A case study about solving business problems by using a journey framework, instead of a moment lens. What’s the difference between a moment and a journey? A moment happens briefly, whereas a journey is a collection of moments creating the story of an overall experience. You remember moments — yet…

As I wrap up a role in which developed a Customer Experience [CX] data listening program, I wanted to share a few of the learnings surfacing as I write a playbook on my exit. Firstly, ​​the purpose of a CX program is to get evidence to inform meaningful enhancements to…

Today I celebrate 3 months of full-time consulting as a principal with my firm Staircase Strategy. Because this isn’t my first [or only!] business, operational elements like becoming an s-corp and setting up contracts wasn’t the main challenge. The challenge has been to be the best boss to myself that…

In this often disconnected and lonely year, I learned with and taught, collaborated with on projects, coached, interviewed, and facilitated 639 people. All remotely. Across two workplaces and five enterprises. Despite being laid off in February. Mostly during a pandemic. I’m most proud that I coached 218 people, taught 374…

For many of us, the practice of “being in remote meetings” has been turned up a few notches, and not all of us are enjoying the experience. This article explores two critical elements of meetings that often get missed, but which greatly help creating better in-meeting experiences and after-meeting outcomes: …

The future of professional jobs is in transition: focus is shifting to integrative skill sets and workplaces that are self-organizing and inclusive, and away from both machinable skills and top-down hierarchies. As technology increases automation and its reach over logistics, attention is turning to the roles of collaborative, human-centered products [Deloitte], judgement [McKinsey], and creativity [BBH labs], in innovative workplaces. This is an opportunity to build more human-centered organizations and focus on the lateral thinking that people are better at, but…