Adsum Insights Blog

The OD toolbox is full of incredibly useful techniques for improving how organizations function. There are 360 surveys, conflict resolution strategies, team-building approaches from personality...

Talk of Executive Presence, Power Posturing and the like is everywhere. Amy Cuddy’s TED talk on Body Language and Power has been viewed an astonishing 28M times. A recent study by Sei Jin Ko,...

I was shopping for a birthday card for my son. There was one in the poke-fun-at-generational-differences genre with this old geezer on the front. The outside of the card said something like,...

We are all engaged multiple relationship networks:  family, extended family, neighbors, associations, hobby groups, meet-ups, religious groups, country clubs, friends, significant others,...

In 1935, Erwin Schrödinger suggested the following thought-experiment. A cat, a flask of poison, a radioactive source and a monitor are placed in a sealed box. If the monitor detects a single...

For my money, the greatest quote about strategy was not spoken by General Schwarzkopf. It is not in Sun Tzu's Art of War, nor in Musashi's Book of the Five Rings. Genghis Khan didn't say it. Nor...

There was a recent discussion in the Customer Experience Management group in response to an article by Ondra Synek entitled Why AHT is dead and how to do better.  

I would link to it, but...

It is no secret that call center industry performance is mediocre at best.  High error-rates are tolerated (see What is an Acceptable Contact Center Error Rate?).  Employees...