Crossing the chasm for the Internet of Things
Crossing the chasm for the Internet of Things

Note: This article originally appeared on the Support.com blog on September 21, 2015. It has been edited from its original version. The industry has made some progress in the last two years but I find the five key challenges still relevant. I think you will too. In “Crossing the Chasm“, Geoffrey Moore describes the lifecycle […]

CES 2017 – Spotlight on the Future of Tech Support

Every year in January, Las Vegas plays host to one of the largest trade events in the world — the Consumer Electronics Show (CES). This global gathering of consumer technologies draws more than 175,000 people to look at the latest and greatest in tech offerings. Products range from new and improved home appliances to incredible […]

October 21 DDoS Attack: Why This One Was Different

A Denial of Service (DoS) attack is simple in concept: A malicious party sends millions of innocent-looking requests to a company’s website in an attempt to so overwhelm the server that it not only has difficulty responding to legitimate requests, it crashes altogether. Think of a mob of thousands of pranksters trying to cram their […]

In the Connected World, Context is King

In the Internet of Things, and particularly in the sub-domain called the smart home, there is so much information flowing in all directions that just dealing with exceptions or trying to derive insights are no longer sufficient for the realization of all the potential value that exists. True utility is dependent on devices and systems […]

Why What we’ve Always Done won’t Work Anymore: The Special Challenge of Launching Products for the IoT

Like a car with an engine too powerful for its frame, much of today’s Internet of Things technology seems to be outstripping our capacity to use it effectively. Even at this early stage, predictions of continuing double-digit expansion in adoption of new connected devices are showing signs of being wildly optimistic: The enthusiasm shown by […]

How Smart are Smart Homes?

Despite another wave of Smart Home devices and services entering the market following CES 2016, growth in related consumer demand is slowing, a clear indication that there are significant challenges to mainstream adoption. The complexity of securely and properly installing and managing all of these new devices – along with the lack of adequate support […]

CES 2016 Focuses on IoT —
Breaks Attendance Records

What is CES? CES, or the Consumer Electronics Show, came to a close on January 16th in Las Vegas, Nevada. CES is the almost 50-year-old annual trade show that features all the latest and greatest (and many not so) technologies and gadgets from around the world. While I’ve worked in the consumer electronics industry for […]

How important is customer support in shaping brand experiences?

Here at Support.com we recently conducted an online survey of 1,000+ consumers, asking them about their support experiences with brands at different stages of their customer journey all the way from consideration, to purchasing, to onboarding, to enablement, to continued loyalty. The results of the survey were fascinating. Some of the data confirmed what we’d […]

Crossing the chasm for the Internet of Things

“Crossing the Chasm” is one of my favorite business books of all times. Geoffrey Moore describes the lifecycle of new technology adoption that, by now, should be familiar to everyone in high tech. One of the key points in the book is that there is a chasm in adoption between innovators and early adopters on […]

Re-thinking Contact Center Metrics in an IoT World: A Modest Proposal*

(* with apologies to Jonathan Swift) Ask managers in the contact center arena and they’ll tell you that they live and die by the same set of metrics they were using when they opened the doors: average handle time, first-call resolution, etc. And why not? If you handle a million calls a year and lop […]

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