Articles

Tag: joyce hostyn

  • Organizations Need to Cultivate Poets, Not Mushrooms

    A while back, I delivered a presentation originally titled “writing customer experiences.” Writing because I think of a customer experience as an emotional journey and of the process of designing for customer experience as similar to the process of structuring an evocative story.

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  • Designing Beautiful Organizations is Within Our Reach

    Designing Beautiful Organizations is Within Our Reach

    "The human soul is hungry for beauty: we seek it everywhere – in landscape, music, art, clothes, furniture, gardening, companionship, love, religion and in ourselves. When we desire the Beautiful, there is a sense of homecoming. Some of our most wonderful memories are of beautiful places where we felt immediately at home. We feel most alive in the presence of the Beautiful for it meets the needs of our soul … to awaken beauty is the call of our time."  --  John O’Donohue “The human soul is hungry for beauty.” Not just in music, art or clothes. We yearn for beauty at work, in our communities and in the products and services we buy. Howard Gardner defines beauty as interesting, of memorable form and inviting a revisit.

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  • CMSWire Top Contributors 2013 - Joyce Hostyn

    Read one of Joyce Hostyn's columns and you will be covered for reading material for a month. Joyce brings the fruits of her prodigious reading habits to every column she writes, opening up the conversation about customer experience to a bigger conversation about the potential of businesses to be human. 

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  • Does the 'I' in 'CIO' Matter Anymore? #OTEW2013

    ORLANDO, Fla. — CIOs don't care about information. Not enough of them anyway, according to OpenText's Joyce Hostyn , who led an innovation track with colleague Deb Lavoy yesterday at the 2013 OpenText World Enterprise Information Management Conference at the JW Marriott and Ritz Carlton here.

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  • Better Human Understanding, Not Big Data, Is the Future of Business

    "The idea that business is strictly a numbers affair has always struck me as preposterous. For one thing, I’ve never been particularly good at numbers, but I think I’ve done a reasonable job with feelings. And I’m convinced that it is feelings -- and feelings alone -- that account for the success of the Virgin brand in all of its myriad forms.” -- Richard Branson Data-driven marketing. That phrase is used as if it means truth driven. That facts (data) drive decisions. But there’s danger in an obsession with being data driven. The danger lies in seeing these numbers as facts or truth.

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  • OpenText Enterprise Information Management Conference About 'Power of Information' #OTEW2013

    This year’s OpenText Enterprise World 2013 Enterprise Information Management Conference will have a few new twists.

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  • Why Resistance is Essential to Transformation

    Deploying a new piece of technology is much more than a technology challenge. It’s a change challenge. A person having a nightmare can do many things in his dream -- run, hide, fight, scream, jump off a cliff, etc. -- but no change from any one of these behaviors to another would ever terminate that nightmare ... Paul Watzlawick, Change. We’re asking people to change the way they serve customers, the way they work with information and the way they get their jobs done. Change is the new normal.

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  • Five Practical Tools to Help You Think Wrong About Mobile

    Buckminster Fuller argued that “You can’t change the way people think, all you can do is give them a tool, the use of which will change their thinking.

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  • To Think About Mobile, Start by Thinking Wrong

    Congratulations. You built a mobile app. If you think you're done and it's business as usual, you've got it all wrong. Mobile isn't merely a new stage in the evolution of the web, it's not even merely a new context, it's the very early stages of an entirely new system. A system that has already started to shape our environment, affect the way we live, how we choose to connect with others, and how we're able to spend our time. A system that is also slowly unravelling our assumptions and causing us to question the very reason we build web sites, why people visit them, and where the true value of the web actually lies.” Stephanie Rieger, Reset the Web. But is it? How many organizations are questioning their assumptions about not just the web or mobile, but about the potential of how

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  • CIOs Must Become Design Thinkers

    Disruption requires a new mindset.

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  • Irrational Employees Create the Best Customer Experiences

    Employees, being wonderful, irrational, social, purpose-driven creatures, are your most important weapon in connecting with and delighting the equally irrational customers you hope to convert to loyal advocates.

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  • Employees Are Irrational (and That's a Good Thing)

    "The average man is by nature indolent -- he works as little as possible. He lacks ambition, dislikes responsibility, prefers to be led. He is inherently self-centered, indifferent to organizational needs. He is by nature resistant to change. He is gullible, not very bright, the ready dupe of the charlatan and the demagogue" -- Douglas McGregor, The Human Side of the Enterprise These are a few of the assumptions underlying some of the management practices and theories of change we inherited from the industrial age. While we've successfully shaken off some of these assumptions, others continue to blind us.

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  • Designing for Community: Mastering the Art of Narrative

    What makes a great story? What's the difference between story and narrative? How can we make our organizations more people-centered? What makes a successful community? How can we inspire people to change? These are questions I wrestle with in my own journey as a designer, change agent and champion of customer experience.

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  • What Does Your Employee Experience Look Like?

    Most of us have to put up with airline travel several times a year. Few of us look forward to it. Some of us actively dread it.

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