Businesses are finally starting to catch on that a disciplined approach to improving the customer experience leads to profit. That’s the starting point, and it’s fantastic.
But what’s the next step? What’s beyond improving the customer experience?
Well, we can think about the customer not merely as a customer, but as a well-rounded human being, who takes on many roles throughout the course of a day: patient, student, user, guest, citizen, not to mention friend, employee, parent, and so on. We can improve the human experience.
How can we improve human experience? How can we think about those many roles we all have in a business context, and why should we?
Those additional roles become dimensions of the person you’re trying to do business with. The more dimensional that person is to you, the more likely you’ll be able to offer them value. When you offer them value, you establish the basis of a meaningful relationship.
We always have to look for the human nuances if we want to build meaning.
Last night, I stood in a room full of people celebrating books—human-authored books—at the Porchlight Business Book Awards ceremony. My book What Matters Next...
Today, as we honor Dr. Martin Luther King Jr.’s legacy, it’s worth sitting with an uncomfortable truth: things feel hard right now. Not just...
Sometimes the most meaningful recognition comes not from what you’ve accomplished, but from confirmation that you’re addressing the right questions at exactly the right...
Leadership often requires making unpopular decisions that disappoint stakeholders in the short term. In my latest Fast Company article, I examine how strategic disappointment...
In a recent guest article for European Business Review, I examine a paradox: the human impact of technology decisions in professional settings stands at...
In a world where technology moves at breakneck speed and business cycles compress into quarters, leaders need strategic frameworks like the Now-Next Continuum to...
In a world moving increasingly fast, leaders need powerful tools to navigate uncertainty and make responsible decisions. The Questions-Insights-Foresights Model is a systematic framework,...
The following is an excerpt from What Matters Next, a new book due out in January 2025 by Kate O’Neill. Future-Ready, not “Future-proof” I...
One of the perks of being a lifelong sociolinguistics nerd (full disclosure: there aren’t that many) is when I can take notice of the...
The following is an excerpt from my latest book, A Future So Bright: How Strategic Optimism and Meaningful Innovation Can Restore Our Humanity and...
Much of the speculation about the so-called “Great Resignation” began after the Bureau of Labor Statistics reported that a record 4 million Americans had...
In A Future So Bright, I wrote about the opportunity for a brighter future for education. It’s critical to ensuring we meet United Nations...
By using this form you agree with our Privacy Policy and the storage and handling of your data by this website.
info@koinsights.com
27 W 60th St #20560
New York, NY 10023-9991
By using this form you agree with our Privacy Policy and the storage and handling of your data by this website.
© 2026 KO Insights. All rights reserved. Privacy Policy. Cookie Policy.
Made with love by Unicorn Designer Studio.
