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As I mentioned in a previous blog, I don't think I know of any government organization that hasn't established some form of digital-first strategy. However, many will admit they have a long way to go before they achieve digital nirvana. The idea of...

In part one of this two-part series, I introduced The Social Funnel, a tool we use to help our customers understand how they should participate in social channels with their customers. I also discussed the first and second layers of the Social Funnel...

The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics. I love and respect tradition. When it comes to special family customs...

I was reading a Forrester Brief from Ian Jacobs1 recently on the topic of speech analytics. One thing that really caught my eye in the brief was his suggestion of using analytics to improve the quality management process. In the brief Ian wrote the...

All you need to do is open a magazine, turn on the news or walk the floor of an industry tradeshow to know that the security landscape is changing. In previous years security was limited to the protection of physical assets and people—but that is no...