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experience analysis

How to Avoid Disaster and Save Lives

By Michelle Brown


On April 26, 1986 a sudden explosion lit up the night at a local power plant. The operators were ill equipped and unprepared for the situation that they now had to contain. They spent the next few hours in confusion running around...

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Who Is Your Market?

By Janet Bewell


I was recently on a business trip to Qatar for the first time.  I had never been to Qatar, nor did I know anything about its history.  A quick ‘Trip Advisor’ search told me I needed to go to one of the many Souqs (markets) in the area...

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Sorry, that wasn’t the intention

By Cindy Beggs


As Canadians, we are well-known for apologizing for things even when they aren’t our fault. As human beings, we are often surprised when something we’ve done has had unintentional consequences, especially when these consequences are...

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Creating “Certified” Experiences

By Janet Bewell


Have you ever watched a movie or read a book that was incredibly painful but in the end left you with such good dinner conversation that the pain of getting to there was worth it?  That is how I felt when I watched “Certified Copy”, a...

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