Henry Mintzberg, a world-renowned professor of management studies at McGill University, once said, "Management is, above all, a practice where art, science and craft meet." What Mintzberg did not ...

I have a distinguished colleague who unceasingly tries to persuade me to see that my attempts at descriptive grammar really have a prescriptive subtext. We were both participants in a workshop on the ...

Understanding your customers when there’s only a handful isn’t too difficult. But as your company grows and the number of customers expands rapidly, it can be overwhelming to keep up with the change.

Measurement insights are a key part of optimizing your customer experience. At every step in the journey, it is critical that you understand what consumers are doing and how your channels and touch ...