I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]
For years now, organizations have talked about customer-centricity and putting their customers at the heart of what they do. Yet, many, if not most, organizations still […]
Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of […]