Do you know the moments of truth for various tasks customers attempt to achieve with your organization? Before you can know or identify your moments of truth, you must first know what that means.

Story update 9/8/2015: There was an error in the data set for columns "Skew" and "Kurt" in figure 7. The error has been corrected.

From as far back as my days in brand management, I have held a deep affection for strategy. This might have something to do with the fact that I can be stubborn. Good strategists are also stubborn, even pigheaded. Why is that?

A few years ago, a friend of mine returned from visiting her family in Greece. Knowing that I loved to try new wines, she brought me a bottle that she said was her parents’ favorite. She told me it was called retsina.