Notes from the RightNow 2007 Summit

I’m in Colorado Springs for the 9th RightNow Summit.  (You know you have a great job when it requires you to spend time at the Broadmoor, one of the best hotels in the world.)  I always enjoy attending the RightNow user conferences; these are rabidly happy customers and they are willing to share their experiences, [...]

Empolis Brings Context to eService with Information Logistics

I’m happy to say that the SSPA is gaining more reach and visibility in Europe, including plans for our first European conference in 2008 (stay tuned for more details!).  When it comes to service and support technology, North America certainly doesn’t have a lock on innovation, and yesterday I had a great briefing with German-based [...]

Supporting Customers using Online Communities

It is always nice to get a little press attention, and I’ve had some great feedback after my quotes in the Wall Street Journal last week in a Journal Report on Technology entitled, “Support’s Perfect Storm.”  And, I’m credited in print with the name, having been publishing about Support’s Perfect Storm for a year now.   [...]