• Sampling the Future(s)

    Sampling the Future(s)

    About 30 years ago, I sat outside a seminar room at a product design conference. I recall meeting Tom Matano. In the 1990s, Mr. Matano was an icon and rock star in the industrial design world. He was the head of Mazda’s West Coast design […]

  • Analyzing Customer Behavior from Video

    Analyzing Customer Behavior from Video

    A lot of customer service functions involve complex interactions between employees and customers. Studying and analyzing these interactions is complicated and time consuming. In the retail world, however, there is often a steady source of high quality video of those operations … surveillance videos. Dartfish […]

  • Video Speaks Every Language

    Video Speaks Every Language

    You have a critical procedure that must be followed across your global operation. You have vendors in China, plants in Portland and Valdosta, offices in Seoul, Stuttgart and Cairo. You relied on emails and memos, but there are differences in practice among the various locations. […]