2020
Illness In December 2020 I had covid-19. In November my parents had it. Fortunately, they got over it alright. “May the sun always shine”, as we sang such as children,...
What Can One Do About Wasps?
A complaint is a gift, if you are not the one it is aimed at. Agile teams just love complaints. Feedback provided by users is instrumental for fine tuning new...
The Importance of Not Being Serious
Leonid “Liolya” Schwartzmann, Russian animator and painter, turned 100 this year. Organist and composer Ekaterina Melnikova talks about Schwartsmann’s drawings for children’s concert “Katya in the Magic Land”. The master’s...
New Customer Expectations Raise The Bar
Business leaders are wondering about the second wave of the pandemic even as they stick to short-term plans. In the first wave spanning the spring and summer of 2020 some...
Ekaterina Melnikova’s new music, summer 2020
The autumn finds me in Moscow. To misquote “Alice in Wonderland”, I thought this would never happen, and now here I am. However, it is good to be with friends...
“Femininity. Masculinity. Equality”, a short course 15+
The other in 2020, too far or too close The pandemic cast a new light on issues concerning the relations between children, their parents and their grandparents. Some families spent...
When the script runs out…
How to create customer interaction standards in seven steps Despite self-service and chat-bots, live calls with telephone operators still exist. Specialized companies sell ready-made solutions for telephony, call algorithms, control metrics,...
Amendments to election law adopted on May 20th, 2020
[youtube_advanced url="https://www.youtube.com/watch?v=cdddG6fA84w&" width="600" height="400" responsive="yes" controls="yes" autohide="alt" autoplay="no" mute="no" loop="no" rel="no" fs="yes" modestbranding="no" theme="dark" playsinline="no"] The amendments described in the video produced by «Voice», movement for election monitoring...
Dreams of Casablanca and the Ten Commandments of the Lender
In 2019, I was lucky enough to go several times to Morocco, for work. The last trip was in December, which in Casablanca feels like May in Moscow. Morocco is...
Customer Service After Virus – A Reminder to Directors, March 2020
Customer Service in Retail - a Reminder to Directors When the virus is over, the doors will re-open and customers will return. If you are the director of a club,...
