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MX 2009 Speaker publishes Forresters 2008 Custome


Forrester has just released in 2008 Customer Experience Index. (Registration required to download). The Index was compiled by Bruce Temkin, who will keynote Day 1 of MX 2009. The results confirm what we all suspect retailers and hotels rank the...
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Single Question Interview: Matt Jones


So, its funny that Brandon just posted about how much he loves the Dopplr Annual Report, because, unknown to him, I had already emailed Matt Jones to ask about it. I thought it would make a good Single Question Interview, a new, and perhaps...
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Social Networking - Not Facbook


List of most popular social networking sites that are free to join and enable you to connect online with members of your interest. Facebook and MySpace may be the hottest social networking sites around but therere so many other online social...
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Salesforce.com Silicon Valley City Tour


I had a chance to participate on a panel at the salesforce.com city tour in Santa Clara last week. I would say there were roughly 500 people in the audience, and it was fun for me to present as a salesforce customer. I was on the panel with Doug...
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Performance Training for Managers


Performance management systems really mean performance improvement for employees. I've heard sufficient stories to know that it doesn't always work out this way but on questioning HR people, employees and line managers, it is not the process or...
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Whats a Design Strategy look like?


Designers often talk about the results of their work, and even about the design process, but what we dont often talk about is the careful framing of a project that allowed us to do the great work in the first place. When working with organizations...
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