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Blog Entry
Gig Economy: A Lightbulb Moment for the CX Industry

In the near future, how we work, where we work, when we work—and, quite possibly, how we’re paid for that work—will be demonstratively different from what we experience today. Evolutions in technology, processes, people, and business will disrupt and drive this change. How they respond to these...


Blog Entry
Scaling Customer Service in an On-Demand Economy

When I was younger, my friends and I tested our athletic prowess by going up the “down” escalator. Sometimes I was successful. Other times, I got close before I lost all my progress and the escalator took me back to the bottom. Customer service can feel like this sometimes—especially at a...


Blog Entry
0-90 Days: Startup Customer Service Made Easy

You just had that amazing first idea. The one that is going to be the foundation for the future. The future that will redefine or re-envision the marketplace. You are starting to put together a plan. You are stoked about this new idea that has now turned into a viable product. You have had...


Blog Entry
Where Most Freemium Games Fail, Kabam Aims to Win

A few years ago, I downloaded my first freemium game. I played it for a while and then had an issue. I submitted a ticket on the company's support website. Forty-eight hours later I got a response. By then I had already deleted the game and moved on to another one. So I deleted the email and...