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Riding out the Storm with your Customers

Earlier this month, KANA and Utilligent delivered a compelling webinar (Lessons learned from Superstorm Sandy) related to the challenges faced by utility organizations during natural disasters. I believe that one of the most important challenges—I think you’ll agree—is how to maintain a consistently good customer experience during and immediately after a disaster until things get back […]


Message to my grocer: Please make online shopping with your store easier!

I’ve been buying my groceries from the same major retail chain for the last 20 years.  I’m happy with the quality of their food and household products.  I used to spend 2-3 hours every Saturday/Sunday going through the different aisles looking for new items and interesting offers that sometimes persuaded me to buy food we didn’t need […]