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Agile and CX
This week I gave an intro to Innovation and Agile product development to a group of organizational leaders. This session was focused on...

Mark O'Brien
Sep 17, 20252 min read


CX Lessons from Air BnB
My wife and I recently booked an Air BnB for a weekend family trip. Through the process I really could not get over the design. The...

markobrienforestcity
Aug 7, 20252 min read


Customer Experience Library - Tip #9 Remove the Unnecessary
Let’s take a look at your product or process. Do you have it pulled up in front of you? What is the ONE thing you want customers to know...

Mark O'Brien
May 17, 20241 min read


Customer Experience Library - Tip #8 It's About Data, But Only Because It's About PEOPLE
You’ve heard about this thing. This nebulous thing. It’s the next big thing. Data. Big data. Real-time data. Clean data. Accurate data....

Mark O'Brien
Mar 15, 20242 min read
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