OUR REFLECTIONS (UNFILTERED)

Mariana Socorros

Culture Without a Manual: The Invisible Habits Companies Still Haven’t Learned to See

I’ve been traveling to Guatemala for several years now, and I’ve always been struck by how deeply culture is woven into the daily lives of people, companies, and places.

User Experience: When Operational Inconsistency Betrays the Brand Promise

Beyond culture, there's something revealing about comparing Orlando and Paris: the details that build lasting memories.

The Disney Paris Case: When Organizational Culture Impacts the Employee Experience

Just a few weeks ago, I wrote about how 2026 marks a turning point for organizations: the moment when decisions about employee experience stop being aspirational rhetoric and become a real competitive advantage.

What employee experience will look like in 2026: the agenda organizations can no longer postpone

January arrives with that blank-page feeling shared by both organizations and professionals.

How to not screw up your client experience when you only get one chance

“From a scale of 1 to 10, how would you rate your experience at our branch?” That’s the question I got via email after spending one hour standing in line at a bank. My answer was: a 4. The next day, I received a phone call from someone at the branch —...

How to map out the final stretch on the road to innovation

The other week, a client and I were discussing how to approach an innovation process within their organization. After reviewing and agreeing on the details, I asked how we’d proceed after each work cell produced an MVP (or Minimum Viable Product). The...