John Dionne’s stories

Change is a constant part of our lives and influences everything we do. At times, the pace of change can seem slow, but when you take a few moments to look back and reflect, it’s easy to see just how much change can happen over a relatively short period of time. From a customer care perspective, much […]

Consider changing customer expectations and technology advances when building your business case for customer care.

Back in the early 1990’s, at the start of my career, customer care and automation were very different than today. The World Wide Web had yet to become widely adopted and was certainly not viewed as a customer care tool by many. Yes, some people had pagers, but few had cellular phones. Smart phones? …Well, […]