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In this episode number 64, we introduce the concepts of stable and capable processes, and what they mean “In the Eye of the Cash-holder.” (That’s your customer.)
Read MoreIn this episode number 179, we continue with part 2 of our "Agile Requirements Gathering - User Stories" series.
Read MoreIn this episode number 178, Jacob reviews the process of gathering design requirements within the agile framework in part 1 of this "User Stories" series.
Read MoreIn this episode number 173, "CX for Job Seekers - Part 1" we say "TALE(n)O!" as we outline the typical customer journeys for job seekers, and how they are neither good for the candidate nor for the hiring manager.
Read MoreIn this episode number 155, we just ask "Ctrl+Shift+Esc" to break us out of here. "Down with the Dogma!" Jacob and I discuss where and when we think certain rules just shouldn't apply, or no longer make sense and may actually do more harm.
Read MoreIn this episode number 149 you'll hear a live recording from the Northeast Quality Council 61st annual conference on the topic of "Design for Customer Experience."
Read MoreIn this episode number 127, Jacob and I continue our discussion over the human side of design in part 2 of "Avatars Anonymous & Personas Unknown-us."
Read MoreIn this episode number 126, Jacob and I discuss the human side of design in part 1 of "Avatars Anonymous & Personas Unknown-us."
Read MorePlease enjoy this rebroadcast of episode 76 with Doug Sandler, best selling author of "Nice Guys Finish First."
Read MoreIn this episode number 125.... I'm baack! Yup! I'm Back! (This is Aaron). Perhaps you didn't know I was gone, but I was, for a long time, performing substitute work during a strike.
Read MoreIn this episode number 124, we Score! in this part 3 in our FMEA 10*10*10 series.
Read MoreIn this episode number 113, Aaron continues to cry about his United experience, and as usual, Jacob paints the more optimistic picture.
Read MoreIn this episode number 112 we introduce the concept of customer experience and the customer journey map, and how this can tie to your Lean Six Sigma initiatives, although the journey goes well beyond the value stream.
Read MoreIn this episode number 81, we finish off our discussion of those "Value Streams in 'Critical Condition - Part 2'" Find the path.
Read MoreIn this episode number 78 we read through and respond to some of your comments in this long overdue listener feedback episode.
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