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Hacking the Design Sprint method to solve a complex problem

Say, a problem like flight delays? So the first questions are…how does one approach a problem like this? Do you try to analyze ... to sketch 8 ideas in 8 minutes (the Crazy 8s) and it worked ... read more

Simple’s new CEO brings Amazon chops to banking

He wanted a job devoted to improving the customer service ... ideas on how to treat customers better. I thought maybe I would have to get out of the U.S., but Amazon called and said, why don’t you sta... read more

Design Thinking: The Hottest New Trend in Banking

feasibility of your ideas through feedback on your prototypes. Make your ideas as real and tactile as possible (not always easy in a service industry like banking). Adapt your concept based on feedbac... read more

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Why Did Anyone Think MoviePass Could Have Worked?

But in the spirit of Chesterton’s fence, it’s worth looking at the thesis behind MoviePass, and to try to make a distinction between the calculated risks that just didn’t pan out, on the one hand, and ... read more

Behind the App: The Story of Boomerang

These days, you're not supposed to talk about writing code before talking to customers. But nobody had built anything like Boomerang before, so it wasn't easy to explain how powerful such a simple con... read more

Reinvigorate Your Career by Taking the Right Kind of Risk

However, many people don’t know what assuming market risk looks like when applied to their career. Try one of these disruptive ideas to accelerate your ... she wrote to the customer service team and o... read more

6 Reasons Apple Is So Successful

And anyone who’s gone into an Apple store knows full well that Apple’s customer service ... it was crazy for Apple to try and go into retail. At the time, and even today, tech retail stores are in dec... read more

Amazon Invades India

“You have a market ... or “The Billion-Customer Bounty.” A version of this article appears in the January 1, 2016 issue of Fortune. This story has been updated to reflect the following corrections: Am... read more

The Ethical Implications of Artificial Intelligence

“Think of an AI system like ... customer base is conservative,” says Tonya Custis of Thomson Reuters. “With Westlaw natural-language searching, lawyers will ask, ‘Why am I getting results that don’t u... read more

Getting the customer service we all deserve

“For a change, here’s a story about good customer service ... again and their immediate response was to send an upgraded model — still no charge. We installed it within a week and we are back to norma... read more

How i went from 6 figures to broke, several times

You’ve heard the success stories — that ... The coffee came out his mouth, while he was laughing like crazy. I sometimes pull jokes like that with my friends, but this was serious, and ... read more

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