Why do customers follow Cisco on Facebook, Twitter and community forums?

At first blush the term “slavery” may seem too strong to describe Yahoo!’s controversial new policy.

Humans and technology are much better at adding than removing. That needs to change.

On its own, search technology will not help us find the right things quickly. We need human expertise and human management.

Customers today have less and less attention to give. On the Web, they’re doing research, trying to complete tasks. They don’t like being disrupted.

Today, the number one challenge of the web professional is as a change manager.

Enterprise mobility is quickly moving from pilots and proof-of-concepts to delivering key business functionality for staff when they’re away from their desks.

Decentralized web teams rarely reflect a professional approach to web management. They tend to be a cost reduction tactic.



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