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  • IoT and the Cheerfully Oblivious Customer

    IoT and the Cheerfully Oblivious Customer

    Functions within companies that service end-user needs have historically relied on their customer’s transactional data to determine interests, habits and use of existing products and services. The analysis is is often pretty straight-forward (the customer bought tires 4 years ago, at 12,000 miles per year, they’re ready for a new set), or e.g. collaborative filtering;
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  • Are You a Good Customer?

    Are You a Good Customer?

    A case for Service Provider Satisfaction Surveys By now we’ve got used to service providers sending us emails with customer satisfaction surveys. Some are short and sweet and others long and uninviting. But when you consider that service is all about co-creation of value by provider and consumer, it’s obvious that not only the service
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  • Shaking Things Up a Bit –  The Service Management Manifesto

    Shaking Things Up a Bit – The Service Management Manifesto

    Are we there yet? We’re just getting started! A few weeks ago itSMF USA and HDI held their joint Fusion13 conference in Nashville, TN. Service management professionals once again came together with participants from all of the world. The biggest change this year was the introduction of a new discussion format for experts that led
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  • IT-Business Value chains revisited

    IT-Business Value chains revisited

    IT-Business Value Chain Have you ever felt frustrated that business people don’t understand the value of your work in IT? I certainly have and this was the reason why I spent some time thinking about how to translate the value of IT services to a business context. I wrote a blog on the topic in
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  • Metro Atlanta – IoT Future Gets Huge Boost

    Metro Atlanta – IoT Future Gets Huge Boost

    Metro Atlanta is becoming known as a technology hub, the city is already recognized as the No. 1 mobile-friendly U.S. city and No. 3 to become a “Tech Mecca,” . Now the region is getting a boost as more than two dozen metro region brands, including Accenture, AT&T, General Electric and The Weather Company along
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