How is it that two people can see the same thing and have a completely different understanding of what happened? Two leaders can look at the same numbers, hear the same news or face the same challenge ...

American psychologist Calvin S. Hall established the open field test (OFT) in 1932 to assess animal emotionality. 1 The OFT has evolved since then with modern technology, and its capacity to assess ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...