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Aurora: What Is Internets Atomic Level?


For most casual web users today, the smallest thing on the Internet is a web page. This is the element that a user can recall via a URL, store in a bookmark or forward to another user. Sure, theres sub-elements of a page such as the text or an...
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Serious logistical expertise


Im about to head to Dreamforce, Salesforces annual user conference. Last year it was 5,000 people. This year could be as many as 10,000. Its a big conference with tons of logistics. But check out what the Obama campaign pulled off yesterday....
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A bench with two seats


A few weeks ago, I had the opportunity to hear Joshua Gutwill, a researcher at the Exploratorium, speak about Instrumenting Chaos: Understanding the Visitor Experience in a Free-Choice Environment. In the Q&A part of the talk, someone asked if...
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Is Your Organization Experienced?


A few days ago, while reading Bruce Temkins excellent Customer Experience Matters blog, I came across a post announcing a new Forrester report called The Customer Experience Journey. In the post, Bruce included the following diagram illustrating...
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Sales & Marketing People - tell us about your CRM!


I’m writing to ask you about the CRM tools that you use, so that we can make an informed decision and share some knowledge with the community. As I’m also doing some due diligence for Adaptive Path, I can also share some of what...
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Aurora: Designing the Mobile Experience


While we were designing Aurora, we thought about how the experience would scale and translate across multiple devices. For the mobile scenarios, we had to design something that would work on a multi-touch enabled mobile...
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