Category Archives: Insights

DEI 2.0:  You Have a DEI Strategic Plan - Now What?

By Keith Scott, MBA, PMP

The year 2020 will be one that will be remembered into perpetuity.  The country’s shutdown due to the COVID pandemic,...

Read more

Achieving Digital Equity in Communities of Color

By Keith L. Scott, MBA, PMP

One could argue that the year 2020 was somewhat transformational.  The country came to a grinding halt because...

Read more

Identify Quality in the Customer Call Center Experience

By Keith L. Scott, MBA, PMP

The Customer Experience (Cx) is often considered an intangible concept which can be difficult to extract actionable insight.  Organizations which do not have a systematic method of...

Read more

Don't Put the Diversity Training Cart Before the Strategy Horse

By Keith L. Scott, MBA, PMP and Jon Reid, MBA, CDP

We are often asked by clients both previous, prospective and existing, “Do you provide Diversity Training?”  And in reply we...

Read more