Talisma, a provider of knowledgebase and multi-channel interaction management technology widely adopted by SSPA members, announced today they are being acquired by nGenera (formerly BSG Alliance), a new SaaS software firm that recently launched the “World’s First On-Demand Platform for Business Innovation.” nGenera is not a household name in the customer service industry, but judging [...]
Archive for May, 2008
What I heard: Trends from the SSPA Best Practices Conference
May 13, 2008Having spent the majority of last week at our Spring Best Practices Conference, I’ve thought a lot about the conversations I had and have tried to come up with some top trends/issues to share. These are still a bit raw, but I need to write up a formal research report on the topic so consider [...]
Live from the SSPA Best Practices Conference: Day 2
May 7, 2008Tuesday was the final day of the SSPA’s Best Practices Conference held at the Santa Clara Convention Center. I spent most of my time in 1:1 member meetings, but for a recap of keynote presentations, you can read the conference blog. I would be adding more pics to my posts, but WordPress has upgraded their [...]
Live from the SSPA Best Practices Conference: Day 1
May 7, 2008With a total attendee count around 800, the first full day of the SSPA Spring Best Practices Conference got underway Monday at the Santa Clara Convention center with our Executive Director, Steve Smith, giving his views on strategic industry trends. My favorite part was the move from people centric to tools centric to product centric, [...]
Highlights from opening day of SSPA Best Practices Conference
May 4, 2008After months of planning and preparation, today was the opening of our Spring Best Practices Conference, held at the Santa Clara Convention Center. We had several pre-conference workshops today, including mine: “Web 2.0: Key Elements for Success.” I had a great group of members in the workshop, the majority of whom already have a discussion forum for [...]
