Much like how every part of Optimus Prime’s robot body is engineered for the sole purpose of destroying his mortal enemies, the Decepticons; service has to start focusing on engineering meaningful experiences for the customer. Bill Buxton, principal researcher at Microsoft Research, once wrote an article about the emerging discipline [...]
It’s 8:30 am. You reach the office and turn on the computer. To your horror, the machine refuses to start. You take a deep breath, recollect yourself, and put in a call to your company’s IT Helpdesk. When the line finally connects, an agent tells you in a businesslike voice: [...]
Hardly a day goes by without some company reporting either a breach in their systems or a loss of confidential data. It doesn’t just happen to small businesses. Giants like Facebook and Google have also been in the news for all the wrong reasons. You would think that in [...]
