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CX-PRO - Beyond the Basics

Advanced Insights for Customer Experience Professionals

It's Not too Late to Build Toward a Better Future!Rick Caruso has earned a reputation for being a problem solver--somebody who's not afraid of facing big challenges. From his appointment to Water Commissioner and later Police Commissioner in Los Angeles to his bold real estate ventures, Caruso made the decisions he felt were right, even in the face of staunch adversity. In Its Not Too Late, Caruso shares the lessons he learned from his experiences while offering us all a path forward to a better future. At a time when more importance is placed on choosing sides than actually getting things done (let alone done right), Caruso offers refreshing perspective and will teach you how to let go of false divisions, and instead to embrace the search for actual answers and solutions.Togetherness, brotherhood, sisterhood, faith in each other, respect for each other, the ideals preached in almost every faith on Earth are the way forward, no matter how difficult the climb in front of us may seem. And ultimately, the only way we will get back on that path is for each of us to step up, with integrity, in whatever small way we can: for our kids, for our communities, for our country, and for each other.

The Power of Finding Steadfast Solutions

It's Not Too Late

<div>Human history is a history of individuals - of kings and queens, of leaders and thinkers and of the many individuals who struggle, work hard and find their paths in life. It is also the history of individuation, understood as a continuous search for autonomy, self-affirmation and the achievement of personal goals. But today, this process of individuation is coming to an end and morphing into its opposite - disindividuation. The individual is giving way to the progressive loss of individuality and social life is turning into the society of "dividuals" - that is, beings who are becoming unaware of their uniqueness and who are losing their sense of self.&nbsp;</div> <div>&nbsp;</div> <div>The main driver of this process is technology. The more that individuals rely on technological devices to fill the social void and mitigate loneliness, the more they are recognized not so much for themselves but as the bearers of the devices that contain all the information necessary for their identity: images, texts and the digital traces of earlier exchanges. Individuals increasingly renounce their privacy, sharing it with a device that becomes an integral part of themselves. Deprived of uniqueness, the dividual is a lonely being who no longer has the ability to relate effectively to others and to external reality. We move towards a future without hope, immersed in the ever-innovative flow of information on screens, content to survive the present, as if nothing mattered.</div> <div>Human history is a history of individuals - of kings and queens, of leaders and thinkers and of the many individuals who struggle, work hard and find their paths in life. It is also the history of individuation, understood as a continuous search for autonomy, self-affirmation and the achievement of personal goals. But today, this process of individuation is coming to an end and morphing into its opposite - disindividuation. The individual is giving way to the progressive loss of individuality and social life is turning into the society of "dividuals" - that is, beings who are becoming unaware of their uniqueness and who are losing their sense of self.&nbsp;</div> <div>&nbsp;</div> <div>The main driver of this process is technology. The more that individuals rely on technological devices to fill the social void and mitigate loneliness, the more they are recognized not so much for themselves but as the bearers of the devices that contain all the information necessary for their identity: images, texts and the digital traces of earlier exchanges. Individuals increasingly renounce their privacy, sharing it with a device that becomes an integral part of themselves. Deprived of uniqueness, the dividual is a lonely being who no longer has the ability to relate effectively to others and to external reality. We move towards a future without hope, immersed in the ever-innovative flow of information on screens, content to survive the present, as if nothing mattered.</div>

Virtualization of Existence

The Society of Dividuals

Now in its 6th edition, this textbook for undergraduate, postgraduate and doctoral students offers a succinct and user-friendly guide to the research process, from identifying a research topic to writing up and disseminating the research. The step-by-step guidance, examples and clear writing style help students embark on and successfully complete their research projects. With a balance of practical advice, methodological approach and sound academic underpinning, the book provides a comprehensive grounding in research methods. Chapters are interspersed with key definitions and Vox Pops provide examples of students' perspectives at different stages of their research journeys. A key feature is the troubleshooting chapter, which gives easy access to advice on the common issues and dilemmas faced by students. New to this edition: - Guidance on using online search methods and Artificial Intelligence-assisted tools, together with the associated ethical implications. - Extended coverage of qualitative data analysis, including how to use data analysis software and how to display categories/codes and models when writing up the research. - Fully updated and revised statistical analysis chapters using SPSS (with duplicate versions using jamovi hosted on the companion website), together with additional advice on how to describe the sample and present the statistical results. Accompanying online resources for this title can be found at bloomsbury.pub/business_research_6e. These resources are designed to support teaching and learning and are available at no extra cost.

