Recently my elderly disabled mother experienced a lengthy outage with her land line that is serviced by Brightspeed Communications. She could not receive incoming calls nor make outgoing calls for several days, which could have been disastrous in getting life-sustaining care. 

It took two separate online chat conversations for me to convince a service representative to send a technician to do on-site troubleshooting. The root cause was attributed to a nearby malfunctioning switch box. Had...

This installment is a departure from my usual blog posts on best practices. Recently I finally received an offer to work with one of the Big Four consulting firms after a six-month job layoff hiatus. During this involuntary sabbatical I did a lot of introspection and uncovered some motivational routines that enabled me to sustain my edification, productivity and creativity.

I was laid off from my job six months ago amid company-wide restructuring. This was not the first time in my career to...

Businesses with significant technology investments can find themselves unable to take advantage of shifts in the market or respond to competitive pressures because the capital, people or coordination are not available in the urgency needed to react. Businesses are asking IT to provide the ability to increase business agility and speed and shift IT spend towards innovation from keeping-the-lights-on activities.

Cloud computing allows companies to continually adapt their technology needs to...

Happy Pride Month! During the month of June, the Lesbian, Gay, Bisexual, Transgender and Queer (LGBTQ) community celebrates Pride Month to honor the 1969 Stonewall riots in New York City. The Stonewall riots were a tipping point for the Gay Liberation Movement in the United States.

There are many people who may think that Pride Month is just a big flashy parade or party with lots of festive music, dancing and skimpy, glittery rainbow apparel. The real purpose is to provide visibility to...

In the Customer Experience (CX) design journey, there are many ways a customer can interact with a brand even from the touchpoint of accessing the brand's facilities. Here is a case study of this type of interaction with a Landry's restaurant and the negative perception that it creates with the brand.

On Saturday of Mother’s Day weekend, I took my 87-year-young mother on a road trip from Houston to Galveston, Texas to treat her to a Texas Gulf Coast dinner at Fisherman’s Wharf restaurant on...