Google's 'Zero Moment of Truth' (ZMOT) is a great concept to guide your customer service behavior. Does your company perform up to its commitments to its customers?

Michael Friedenberg pairs interesting quotes with questions for IT management as 2013 approaches.

On the Enterprise Irregulars site, Phil Fersht laments the disintegration of the work ethic on the part of today's workers. He thinks we need to turn the tide and improve the analytical focus of our people.