December 2019The most damaging thing you learned in school wasn't something you
learned in any specific class. It was learning to get good grades.When I...
Every day, millions of customers have terrible experiences. Support teams get blamed. Budgets get slashed. Quality drops further. Everyone shrugs and calls it "the...
December 2019There are two distinct ways to be politically moderate: on purpose
and by accident. Intentional moderates are trimmers, deliberately
choosing a position mid-way between the...
Anonymous metadata-resistant instant messaging that just works.
Ricochet is an experimental kind of instant messaging that doesn't trust anyone with your identity, your contact list,...
August 2021When people say that in their experience all programming languages
are basically equivalent, they're making a statement not about
languages but about the kind of...
REID HOFFMAN: Every executive and every entrepreneur will face moments of truth. Moments when their skill is judged. When their worth is determined....
For years, we’ve conducted annual research on the trends shaping the customer service space and shared those insights in our Customer Service Trends Report....