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Those of you that have followed the progress of IBM’s Watson, the supercomputer that won at Jeopardy in 2011, will know that for the last year he has been in medical school, helping with [...]

Interesting news today that UK mobile operator O2 is seeing 1 million fewer customers calling their call centres, so they are investing £50M in more digital services. Quoting from the press [...]

Many of you know that I no longer deal with organisations the old way – I don’t like waiting in a telephone queue because “my call is important”. Instead, I tweet. On [...]

While many companies are still coming to grips with how they need to change their approach as a result of the rise and rise of social networks, one industry is well placed to capitalise on it [...]

Twitter should not be seen as a problem for companies, instead it could be the perfect solution, but only if we move from hearing to actually listening. Until now, we may have thought it was just [...]

A trick I have been using with my large corporate clients who are nervous about unleashing their teams onto twitter for customer service is to setup a safe training environment using Yammer . [...]

Both Lucy Kellaway (whom I have never met but would like to) and Jonathan Salem Baskin (with whom I shared an enjoyable dinner in London a few months ago) have written excellent pieces on the use [...]

It must be a slow news week, because a recent Daily Mail article by Jason Lewis titled How ‘BT Sarah’ spies on your Facebook account: secret new software allows BT and other firms to [...]

This article first appeared in the PointZero magazine, issue 2 October 2009. It is often said that marketing helps consumers decide which product they should buy, and the customer service and [...]