A Practical Guide for Students

Collis and Hussey's Business Research

Sustainable business is no longer optional--it's the strategy that will determine who leads and who gets left behind.Climate change is not just a future threat--it's a current reality, reshaping markets, supply chains, and entire industries. Rising temperatures, resource scarcity, and mounting waste are driving regulatory pressure, investor scrutiny, and consumer demand for sustainable practices. For business leaders, this isn't just an operational challenge--it's a strategic disruption. Companies that fail to adapt risk being swept aside by forces they can no longer ignore.In The Ultimate Disruption: Rethinking Business in a World Transformed by Climate Change, INSEAD professors Atalay Atasu and Luk Van Wassenhove provide an essential road map for thriving in this new era. Drawing on decades of research and real-world case studies, they show why sustainability must be treated as a core business imperative, not a compliance exercise or marketing slogan. The authors introduce a framework for rethinking strategy, redefining value propositions, and reinventing business models to integrate environmental value alongside customer utility and profit.Through compelling examples--from Polygreen's zero-waste transformation on a Greek island to Schneider Electric's global decarbonization initiatives--the book illustrates how companies are turning environmental constraints into opportunities for innovation and growth. Each chapter tackles critical steps: building the business case for sustainability; revisiting value potential; overcoming operational and scaling challenges; and leveraging partnerships, tech, and new business models to deliver shared value and profitability.Sustainability is no longer a cost--it's a competitive advantage. The Ultimate Disruption equips leaders with the strategies and tools to navigate the climate-driven transformation of business ecosystems and emerge stronger than ever.

Rethinking Business in a World Transformed by Climate Change

The Ultimate Disruption

Pelican Books

'One of the clearest and most important studies to be published on education, worldwide, in many decades' Danny Dorling Does the education system make better people? Why are so many - teachers and students alike - stressed and dissatisfied? Do we need to revive real education? Ideally, education is about the pursuit of truth, beauty and morality. But in the last few decades, a perilous fixation with human capital - skills, knowledge and aptitudes required for the labour market - has trampled over curricula, schools and universities. Rather than learning how to think critically about the world, from cradle to grave students are trained to be more effective workers, to make more money, and to serve an hegemonic ideology. Teachers and researchers are pressed to serve those goals. In this concluding book in his series on the commons, Guy Standing shows us how education - intrinsically a common public good - has been enclosed, privatised, financialised and corrupted, turned into an instrument of societal control, not human emancipation, weakening democracy, not strengthening it. Human Capital charts how the education industry largely serves commercial interests, not its teachers and students, and considers how to revive its lost values, to save society for the common good.

The Tragedy of the Education Commons

Human Capital

Karl Brunner Distinguished Lecture Series

Lessons from Sun Tzu for Central Banks

The Art of Monetary Policy

A paradigm-shifting textbook that teaches graduate students in economics how to use economic models to interpret data. Offering a new pedagogical paradigm, this textbook delivers a ready-made economics course covering the general concepts that unify different approaches to bringing economic models to data. Jesse Shapiro presents core ideas in quantitative economics as an abstract, cohesive whole and introduces canonical models that can be used across a wide range of applications. This course-in-a-book exposes students to stylized applications of these models that illuminate their foundations as well as recent research articles demonstrating the models’ broad applicability. <ul><li>Provides a coherent, generalized approach to making model-based inferences in empirical economics</li><li>Introduces central concepts and canonical models in quantitative economics</li><li>Features applications of modern research topics</li><li>Suits self-paced learning and classroom use alike</li></ul>

Introduction to Quantitative Economics

An unconventional, hands-on guide to turning ideas into products that matter—and that people love—from the legendary Silicon Valley pioneer, founder of Zynga, and creator of Stanford Graduate School of Business’s product management course.Mark Pincus has been at the forefront of each iteration of the internet. He built the original app company ahead of the mobile app economy&nbsp;and sold virtual goods to the masses long before in-app purchase generated $85 billion on smartphones. As the founder of Zynga, he brought us FarmVille, CityVille, and Words with Friends, launching eight hit games and reaching more than a billion users in four years.&nbsp;&nbsp;&nbsp;&nbsp;Pincus has turned hit-making into a repeatable system, birthing one of his favorite guiding principles that “all new fails”. Life at the Speed of Play is his framework for moving faster and massively increasing your odds of success. His insights and advice are essential in the new world of AI, where&nbsp;speed of testing and learning defines winners.Bursting with wit, wisdom, and a core belief in tech’s endless capacity, each chapter of Life at the Speed of Play contains actionable takeaways based on Pincus’s unorthodox “Mark-isms” including “hire people with broken resumes,” “protect investors from themselves,” and, paradoxically, to “f*** scale” in favor of quality over quantity.What They Don’t Teach You at Harvard Business School for the twenty-first century, here is the essential “bible” for entrepreneurs, product managers, innovators, and anyone who has an idea—digital or analog—that they dream of turning into a reality.

Launch Products People Love!

