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Category Archives: Usefulness

Branded Apps for Baby Care

Written on November 26, 2012 at 8:00 am, by

These pharma-sponsored apps for baby care are useful, but are they social enough? After completing in-depth interviews with about 50 creative and digital directors, brand managers, and mobile development executives during a study I did for Info-Tech Research Group, two  Continue Reading »

How Is an iPod Similar to a Contact Center?

Written on December 22, 2009 at 12:50 am, by

During a field study that included a major financial institution’s contact center, a senior manager grabbed my attention with this nugget: “every second is a full-time employee in our world” [1]. He went on to describe how, if the average-call  Continue Reading »