Every once in a while I’m pleasantly surprised when tech works (mostly) as expected without a lot of frustration involved. When driving, I frequently hook up my phone to the car. I do this so I can view the map…
Category: Digital Dilemma
Fragmented Customer Service
To add to last week’s post, Customer Service Failures Due to Poor Information Management, one challenge I didn’t name specifically is how fragmented customer service has become. This fragmented service also leads to poor results, confusion, and a lot of…
Customer Service Failures Due to Poor Information Management
I recently experienced an epic customer service failure caused by poor information management (IM). When I tell people I work in IM (or the fancier sounding information governance), I often get quizzical looks. Or a long “hmmm” followed by, and…
More Online Form Failures
I’ve blogged about forms before. In one post I ranted about the inefficiencies of poorly made online forms. But the second one offered a more optimistic future of easy, available online forms. The pandemic accelerated this change. It’s a good…
Navigating the Post-Pandemic Workplace
I recently returned to work after an 18-month leave. When I started my leave in 2019, everything was business as usual. This included many of the typical onsite office experiences such as collaborating on documents through email. Patchy online meetings…