ODEL Ideas

Managerial Sophistry: When the Answer Is Always “It Depends”

The annual budget meeting has one clear goal: cut expenses by 20%. Operational departments provide quick, specific answers. But when it comes to Excellence, Risk Management, and Impact Measurement, the answer is always the same: It depends.

What Happens When Apps Disappear from the User’s View?

Every time a technology has promised to eliminate the middleman, a bigger middleman has emerged. Many traditional intermediaries disappeared, but intermediation itself did not.

When the Service Knows What You Need Before You Ask

One of the long-standing goals of service design has been to make it easier for people to get what they need. To reduce steps and time, avoid asking for information we already have, and deliver services with minimal searching, waiting, and effort. But what if we could go further? What if we didn’t wait for people to request the service at all?

When Delivering the Service Is Not Enough

How Will AI Agents Shape Customer Experience During Its Most Human Moments?

On the Party Present in the Decision, Yet Absent from the Courtroom

A doctor diagnosed the condition, the patient followed the diagnosis, and harm occurred. We then examine the responsibility of the doctor and the healthcare provider.

Automation Achieves Automation… and Automation Only — “Set Your Expectations”

When facing a problem, challenge, or opportunity for improvement, many organizations see automation as the first and ideal solution. But let’s pause and examine that assumption.