Click on this image for an excerpt of remarks by Grant McCracken in a session called “Listening and Empathy: Making Companies More Human” at Futures of Entertainment 2012, MIT, Cambridge, November 9, 2012.

Thanks to Sam Ford for organizing and moderating this event and to fellow participants who are, cruelly and unreasonably, excluded from this edit: Lara Lee, Carol Sanford, and Emily Yellin. For the full video, please go to http://bit.ly/WTy3dE.

Comments please.