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  • Best Sources for Complex Customer Service by Mitchell Kramer in Customer Service
    Who You Gonna Call? 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 ...
    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: Desk.com, 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 Desk.com 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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  • 2016 Predictions: Biomimetics & Silicon Cognition by Scott Jordan in Innovation
    Silicon Cognition Several years ago I flogged the term “Cloud-Based Episodic Parallel Processing” and tossed c-bepp.org onto the Internet with a concise manifesto of a vision: a cloud API for applications running on PCs and other puny computers to be called when massive computation (or computation on massive amounts of ...
    Jan. 8, 2016
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  • 2016 Predictions: Cloud Computing by Pat Kerpan in Online, Mobile & IT
    AWS Continues to Lead; Azure Catching Up In a mental model of an upper right quadrant, AWS is way upper right, Azure is closing on them from the middle of the quadrant, and the pack is at the "origin" of the quadrant.  The news here to me is that the ...
    Jan. 8, 2016
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  • 2016 Predictions: Technology & Politics by Peter Horne in Online, Mobile & IT
    For me, personally, in 2016 I will be positive about any idea that decentralises the stifling old monopolies of government, big business and the boomer generation, and any idea that provides leverage for the young to be less oppressed and more successful than the generations that came before them. Evolution ...
    Jan. 7, 2016
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  • 2016 Predictions: Cloud Lock-In, API Boom, IoT Security, Data Jurisdiction by donald Callahan in Online, Mobile & IT
    Public Cloud Vendor "Lock-In" Emerges as a Big Issue AWS in particular is now differentiating not on vanilla IaaS but on innovation - with attractive functions like the event driven Lambda service (among many other things) that only AWS offers. In this context, portability is a pipe dream and companies ...
    Jan. 7, 2016
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  • 2016 Predictions: Salesforce, Apigee & Mellanox by Phil Gibson in Online, Mobile & IT
    The SalesForce Cloud ecosystem will continue to explode in size and users with every services company that moves porting to the SalesForce1 platform. Mellanox (a name that everyone knows, right?) will leap from 100G Infiniband dominance in the high performance computing space to drive the growth in the 100G open ...
    Jan. 5, 2016
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  • Seven Things Your Customers Will Demand in 2016 by Patricia Seybold in Customer Experience
    Here are the "must haves" for the customer experience you need to be able to deliver to your customers in 2016. If you aren't doing all of these things really well this year, you're guaranteed to lose customers and marketshare to those who do. Give me Access. Both business and ...
    Jan. 4, 2016
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