Fifteen years ago, analysts and investors frequently asked enterprises, “What’s your Internet strategy?” The unspoken corollary was, “If you don’t have one, you’d better get one fast, or you’re toast.” Today the question is, “What’s your mobile...
Have you seen one yet? The new iPhone 4S ? If you aren’t one of the lucky few who got theirs today, then just wait. You are in for a treat. Today marks a milestone for natural, conversational interaction between consumers and their mobile devices. Apple’s Personal Assistant Siri marks a sea...
Companies worldwide will spend more than $100 billion in customer care in 2009. Despite the significant investment companies are making, consumer satisfaction rates for customer care are extremely low. When it comes to self-service options by phone, a whopping 72% of consumers are not satisfied with...
