Mobile and wireless technology

After all, we interact with our phones 150 times a day.

Takeaways from a survey of more than 800 customer service reps.

This post is part of Creating a Customer-Centered Organization. How well do you know your customers? We’re guessing not as well as you would like to … and not as well as you’ll need to in the future. Understanding customers has never been more important as empowered, fickle consumers take less notice of your marketing […]

Instead of just responding to requests, anticipate people's needs.

Is it worth the investment?

Can the Philippines catch up to Singapore?

Note: This blog was co-authored with Justin Chakma, an undergraduate student at the University of Toronto. One of the notable differences between emerging...

Another thing for CIOs to worry about.

Even when it’s silent, even when it’s facedown.

Most of us aren’t teaching our intelligent assistants how to be helpful.

You don't get to decide which device your customer uses to access the internet.

It opens up a whole new world of digital marketing.

Today’s always-on consumer is turning the traditional path to purchase on its head.

A task management strategy for the overwhelmed.

And we’ll rely on stores less and less.

For one thing, 75% of cars will be connected by 2020.

Four reasons.

Soon your phone will know how you're feeling, and it might tell HR.

Everyone wants their own mobile application. In the last year, I have heard this consistently. In fact, mobile analytics firm Distimo claims 91 of the top 100 brands have their own mobile app (up from 51 just 18 months ago). On the surface this sounds great, right? I can use my big brand name to […]

Becoming mobile-friendly engages new kinds of customers — and yields surprising results.