The Big Themes:

· Empathic design is creating a level of engagement for both your employees and your customers so that you are now listening to their needs.

· William Gibson wrote a book called “Neuromancer,” and was fond of saying, “The future is here, it’s just not evenly distributed.”

· You may not have empathy, you may not be able to feel the emotions of people you’re serving, and you may not put yourselves in their shoes – but there are ways to solve that.

· A reporter said to Steve Jobs when the iPad came out, how did you know this? And he said, “Our task is to read things that are not yet on the page.”

The Big Quote:

"The rigidity of all this structure, which was vital in the industrial age, is becoming this albatross around our necks.”

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