Life at the Speed of Play

Break bad habits and build your rich life by mastering the art of strategic subtraction.Unhinged Habits will revolutionize your relationship to work, money, and even adult friendship.Read Unhinged Habits if: <ul><li>Your calendar's packed, yet you feel like you're missing what matters.</li><li>You've bought things meant to bring happiness, but the satisfaction didn't last.</li><li>You suspect you're living someone else's definition of success rather than your own.</li></ul> We're all habitual by nature. We fall into patterns and get stuck. We form habits and never question them.Some habits propel us forward. Others can work against us over time.The key? Get the order right. Balance short-term desires with long-term planning. Set yourself up for a bright future without missing the magic in the present.Unhinged Habits pushes back against slow and incremental progress in the pursuit of some faceless, better future. Lots of people are consistent, yet few get ahead. What's missing are intermittent bouts of unhinged intensity.This is a book about wanting a better life and going after it. Or be okay not having it. Both are fine. Just get out of the middle.For over 13 years, Jonathan Goodman has challenged societal norms and built multi-million-dollar businesses, all while exploring over 30 countries with his family. In Unhinged Habits, Goodman shares the essential insights that freed him from conventional expectations. You will learn: <ul><li>The 8:4 Rule. The counterintuitive seasonal approach that embraces unbalance to level up your relationships with people, money, and health.</li><li>The Explorer's Compass. A framework to break routine and rediscover wonder in your everyday life.</li><li>The Three Proxies of True Friendship. How to categorize your friends so you spend more time with the true ones and feel less guilt for letting others go.</li></ul> Buckle up, because this book is going to break you out of the routines you've accepted as normal, but no longer serve you, so that you can finally live your definition of success.

A Counterintuitive Guide for Humans to Have More by Doing Less

Unhinged Habits

From Attorney Ryan, the most well-known labor lawyer in America, the complete guide to workers’ rights that your boss doesn’t want you to read Life for working people is getting harder and more expensive. While employers clamp down with return-to-office mandates, productivity trackers, and layoffs, employees are struggling to keep up with daily expenses. Meanwhile, workers are expected to make huge sacrifices "for the good of the company." But what do they get in return? A surprise meeting with HR followed by a swift and unceremonious termination. For too long, we’ve accepted the status quo. But you deserve better. In Get It in Writing, Attorney Ryan Stygar, a former firefighter who became a workers' rights attorney, teaches you everything you need to know about how to get what you’re owed at work. Each chapter is filled with practical, easy-to-understand advice. In plain English, he breaks down the answers to all your biggest questions around labor law, including: <ul><li>“Does At Will employment really mean I have no rights?”</li><li>“What do I do if my boss is bullying me?”</li><li>“What if I’m too injured to keep working?”</li><li>“Am I getting paid correctly?”</li><li>“What if I report my creepy manager and no one believes me?” </li></ul> Most people are, understandably, afraid to deal with employment problems because their whole livelihood is at stake. But we can’t let bad bosses use fear to control us. Armed with Get It in Writing, you will have the tools to claim your basic rights: fair pay, fair treatment, and the time and accommodations you need when life goes off script. With Attorney Ryan's expertise, millions of working people are winning back what is rightfully theirs. It’s time for you to join them.

The Ultimate Guide to Your Rights at Work

Get It In Writing

AN INSTANT NATIONAL BESTSELLER “Evenhanded and insightful.”&nbsp; —Publisher’s Weekly (starred review) “An accessible, often fascinating primer.... Essential, illuminating reading.” —Kirkus From the author of the New York Times bestseller The Digital Doctor comes an engaging, clear-eyed, and ultimately hopeful examination of healthcare’s efforts to embrace generative artificial intelligence. In A Giant Leap, physician and thought leader Robert Wachter navigates between hype and skepticism to make a compelling case for AI’s power to transform healthcare. He argues that, in a system buckling under the weight of bureaucratic pressures, soaring costs, and clinician burnout, AI doesn’t need to be perfect—it only needs to be better. Drawing on extensive research and more than 100 interviews with pioneers across medicine, technology, policy, and business, Wachter shows how AI is already entering hospitals and clinics to draft notes, field patient questions, recommend treatments, interpret images, and guide surgeries. He unflinchingly confronts risks like hallucinations, biases, and misinformation, while revealing how AI can now match, and sometimes surpass, physicians in areas ranging from diagnosis to empathy. But this isn’t simply a technology story. It’s about the human choices that will determine whether AI becomes healthcare’s salvation or another source of harm and frustration.&nbsp; Blending clinical insight, vivid storytelling, and journalistic precision, A Giant Leap offers an indispensable roadmap for healthcare leaders, clinicians, and patients. It&nbsp;is a vibrant and timely account of how AI is changing what it means to care—and be cared for—in this age of astonishing technology.

How AI Is Transforming Healthcare and What That Means for Our Future

A Giant Leap

A sharp and comprehensive critique of the postworkerist school of autonomist Marxism. 
 

Motivations for Refusal develops a critical account of how the affective politics of capital and class are formed and contested in contemporary arrangements of work. Drawing on value critique and class composition analysis, he challenges core assumptions of postworkerism and related theories of affective labor, while retaining their core insights. Moving beyond the limits of postworkerism, the book analyses how the integration of the affective sciences into management and workplace technologies constitutes a terrain of contestation in conditions of immaterial production. Motivations for Refusal explores how affective politics emerge in the contestation between labor and capital in their affective modes.

Motivations for Refusal

CX-PRO - Beyond the Basics

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