Time to Clean Up Our Tech Jargon …

In the new digital age, companies must invest in bleeding edge technologies and innovate through the use of big data in cloud based ecosystems if they want to cause digital disruption and proliferation in the market place.” – Someone seemingly smart

I get it. We’re goldfish! The modern consumer within has the same attention span as “Goldie”, your adorable first pet. What do we want, oh not much, but here are just a few things on the wish list;

  • Instant gratification
  • Personalized communication
  • Speed and quality customer service that is 24/7

The verbiage on your press release, email, brochure, website or tweet has a very limited window of time to grab our attention and impress before we are lost in the ether of the internet. But at some point, the industry whipped itself into a linguistic frenzy and adopted some buzzwords that we should probably reconsider.

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The Starbucks Experience: Customer Service Success in a New Digital Age


The first hour and a half of my day advances like clockwork. After the initial snooze battle with my alarm clock, I concede defeat and get ready to head to work. I join the busy queue of coffee enthusiasts looking to inject life into their day with that first cup of coffee. Standing at the back of the queue, I make eye contact with the barista. She smiles and gives me that knowing look. I smile and nod back to confirm my order. I get to the front of the line and exchange the morning pleasantries while I swipe my phone across the scanner to make my digital payment. The barista continues our running joke from last month and asks who I want to be today. I say I feel like Aquaman today. We laugh as she begins to scribble on my cup.


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Facebook Emotion Expirement


If Facebook were a country, it would be the third largest in the world with a population of over 1 billion. I would imagine it to secretly spy on its citizens, reading their personal communication and conducting secret experimental tests. The government would change laws and regulations frequently without notice or hesitation.

A few weeks ago, a number of my fellow U of T Digital Strategy colleagues sparked a debate about the ethicalness of a recent Facebook study. Continue reading

What is it with the Telecom Industry?

I dialed the customer support line with conviction and purpose. I had been a customer for 3 and a half years and during that time, I could not recall a customer service experience that I would consider passable. I braced myself as I hit the dial button. When did my expectations drop so low? Any glimmer of hope at a swift resolution was gradually destroyed over the course of the one hour and eight minute long phone call. In what I can only compare to the plot line of Groundhog’s day – I interacted with 6 different customer service agents, each time having to restate my problem. Continue reading

Wearable Tech … Oh yes, it’s happening …

It was the early summer of 2013.  The birds were chirping their lovely songs of summer amidst a backdrop of lush greens and a big blue sky that pushed away all the doldrums of a cold gray winter.  In my mind though, there was one pronounced, recurring thought…I’M BUYING A NEW CAR!!!   Looking back, it’s like a fond memory, filled with excitement, joy, a buzzing feeling in my stomach as I pondered all of the options both foreign and domestic.  I picked up Zoey, my new love at an ungodly hour after a long business trip.  Yes, I named my new car after my favourite TV star, Zoey from “New Girl” – don’t you dare judge me 😉  It was a lovely time, and owning a car led to new and interesting new choices.  The most immediate was a money saving gizmo offered up by my insurance company.  “Just hook this up to your car and we’ll give you a 10% discount” she said.   She explained how this little device was going to track me, my distance travelled, my acceleration and braking style.  Wow…creepy.  The data gathered was going to allow them to revolutionize the current car insurance model and customize it to me, Divesh, an insurance offering all my own.  Of course I would forfeit the anonymity of my stellar driving skills, minus the wagon turns and of course, more importantly I’d have to mask the occasional road rage warrior that I have managed in a Dr. Jekyll and Mr. Hyde way for quite some time now.  But 10-12% discount, totally fair right?!

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