Black swans come in both positive and negative flavors

The 2021 CX.Report is coming soon at this year’s SXSW

There’s been plenty of talk over the past year about the “black swan” event of COVID-19.

Thanks to the work of Hajj Flemings, a friend and a CEO, I’ve long been thinking about how we use the word “black.” So I was intrigued by this letter to the Financial Times written last fall by a professor of finance, and the…