Tag: Technology Strategy
We’ve Poisoned the Self-Service Well
Self-service technologies like interactive voice response (IVR) and chatbot systems have a bad reputation. Many customers view them as roadblocks in their journeys, pain points to be eliminated. The technology was well intended, but as Peter Drucker said, “culture eats strategy for breakfast.” Have poor implementations contaminated the water? It’s true, the water has been ...
The Caffeinated Tale of Nespresso & How They Do Customer Experience Right
Coffee is coffee is coffee? Wrong. Call me a coffee snob if you must, but there is a distinct line between good coffee and bad coffee. If you are unaware of this line in the sand, give me a holler and we’ll set up a time to get you on the right track. 🙂 Once ...
Diversity in Tech: Is the Paradigm Shift farther away than we think?
I have partnered with the fantastic people at <div>ersity to publish today’s blog post on Medium! This opinion piece/ blog post discusses some facts about our current workplaces, the Baby Boomer retirement situation, and how this all effects the paradigm shift towards gender and minority parity in technology. For those who haven’t heard of < div ...
I’m a Toys ‘R’ Us Kid
Was—I was a Toys ‘R’ Us Kid. Because Toys ‘R’ Us kids did in fact grow up but apparently not enough of them grew up to be Toys ‘R’ Us adults. Now Toys ‘R’ Us is doneso. I had another blog post started about customer privacy and personalized consumer experiences but the recent news of ...
The Journey Begins
Thanks for joining me! If You Are Working On Something That You Really Care About, You Don’t Have To Be Pushed. The Vision Pulls You. – Steve Jobs
