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Michael Pokrovski

added blog Decision Making and Problem Solving
2026-09-05 11:41:55 -

How do you solve customer problems?
The Elaborate Customer Experience Conclave That Audited an Empty Waiting Lobby A premier multinational banking institution situated inside a gleaming steel skyscraper overlooking the financial district of Chicago found itself cornered by a staggering service paradox. For three successive quarters, its elite roster of senior customer experience directors, human-centered design consultants,...

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Michael Pokrovski

added blog Decision Making and Problem Solving
2026-07-30 14:32:47 -

What is design thinking?
The Multimillion-Dollar Post-It Note That Solved the Wrong Problem Twelve years ago, a prominent consumer electronics manufacturer in the Pacific Northwest found itself facing an existential crisis. Market share for its flagship home automation hub was plunging, customer return rates were hitting all-time highs, and the executive board was gripped by a quiet panic. The leadership team did...

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