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  • Precision Medicine: IBM Watson Partners with VA on Cancer by Patricia Seybold in Innovation
    On June 29th, at Vice President Biden’s National Cancer Moonshot Summit, the U.S. Veterans Administration and IBM Watson Health  announced a public-private partnership to help doctors expand and scale access to precision medicine over the next two years for 10,000 American Veterans with cancer. Here's the write up from the ...
    Jul. 4, 2016
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  • Precision Medicine: Formation & Evolution of US Genomic Data Commons by Patricia Seybold in Innovation
    As a follow up to our coverage of Precision Medicine--the ultimate application of personalized services--there's progress to report on the ability for more clinicians and patients to benefit from targeted analysis, diagnosis and treatment of cancer by accessing a shared database of Cancer Genomes. This is part of Obama's Precision ...
    Jul. 4, 2016
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  • Can Vets Help US Citizens Get Gun Control Enacted? by Patricia Seybold in Other
    In the aftermath of the Orlando Mass Shooting, there are the usual feeble attempts to strengthen legislation to control the sale of assault weapons in the U.S. Why can't the people in this country make it clear that we are devastated by the rampant gun violence: mass shootings, school shootings, ...
    Jun. 18, 2016
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  • Linked In + Microsoft: The End of Office Productivity by Patricia Seybold in Social Media
    My heart sank when I read that Linked In and Microsoft would be merging. "Another tool I'll no longer use," was my initial reaction. Why? Because of the big brother factor. For some non-logical reason, I am OK with LinkedIn "knowing" whom I know, but not OK with Microsoft doing ...
    Jun. 17, 2016
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  • Change in How we Evaluate Customer Service Products by Mitch Kramer in Customer Service
    We recently published our Product Evaluation Report on, Salesforce’s customer service offering for small and mid-sized businesses. “Desk” is a very attractive offering with broad and deep capabilities. It earns good grades on our Customer Service Report Card, including Exceeds Requirements grades in Knowledge Management, Customer Service Integration, and ...
    Jun. 15, 2016
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  • Why Engage Community Members in the Design of a University Library? by Patricia Seybold in Innovation
    I grew up in a college town. Swarthmore College worked hard to maintain good relations with the people who lived and worked in Swarthmore, PA. But nobody from the College conferred with local residents about the design of on campus buildings. I imagine the architects involved in the design of ...
    May. 26, 2016
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  • Best Sources for Complex Customer Service by Mitchell Kramer in Customer Service
    Apologies to Ray Parker Jr. While your question or a problem may not be about ridding your neighborhood of ghosts, “Who You Gonna Call” to get the answer or solution that you need? Getting help on the Internet or on your mobile device is easy—type it into the search box ...
    Apr. 29, 2016
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  • How Seniors are Designing Social Support Networks by Patricia Seybold in Customer Culture
    What's the best way to support your aging parents' desire for independence and your desire for their health and safety? This is a top-of-mind critical concern for many people around the world. What's heartening to me are the number of customer-driven initiatives that have sprung up all over the globe. ...
    Apr. 13, 2016
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  • Has Twitter Forgotten its Customers? by Patricia Seybold in Social Media
    What interests me the most about Twitter as a platform and an infrastructure is its ability to help support social and political movements, more than its potential as a marketing tool. This came home to me when I watched this recent 14-minute TedTalk by Siyanda Mohutsiwa about How Young Africans ...
    Apr. 1, 2016
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  • The Helpdesks:, Freshdesk, Zendesk by Mitchell Kramer in Customer Service
    We’ve added our Product Evaluation Report on Freshdesk to our library of in-depth, framework-based reports on customer service software. We put this report next to our Product Evaluation Reports on and Zendesk. The three products are quite a set. They’re similar in many ways; remarkably so. Here are a ...
