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Homeland Security Watching Facebook, Hulu, Dozens of Others

A government official says the program was intended solely to enable officials to stay in touch with Internet-era media so they were aware of significant, developing events to which Homeland Security or its agencies might have to respond. ...More
January 12, 2012 By Josh Long
Posted in News
Social Media Threatens AT&T, Verizon Text-Messaging Base

As Apple and Google further integrate Facebook, Twitter and social media into their systems, carriers in America and other parts of the world will want to keep a close eye on their revenues, which could very well decline. ...More
January 3, 2012 By Craig Galbraith
Posted in News, Revenue Management
Twitter Gets Big Investment from Saudi Prince

Earlier this year, Twitter managed to raise $400 million from private investors. The investment firm that led the funding round valued Twitter at a staggering $8 billion. ...More
December 19, 2011 By Craig Galbraith
Posted in News
Convergys: Call-Center Agents Still Critical to Customer Care

But the rapid growth of alternate channels means companies must excel at managing the customer experience across multiple platforms. ...More
December 14, 2011
Posted in News, Customer Experience Management
Verizon Sorry for Scary Text That Got Homeland Security Involved

The public was never intended to see it. Now Verizon finds itself doing damage control. ...More
December 13, 2011 By Craig Galbraith
Posted in News
Convergys Survey: Bad Service Takes Toll on Reputations, Sales

The number of U.S. customers who report a bad service experience to the offending company is up 5 percent over the past year and 13 percent since 2009. ...More
October 18, 2011
Posted in News, Customer Experience Management
The Era of Short Memory and Loud Voice

If we measure loyalty by the length of time a customer has been using one company’s product or service over a competitor’s, it means nothing if said customer is gone tomorrow. ...More
October 13, 2011
Posted in Blog, Billing, Customer Experience Management
British Gov't Considers Social-Media Blackout During London Riots

The criminal acts rocking Britain were organized through social media, British Prime Minister David Cameron said Thursday. ...More
August 11, 2011 By Josh Long
Posted in News
Indonesia Operator Picks Smith Micro Experience Manager

The Smith Micro solution enables mobile users to access and manage wireless services through a convenient “digital dashboard." It’s designed for a full range of mobile devices on the AHA network. ...More
August 11, 2011
Posted in News, Customer Experience Management, Revenue Management, Service Creation & Delivery
Google+ To Influence Mobile Growth?

Some app developers believe Google+ can catch up to Facebook. ...More
August 4, 2011
Posted in News