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Recent Posts

Guest Post: How Social Media Has Changed Customer Service

The emergence of the 1-800 number changed the customer service game fifty years ago. It enabled customers to directly reach out to the companies they support with their hard-earned money. Back then, snail mail was the only other way to … [Read More...]

Implementing Customer Experience, Cloud, IOT or Any Technology Project? Why Will it Fail?

Obviously no one plans on implementing a project that will fail. However, statistics show that over the past 20 years a very large percentage of … [Read More...]

The Need for Customer Experience is Based on Science Not Myth

The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than … [Read More...]

Local Motor’s Self-Driving Vehicle Taps the Power of IBM Watson

There's been a lot of talk around self-driving cars and Local Motors, a leading vehicle technology integrator and creator of the world’s first … [Read More...]