By: Michael McQueen
The annuls of history make it very clear that power has generally belonged to organizations – from religious institutions to government bureaucracies and corporate behemoths. Read more
By: Michael McQueen
There is no faster way to kill the customer experience than with confusion. Read more
By: Michael McQueen
Far from being the rationally operating, pragmatic agents we like to believe we are, more often than not our decisions arise from the seat of our emotions. Read more
By: Michael McQueen
We all have our own story of dealing with friction. Hours spent on hold, inefficient systems and arbitrary rules all play a role in making many customer experiences unbearable. The only outcomes of systems such as these are higher costs, confusion and irritation. Read more
By: Michael McQueen
“Our trust in technology has rested in a confidence that the technology will do what it’s supposed to do, nothing more, nothing less.”
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By: Michael McQueen
Innovation is often thought of in terms of creation and invention – coming up with new ideas and new solutions. However, working with clients in recent months I have discovered that often the most powerful forms of innovation are more subtle. Read more