ARTICLES

Customer Experience

Desire: Connecting With What Customers Want
Feb. 2003, Fast Company

CEM vs. CRM
Oct. 24, 2002, Line 56: the E-Business Executive Daily

Monitoring the Amazon.com Customer Experience
Sept. 16, 2002 Computerworld

Align IT and Your Customers, Seybold Says
May 22, 2001, Computerworld

Usability and Design

Talking About the Elements of User Experience
Feb. 9, 2003, Webword.com

CIO Wishlist for 2003- Make it easier to use.
January 14, 2003, CRMbuyer.com

Web site traffic analysis
January 9, 2003, Computerworld

Users begin to demand software usability tests
Nov. 25, 2002 Computerworld

Helping Online Users Stay on Course
Aug. 19, 2002, Computerworld

Immerging Technology

Believe the Hype: Wireless Can Deliver
January 14, 2003 Computerworld