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Continue reading →: Genuinely Bad Customer Service
This post is a collaboration between Eric Sessoms at MyCustomerCloud & Nicole Radziwill. In previous posts [(1) (2) (3) (4)], we defined authenticity in customer service as not only genuine behavior, but a genuine desire to do what is best for the customer. Both aspects of the definition are required to make magic…
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Continue reading →: How I Achieved Mindfulness (Without Meditation)
(The image at left, created by artist Alice Popkorn, is licensed under Creative Commons.) Thanks to a tweet from Valdis Krebs (@valdiskrebs) yesterday, I was directed to an article entitled “Mindfulness Meditation Training Changes Brain Structure in Eight Weeks.” The bottom line is that people who participated in a mindfulness…
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Continue reading →: Looking for LSSQTT Help?
I see a LOT of searches for LSSQTT that get directed to this blog – presumably, these people are searching for the Lean Six Sigma Quality Transformation Toolkit developed by John W. Sinn of Bowling Green State University. I’d like to ask for you all to leave comments and questions…
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Continue reading →: Undercover Boss: Why Authenticity Needs Introspection
I don’t watch much TV, but last night I’m glad I turned it on. I watched Sheldon Yellon, the CEO of property restoration company Belfor, teach me an important and subtle detail about how to achieve authenticity – not just in the workplace, but probably in life as well. In…
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Continue reading →: Too Much to Do, Not Enough Time
(This is a repost of an article I originally wrote on July 7, 2008 at espressomind.com and edited again in January and June 2011. I was thinking about it again yesterday, when I recognized that if you’re having a hard time getting things done on your to-do list, that might be…
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Continue reading →: The Customer Isn’t Always Right: Keeping Customer Conversation Authentic
This post is a collaboration between Eric Sessoms at MyCustomerCloud & Nicole Radziwill. In previous posts [(1) (2) (3)], we focused on authenticity in customer service. Being authentic in customer service means that the customer service rep demonstrates a genuine desire to do what is right for the customer. But what if…
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Continue reading →: Is Profit Waste?
(This post is bound to be controversial – so please, if you have an opinion, write a comment. I’m really interested in hearing what others think and feel about this concept.) Last week, I read the Harvard Business Review’s 2011 Agenda, in which HBR reported on what projects key business…
Hello,
I’m Nicole
Since 2008, I’ve been sharing insights and expertise on Digital Transformation & Data Science for Performance Excellence here. As a CxO, I’ve helped orgs build empowered teams, robust programs, and elegant strategies bridging data, analytics, and artificial intelligence (AI)/machine learning (ML)… while building models in R and Python on the side. In 2025, I help leaders drive Quality-Driven Data & AI Strategies and navigate the complex market of data/AI vendors & professional services. Need help sifting through it all? Reach out to inquire – check out my new book that reveal the one thing EVERY organization has been neglecting – Data, Strategy, Culture & Power.
Quality and Innovation 