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Continue reading →: Tuning Into Your Innovation Frequency
How can our company be more innovative? How can I help to catalyze innovation? These are popular, relevant and contemporary questions. And like many of the other challenges we have to deal with in our organizations (and our lives), these questions are simultaneously tricky and nebulous. The answer: for your…
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No Settling
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Continue reading →: No SettlingI saw these sentences posted on the web while I was aimlessly surfing the other day. I’ve been repeating them over and over ever since; turns out I have completely missed one of the most important aspects of authenticity as a dimension of quality in my thinking over the past…
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Continue reading →: Authentic Customer Service: Leadership Through Authenticity (Part II)
This is Part II of a two-part collaboration between Eric Sessoms at MyCustomerCloud & Nicole Radziwill. (You might want to read Part I first, if you haven’t already.) Let’s say you’re the Leader of a Customer Service Intensive Environment or a Customer Service Rep working in one those environments. How can you be authentic…
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Continue reading →: Authentic Customer Service: Leadership Through Authenticity (Part I)
This is Part I of a two-part collaboration between Eric Sessoms at MyCustomerCloud & Nicole Radziwill. Let’s say you’re the Leader of a Customer Service Intensive Environment or a Customer Service Rep working in one those environments. How can you be authentic – and promote authenticity – in your customer service…
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Continue reading →: XKCD on Secret Customer Service
I love the most recent XKCD that takes a swing at the soulless customer service scripts that prevent mere mortal CSRs from actually connecting with their customer and delivering authentic customer service. This adds a new dimension to “Getting Blocked” – “I’d like to help you, but I just don’t…
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Continue reading →: Modernizing the Balanced Scorecard
We covered Kaplan and Norton’s (1996) Balanced Scorecard in my ISAT 654 (Advanced Technology Management) class at JMU a couple weeks ago. Appropriately, the students recognized that the research into balanced metrics and the strategy maps underlying the method is nearly 20 years old. Hasn’t the Balanced Scorecard been modernized…
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 