Leveraging Moments of Truth


eGain is touting a report from Forrester Consulting and my friend Ian Jacobs purporting to show that omnichannel customer service is stagnant or worse when it comes to delivering service that customers need and want. Ian does good work and I am in agreement with him on this, but I have trouble with some conclusions, specifically the implication that the problem can be solved with more software. Now, I am a proud software bigot, but I am also fond of the saying, “If you take your car to Midas, you’re going to get a muffler.”

The original article can be found here: http://www.ecommercetimes.com/story/82580.html?rss=1

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Supposed 12" MacBook Air display assembly shown off in new photo set

A fresh set of photos from the Far East popped up online Friday purporting to show an assembled display belonging to Apple’s rumored 12-inch MacBook Pro with Retina display, complete with “polished” Apple logo ala the latest iOS devices.



The original article can be found here: http://appleinsider.com.feedsportal.com/c/33975/f/616168/s/429dc446/sc/5/l/0Lappleinsider0N0Carticles0C150C0A10C230Csupposed0E120Emacbook0Eair0Edisplay0Eassembly0Eshown0Eoff0Ein0Enew0Ephotos/story01.htm

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New images show Space Grey 'iPhone 6' mockup compared to iPhone 5s, HTC One

A number of new photos purporting to show manufacturing mockups of Apple’s next-generation handset have surfaced from sources in Japan and Korea, detailing a thinner, larger iPhone with a redesigned rear flash and relocated sleep/wake button.



The original article can be found here: http://appleinsider.com.feedsportal.com/c/33975/f/616168/s/3b970a5e/sc/5/l/0Lappleinsider0N0Carticles0C140C0A60C170Cnew0Eimages0Eshow0Espace0Egrey0Eiphone0E60Emockup0Ecompared0Eto0Eiphone0E5s0Ehtc0Eone/story01.htm

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