AI
Lessons From My Accounting System's Sudden Crash
A case study in how not to run a software company and the current limitations of AI.
Tag: Customer Service
Rants about how businesses treat arguably their most important assets.
Management
What I Learned Visiting an Amazon Fulfillment Center
Thoughts on my recent tour of an insanely large facility.
Analytics
Ignore Web Data at Your Own Peril
It's never been more important to capture what others are saying about you.
Big Data
The Electric Possibilities of Big Data
Never before have we been able to ask and answer such profound questions.
Big Data
On Visualizing Data and Laziness
There's just no excuse today for making customers hunt and peck to find relevant information.
Trends
Why I Cut the Cord
Thoughts on ending my nearly 20-year relationship with cable companies.
Platforms
When Laziness Trumps Technology
We have the right tools. What about the right mind-set?
Management
Fire Your Clients
The client-vendor relationship should be mutual.
Book Reviews
Small Giants
This book resonated with me on a number of levels.
Trends
The Social Customer
Anyone can claim to be an expert on social CRM these days.
Cartoons
Travails of a Technology Consultant #13: Verizon
After a long reprieve, my cartoon alter ego is back. Yep, I'm finding new ways to "critique" Verizon.
Miscellany
Old School: Companies That Still Just Don't Get It
This level of cluelessness just amazes me.
Publishing
An Open Letter to Jeff Bezos
Mr. Bezos: Tear down that wall.
Social Media
Facebook, Scrabble, and the Limits of Free
Users and customers are not the same.
Social Media
My Social Media Experiment
Fed up with my recurrent VOIP problems, I have decided to take Comcast to task.