How CX governance helps you win / Kirsikka Vaajakallio / Episode #166
I have a family with two small kids who are quickly growing up. The challenge many parents, including me, encountered was... how do we keep our home somewhat clean and tidy. My initial and naive strat...
12 Jan 202357min
How listening is the secret to better services / Indi Young / Episode #165
This can transform your business strategy... That's what I thought during my recent conversation with Indi Young. Indi recently published a book titled Time to Listen. Here's my summary of the book. I...
22 Dec 20221h 6min
How to make a system of journey maps work? / Romina Maidel / Circle #16
Let's build a *system* of journey maps! Hold on there... do you know what you're getting yourself into? Journey maps are great. They help you align people, processes, and resources around your custome...
16 Dec 202256min
How failure increases your team's performance / Stephan Wiedner / Episode #164
You need to fail... Yes, I said it. Because failure is the fastest way to success when you're innovating. But it's surprisingly hard to fail. And this is a major problem. Why, you ask? Well, in our s...
8 Dec 20221h
The Human Side of Innovation / Mauro Porcini / Episode #163
When you asked me to play the piano, I can assure you that nothing close to music would come out. Would we, at that point, say that the piano is broken? That would be silly, right? Somehow, this is th...
24 Nov 202249min
Designing better futures for everyone / Lesley Ann Noel / Episode #162
I'm sure you've heard this before... "You can't design for everyone." That's a fundamental principle in a good design process. In the end, design is all about making choices. And one of these choices ...
10 Nov 202252min
Design your way out of the conversation crisis / Fred Dust/ Episode #161
Think for a moment about a hard conversation you needed to have about a topic that really mattered to you. This could be a conversation at work or just in your private life. Now, what if... that conve...
27 Okt 202256min
When service and circular design collide / Bhavi Patel & Heydn Ericson / Circle #15
Sustainability is the innovation frontier of the 21st century -- and if you don't get on that train, you'll be lost. This quote emerged during the recent conversation with Bhavi Patel and Heydn Ericso...
20 Okt 202249min
