The customer is not always right. We are all customers, and sometimes we’re dead wrong. Stew Leonard Jr., CEO of Stew Leonard’s grocery stores, enjoys saying, “The goal is to make the customer feel right.” 

His sentiment means never dealing with a customer in a judgmental way, because you never want a customer to leave feeling unvalued. But what are the ways to let a customer…

As AI makes its way into every corner of work, quality management is no exception. That isn’t surprising: Quality teams are buried in documentation, training upkeep, investigations, and reporting, which are exactly the kinds of workflows AI can help streamline.

However, in regulated environments the questions about AI quality management tools shouldn’t be, “Can AI help?” or even…

In some organizations, possibility feels like a luxury. Something you talk about at offsite sessions. Something you reference in mission statements. Something you save for after the real work is done.

But in visionary organizations, possibility is the work.

Visionary leaders understand that possibility isn’t about ungrounded optimism or brainstorming with sticky notes. It…