Very interesting read on how Disney's MyMagic+ MagicBands came to be. As someone who's visited Disney World and used one, it seems so obvious to me. However, it wasn't met with universally open arms. These early skirmishes signaled tougher battles ahead. "There were disagreements between Frog, Parks operations, and marketing…
As we've discussed before, your mind can only handle so great of a cognitive load—people can only hold so many items in their working memory before they start to fall out. Active listening—that is, attending to the speaker and jotting down the things that catch your attention—lets…
Stellar products are seldom just about usability and usefulness. They go a step further and strive to delight their users. Slack does this time and again, and it’s these little things that make it such a joy to use. We’re often quick to gloss over and dismiss these…
According to statistics provided by Bain and Co. in the Harvard Management Update, 80% of companies surveyed said that they offer superior customer service, but only 8% of their customers agreed with them. Ouch. Good article overall, but this statistic definitely jumped at out at me. After a little searching,…
This article is almost a year old, but still a great read. IT is no longer in the business of managing systems or resetting passwords, but instead, it’s putting the power of information back into the hands of users and delivering experiences that enable that information to be instantly…
While we're on the topic of virtual assistants, this one seems particularly intriguing. We have trained operators standing by 24/7 to answer every one of your requests. Send us a text message, and we'll get you what you want. We'll order what you need from the appropriate service (e.…
I’m seeing a ton of evidence that IT leaders recognize this too. I hear story after story of IT rollouts that result in poor adoption. These failures are no longer being chalked up to poor planning, readiness, or technology. Leaders are acknowledging that their teams lack an understanding of…
Simply CC “Julie” at the start of or during an email thread with the person you want to schedule a meeting with, and, in theory, the virtual assistant will take care of the rest. This includes offering up potential meeting times — pulled in from your Google Calendar, Microsoft Exchange, or…