Where is the tipping point of corporate criminality? That is, what is the proximal cause of a manager crossing the Rubicon from highly-compensated C-Suite resident to fraudulent, power-abusing malefactor? In a commentary for MarketWatch, James Kaplan and Phyllis Elliott remind … Continue reading
“How can we maximize the profitability and efficiency of our call centers while minimizing the customer’s involvement?” The question was shot point blank at me during a panel discussion at a conference of Fortune 100 CIO’s. My keynote had preceded … Continue reading
If you think the central purpose of the CEO — the chief manager/leader of the organization — is to maximize the EBIT or stock price or EPS or return on stockholder equity, or to make his/her organization one of the Fortune 100 Best Companies … Continue reading
It is common to experience design that lacks insight in application. Far less common is design – in its myriad manifestations – that distinguishes by supporting the customer’s aspiration for fun and creativity. In Charlotte, and in over 230 locations around … Continue reading