Drugs? I bet that’s the first thing that came to mind when you read this blog post’s title. Funny that, or perhaps not so funny if you are the City of Amsterdam, which has so much more to offer than ‘coffee shops’. Unfortunately, for many people, particularly (if you excuse the generalization) the young, Amsterdam [...]

How do I shop, let’s say, for a new digital SLR camera? I go to the internet and search for cameras, read the reviews, do product comparisons and shortlist the brands and models that meet my need (want?). Then I search for the best price. Next maybe I’ll go to a retail store like Best [...]

Back in the day, I did a little studying with Gary Becker at the University of Chicago, winner of the Nobel Prize for applying micro-economic theory to criminal behavior. My use of the phrase ‘a little studying’ is precise, because my main lesson learned from this brilliant man was that ultimately economics is advanced math, and [...]

We’ve just finished the annual KANA Summits and, as usual, I’m full of new ideas and insights. One of the more interesting aha moments came unexpectedly during Chris Perfetti’s presentation on User Interface Design (UID). Chris talked about defining a simple, clear and actionable usability plan that includes quick feedback sessions and regular reviews of [...]

I was traveling abroad with my family recently and was prepared with the two different languages of the three different countries we were traveling through. I had my English to German and English to Italian books along with the CDs of common phrases. My wife and I religiously played those CDs every time we were [...]

In my job as VP of Solutions Marketing at KANA, I’m privileged to get to meet a lot of customers and prospects across many different industries and countries.  One of my focus areas is the public sector. What I’ve found is that regardless of where you go in the world, public sector organizations are looking [...]