I’ve been checking in on the trials against Alex Jones for a while. I still recall where I was when I first heard about Sandy Hook. Horrified and shocked by the shooting, I almost had to leave work early that…
Category: Digital Dilemma
The Customer Experience Saga Continues
Almost a week after I submitted the photos for my accident claim, the auto body shop finally received them. By good old fashioned email! I was stunned. After that streamlined, efficient app experience, I really had high expectations. Though we…
A (somewhat) Promising Customer Service Experience
Last week I had a minor fender bender. Importantly, nobody was hurt. As the other car owner wisely said, it’s just metal and we can fix that. I haven’t been in any kind of a car accident since the 1990’s.…
Imagining a World without Email
This summer we acquired a summer student to help us devise modern solutions for our service inbox. Each day, the service inbox for our department receives dozens of emails on a variety of issues. Some requests are easily resolved, while…
Digital Dragnet Dangers
Overturning Roe v. Wade has a greater impact than I even first realized. Since the decision became official about a week ago, I’ve been seeing a lot of articles discussing the digital side of things. For example, the kinds of…