Empathy is essential in social relations. Mother Teresa said: "If I look at the masses, I will never act. If I look at the one, I will". Facts don't win arguments; stories do. Our belief systems are based on the stories we tell each other. IT has to show that it cares about the impact of technology on people and business outcomes. Empathy is like a muscle group: you have to train it to stay in shape.

Generally, people start to understand the concept of time when we hit the age of three of four.

Pizzled is what you feel when you are pissed off and puzzled at the same time. And as you might guess, it has a long-lasting negative impact on the customer experience.

The watermelon effect occurs when suppliers meet their performance targets, but business stakeholders (including the end-users) are not happy.

How would you feel if your spouse stuck this message on the refrigerator door?