What do we do when it breaks?

The unexpected happens. Systems fail, humans are unpredictable, interfaces aren’t perfect… The customer service professional demonstrates their strategic insight when they plan for eventual failure instead of denying it’s possible. The first step, of course, is to design things with resilience and care so they don’t break. Then what? One option is to save the

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Scripts and casting

In the theatre, the play is written before casting begins. This gives the playwright freedom and responsibility, and it puts the text first. Writing for a sitcom is different. The 50th episode of Seinfeld was a lot easier to write because the cast and the tropes were already set. Easier, but also more difficult to

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