Featured Forum Posts View All
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Is U.S. Government Surveillance Wreaking Havoc with U.S. Tech Firms’ Cloud Solutions?
Australian banks are saying "Hell No, we won't go!" to the use of American companies' cloud-based solutions. On February 25, 2015, David Tanis, Manager of Information Systems and Frontline Analytics for Commonwealth ...
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Patty’s Pioneer, Peter Horne, Exposes Lenovo Security Risk
Things have been buzzing on our private email listserv over the past two months. Peter Horne, one of the most active members of Patty’s Pioneers*, began discussing a troubling problem he had ...
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What Are You Complaining About?
It’s snowing again! I live just south of Boston, and, guess what, it’s snowing…again. I’m sick of it! Just look at the view from the front door of my new house in ...
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Bank of America Prepares Customers for an Outage in Service
Two days ago, I received a message from Bank of America (where I am a customer). The email subject was, “We are making updates to better serve you.”
Rather than a marketing ...
Latest Articles View All
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Creating Customer-Centric Websites
Ensure that Your Customers Can Easily Accomplish What They Came to Do
Your web site should clearly demonstrate that you understand what it is that your customers are trying to do—their key scenarios—as they relate to your products and services. Are you putting your ...
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Oracle Service Cloud Virtual Assistant
A Good Solution for Oracle Service Cloud Subscribers
Here’s our evaluation of Oracle Service Cloud Virtual Assistant. It bundles good virtual agent/virtual assistant capabilities “in the box” with the Web Customer Service offering.
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When Comcast Insults Customers
Who’s to Blame?
When customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? ...
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Co-Designing Health & Care with a Community
How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements
Boothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer ...
