The truth about data in baseball and in the business Grab the David’s sunflower seeds and a baseball cap, it’s MLB season. While we’re all anxious to see how the season unfolds over the next 2,400 games or so, let’s not forget how this years’ players ended up on the field in their respective jerseys for the 2019 season.…
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As part of a journey to strengthen our culture of inclusion, we began writing quarterly articles designed to stimulate conversation about relevant and sometimes challenging topics. The idea is that healthy and open dialogue is an essential prerequisite to breaking down the barriers to inclusion. In my latest article, I look at the topic of onboarding experienced talent and easing their...
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On April 6, 2019, the Global Positioning System (GPS) will undergo a Week Number rollover event; the week number indicator digit that GPS uses for tracking dates is reaching its maximum value and has to rollover back to 0, just like the odometer in a car. The first time that this happened was 1999.…
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Many of today’s customer loyalty programs were built for a different, pre-digital marketplace. Once-straightforward tactics such as providing coupons, discounts, or basic points systems to drive card usage are no longer enough to move the needle on inspiring true customer loyalty. In an increasingly complex and digital marketplace where “smart” consumers demand real-time, seamless experiences...
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We had the pleasure of speaking with Todd Unger who is the Chief Experience Officer at American Medical Association to talk all things CX: his journey into the CX world, where his role falls within the organization, how he’s been able to achieve executive level support, how he’s creating value, and his pieces of advice for others in the profession.…
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Each year on March 22 the United Nations recognizes World Water Day, and each year we are reminded of the importance of water in our daily lives, its scarcity across the world, and the impact we can have on our most precious resource. World Water Day is centered on Goal 6 of the UN’s Sustainable Development Goals which seeks to “ensure access to water and sanitation for all” by 2030. …
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In an article I wrote last summer, I discussed how organizations use personas to drive design decisions. An important component to creating these personas is customer research. I’ll walk you through the easy ways you can use Google Analytics – specifically the Audience Reports – to support the creation of your customer personas.…
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We’ve all heard the advice – avoid money, religion, and politics in polite conversations. However, today it’s nearly impossible to stay away from politics, thanks to a 24-hour news cycle and information overload via social media. With midterm elections in the rearview mirror, we can anticipate two years of intense scrutiny on the 2020 presidential election.…
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In the March 2019 edition of Twin Cities Business, reporter Ingrid Case investigated how attracting and retaining talent is limiting the growth potential of Minnesota’s largest private sector industry, manufacturing. Despite an average wage ranking second highest, manufacturing companies are losing the war on talent to other local industries like healthcare and high tech – leaving them...
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My wife and I had success in the first three months we applied agile project management principles when running our household. But it didn’t stay that way. As we got busier with life, the system broke down. We stopped updating the scrum board and our Sunday night family meeting was focused on other things, planning vacations, homework, extra-curricular activities. …
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The first time I heard of consulting was during my programming practicum course, when Jason Green, a software architect at West Monroe, joined us as a guest lecturer. Prior to the lecture, I assumed a vast majority of entry-level computer science positions would focus on writing code and less on business strategy.…
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One of our clients, a major biopharmaceutical company, struggled to distribute content across more than fifty countries and thousands of people around the globe. They were using 18 disparate content management systems – each with its own processes. As they looked to digitize the back office to create efficiency and standardization globally, they selected a new, consolidated platform in Veeva...
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