    Mar. 21, 2016
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  • Why Apple vs. FBI Matters by Patricia Seybold in Online, Mobile & IT
    The Apple vs. FBI legal battle over the need to unlock a dead terrorist's iPhone has been top of mind for many IT professionals, civil rights advocates, law enforcement supporters, legal pundits, and cyber-security experts. I wasn't planning to write about this topic, given that it has been thoroughly covered ...
    Mar. 7, 2016
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  • Apple vs. FBI: The Truth that Needs to be Known by Peter Horne in Online, Mobile & IT
    A little over a year has passed since I discovered the Superfish malware on my Lenovo notepad.  A memory I have quite clearly of that time was how hard it was to get the story out; it took a lot of analysis, research, proof, and a well connected network who could get ...
    Mar. 3, 2016
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  • FBI vs. Apple: Information is a Weapon by Scott Jordan in Online, Mobile & IT
    Larry Niven's classic story, Neutron Star, was one of my childhood portals to the world of science fiction.  In it, the mysterious Puppeteer race confronted the deaths of two researchers aboard a spaceship made by the Puppeteers' General Products company.  The ship's hull, constructed of an impenetrable and indestructible material, ...
    Mar. 3, 2016
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  • Don't Miss Your Chance to Shape the Future of Medicine by Patricia Seybold in Innovation
    To me, the most exciting initiative that's been triggered by President Obama’s focus on Precision Medicine is the Precision Medicine Initiative (PMI) Cohort program. Its goal is to recruit a cohort of 1 million people in the U.S., all of whom agree to share their health data, including their medical ...
    Feb. 25, 2016
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  • Can US Ensure Privacy of EU Customers' Info? by Patricia Seybold in Online, Mobile & IT
    Pattys' Pioneers have been tracking the collapse of the Safe Harbor agreement between the EU and the US that has made it illegal to move customer data back and forth between the EU and the U.S. The Safe Harbor Agreement was signed in 2000 and allowed U.S. companies to extract ...
    Feb. 9, 2016
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  • The 10 Best Privacy Tools of 2016 by Scott Jordan in Online, Mobile & IT
    Here are some useful and interesting tools for protecting your online privacy, according to Patrick Howell O'Neill, in the Daily Dot: The 10 Best Privacy Tools. They include: The TOR browser Signal, secure messaging Qubes OS--a secure operatng system Last Pass-a free password manager PGP Email software Eraser, a secure ...
    Jan. 19, 2016
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  • 10 Ways to Harness Your Customers' Intelligence by Patricia Seybold in Customer Culture
    Back in 2006, when I was just completing my book, Outside Innovation, I recall talking with Sean Belka, an SVP from Fidelity about my findings. One of the off-hand comments I made at the time galvanized Sean. I said something to the effect that the most profitable companies will be ...
    Jan. 17, 2016
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  • Pattys' Pioneers Predictions for 2016 by Patricia Seybold in Innovation
    Every year, members of Patty's Pioneers' group enjoy sharing their technology predictions for the coming year. This year's submissions are interestingly diverse. Several touched on topics I hadn't heard of, much less thought about, such as: Biogenetic Malware: CRISPR: Pat Kerpan: "In 2016, we'll get the first real "MALWARE" scare ...
    Jan. 16, 2016
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  • 2016 Predictions: Shifting Priorities by Peter Horne in Innovation
    Boomers Pass the Baton to Millennials We have seen "Peak Boomers"; their asset accumulation and cultural influence will wane from here, as the millennials begin to assert themselves.  2016 will be the start of the confusion as the old priorities of health care, retirement, quality of life in place, etc. ...
    Jan. 10, 2016
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  • Biogenetic Malware & Virtual Reality by Pat Kerpan in Innovation
    Biogenetic MalWare In 2016, we'll get the first real "MALWARE" scare from the CRISPR biogenetic technologies.  Beyond the need for our computer anti-virus and cyber-security, one of the first scary proofs of the possibility of "garage-built viruses" will get mainstream media attention.  Of course one could imagine the large biologic ...
    Jan. 8, 2016
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