Coke adds choice to life

“Coke’s RFID-Based Dispensers Redefine Business Intelligence” by Mary Hayes Weier (Information Week, 8 June 2009) Don’t let the geeky title scare you. Put yourself in the shoes of a Coke guest and read between the lines. This a perfect example of the shift in expectations that’s being driven by the empowerment guest now enjoy as […]

The real e-proof is in the real e-details

“Web Sales with a Human Touch” by Edward H Baker is in the latest issue of Strategy+Business ( talks about Sales Next, a product/service from 24/7 Customer ( that aims to make a science out of customer support & sales web chat. Very interesting stuff, eh? However, as one would expect, there are some questions […]

Search? No, find

“The road to finding is paved with data: Web analytics and user experience” by Louis Rosenfeld (, Think Tank section) is a brilliant blend of Information Consumption and The Guest Experience. So good that the AU value add on this one is simple… Read it!