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How Should the Disclosures about NSA Snooping Change Things?
I can’t ignore Edward Snowden’s whistle-blowing revelation: The US government is snooping much more than our US Constitution allows on the private communications of its citizens, residents, and even lawmakers. Not to ...
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1Q2013 Customer Service Update—Starting Our 10th Year Tracking Customer Service Each Quarter
We bring you our Quarterly Customer Service Update for the first quarter of 2013. With it, we begin our tenth year of covering the leading customer service ...
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Social Media ROI, Big Data and Customer Experience
Well first I must apologise for being away from this forum for so long! Been a crazy many months! But I am back because I was thinking about ROI, Big Data and ...
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Breakthroughs in Bio-Computing
It’s now clear that the next generation of software and hardware developers will need to master both life sciences and computer science. Why? Because the two fields are increasingly becoming intertwined. This ...
Latest Articles View All
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Customer Co-Design for Elder Independence
Approach for Elders to Age in Their Homes
Dr. Allan Teel's new book tells the remarkable story of an innovative “virtual assisted-living” program that was co-designed with 40 elders in Maine and is now rolling out across the country.
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Tackling a Wicked Problem: Water Issues!
How the Delta Dialogues Project Is Using Dialogue Mapping to Build Shared Understanding
The Sacramento–San Joaquin Delta Conservancy wanted to engage key stakeholders in planning the future of California’s fresh water supply. They used CogNexus Group’s Dialogue Mapping™ to ...
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Customer Service Supplier and Product Update 1Q2013
1Q2013 Was a Good Quarter for Customer Service
1Q2013 was a good quarter for customer service. Customer growth was the highlight, and it drove good financial performance resulted. Product and company activity were high. M&A was big news as Nuance ...
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The Future of Computing
New Wealth Will Conform to Old Patterns
Scott Jordan considers the future of highly personal computing—computing on and around our person--and its relationship to the “new wealth,” in which privacy may be a luxury.
