
I write about people: how we think, behave, and experience the world. My work translates complex and emotional experiences into language that people can understand and feel, focusing on what behavior reveals and how it shapes our experiences.
| Platform | Pricing | Only free issues | Publishes | Weekly | |
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| Issues | 8 | Founded | 8 months ago | Last Issue | a month ago |
| Active | |||||

The hard truth about customer experience is simple: every function with a customer-facing component is responsible for it.
Engineers cannot build usable products without understanding the people who rely on them. Customer service teams can...
Implementing a new process, technology, or change requires effective training. Training is as normal to operations as completing daily tasks. However, training and knowledge do not translate to motivation or desire to actually perform an ac...
In my experience, executives and support staff are often disconnected. The separation of the two experiences is not a novel discovery. In fact, if you consider the roles each plays in the work setting, the two paths rarely cross. The suppor...
Photo by Koby Kelsey on Unsplash
Last month, I published an article on the process-improvement analysis phase of the enablement framework I follow when working with companies across industries. At a high level, that article covered the imp...
Processes are the center of everything we do. From simple tasks such as getting ready for the day to the complexity of performing open-heart surgery, each requires a process or sequential approach. No matter the type of process, we need tra...
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The writers behind this newsletter.
I write about cultural and behavioral insights into how people experience work, systems, and each other, so we can better understand the individual.
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