Every now and then, the business world presents us with a lab experiment that we can observe in realtime. Netflix's announcement that it is splitting off its DVD-by-mail business

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Last week we conducted a webinar for mobile service providers on Customer Experience – "In-Service Customer Experience Management – Include the Customer for a Holistic Solution

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In a talk earlier this year to employees, Nokia CEO Stephen Elop asked a question that many were probably afraid to answer truthfully, given how Nokia is struggling to combat

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Playing off of the obvious (and sometimes absurd) stereotypes of business and technology leaders inside product and services organizations and where they often direct their

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