An obscure, little-known concept known as locus of experience can have a huge impact on people who have eating disorders. It refers to the vantage point or perspective from which a person experiences ...

When an organization focuses on individual touchpoints, rather than the end-to-end customer journey, they reinforce and create internal silos. We need to talk about silos. Recent research by my firm ...

One financial company spent half a million and two years developing a new application, but after launch, customers abandoned it. The reason is that there are seven internal factors that often sabotage ...