Customer Experience


The Outliers Inn – Episode 34 – Andy Dobson

Welcome to Episode 34 of The Outliers Inn – Andy Dobson. Topic: In this episode, your hosts, AntlerBoy an JP, start by lamenting the software industry and their almost arrogant – sometimes not almost arrogant – disregard for the customer and the user experience.  Not that software companies will ever change, but rather a resignation that…

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Doing Right vs Doing It Right

It seems that not a day goes by without our reading about someone getting caught in the processes of a system – aggreged not (necessarily) by nefarious intent, but by a process that didn’t take into consideration some set of circumstances.  Sometimes, the angst endured is amplified by the subsequent processes initiated in a chain…

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Healthcare: No End In Sight – Poor Value at Unsustainable Costs

Something is seriously wrong… The healthcare industry as a whole in the United States is corrupt, dysfunctional, ineffective, and inefficient.  And regardless of “party affiliation”, everyone appears to share this opinion.  The only real disagreement (and a heated disagreement at that) is what should be done about it, and whether what has been done to date…