big data

Taking Flight with Big Data | Part 2 of 3 {Infographic}

As you will recall, we are in the 2nd of a 3-part series highlighting, of all things, an airport. (If you missed last week’s post, you can find it here). That airport is CVG (Cincinnati/Northern Kentucky International Airport), a place where leaders have partnered in innovative ways to use technology to collect passenger data for…

View Post

Taking Flight With Big Data – How’s Your Trip?

It doesn’t take a genius to know the importance of information. That said, a genius did weigh in on the issue. Albert Einstein once said, “Intelligence is not the ability to store information, but to know where to find it.” Far be it for me to edit an Einstein quote, so I’ll just add to…

View Post

United Airlines: Big Data to the Rescue of the Passenger Experience?

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots. February 8th…

View Post


The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article