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Explore technologies and strategies that improve efficiency, customer satisfaction, and agent performance.","breadcrumbs",[686,688],{"_54":687,"_111":538},"/",{"_111":322,"_54":323},"newsletterSignUpPromo","pagination",{"_692":693,"_694":695},"totalCount",50,"currentPage",44,"contents",[698,722,736,750,761,772,782,796,809,823,834,845,856,866,877,888,902,913,924,935,945,955,969,980,991,1002,1013,1027,1041,1051,1062,1073,1087,1097,1107],{"_166":167,"_147":699,"_168":700,"_153":706,"_155":706,"_158":707,"_708":709,"_160":152,"_161":710,"_163":152,"_156":711,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":716,"_720":721},{"_149":152,"_151":152},[701],{"_52":702,"_172":703,"_174":704,"_705":152},"Blair Pleasant","/author/blair-pleasant","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blte02096dc8c5495fa/673c5fffb5a7ed3444a1dc64/6074_BlairPleasant.jpg","role","It's that Time of the Year: My Take on the UC Year In Review","/customer-experience/it-s-that-time-of-the-year-my-take-on-the-uc-year-in-review","linkAttrs",{},"Dec 21, 2010","New options for customers, a variety of ways to consume UC capabilities (hosted, premise, or hybrid), and lower barriers to entry for companies of all sizes.","articleBodyJsonSummary","normal",1,"paidGating",{"_717":24,"_718":719},"paidContent","paidProductTaxonomy",[],"articleSize","big",{"_166":167,"_147":723,"_168":724,"_153":729,"_155":729,"_158":730,"_708":731,"_160":152,"_161":732,"_163":152,"_156":733,"_712":152,"_178":713,"_164":333,"_165":334,"_176":714,"_715":734,"_720":721},{"_149":152,"_151":152},[725],{"_52":726,"_172":727,"_174":728,"_705":152},"Sheila McGee-Smith","/author/sheila-mcgee-smith","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/bltc234ac2c53ddde66/673c5ffa81c0b477c2519b75/McGee_headshot_2024.png","The Contact Center Side of Dreamforce","/crm/the-contact-center-side-of-dreamforce",{},"Dec 10, 2010","If Siebel was the go-to partner in the last decade, salesforce.com is the bright and shiny CRM vendor of this one.",{"_717":24,"_718":735},[],{"_166":167,"_147":737,"_168":738,"_153":743,"_155":743,"_158":744,"_708":745,"_160":152,"_161":746,"_163":152,"_156":747,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":748,"_720":721},{"_149":152,"_151":152},[739],{"_52":740,"_172":741,"_174":742,"_705":152},"Matt Brunk","/author/matt-brunk","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/bltd46cf0f6729072ec/673c5ffe08af77acbb54de84/MattBrunk-60x74_2.jpg","Interconnect Fever","/customer-experience/interconnect-fever",{},"Nov 23, 2010","We've had customers start out asking for CPE but end up leasing a hosted solution. Then, we've had customers starting out demanding hosted but end up buying CPE.",{"_717":24,"_718":749},[],{"_166":167,"_147":751,"_168":752,"_153":754,"_155":754,"_158":755,"_708":756,"_160":152,"_161":757,"_163":152,"_156":758,"_712":152,"_178":713,"_164":322,"_165":323,"_176":714,"_715":759,"_720":721},{"_149":152,"_151":152},[753],{"_52":726,"_172":727,"_174":728,"_705":152},"Microsoft Lync and the Contact Center","/contact-centers/microsoft-lync-and-the-contact-center",{},"Nov 18, 2010","Microsoft highlights partners it hopes will help open doors in this market.",{"_717":24,"_718":760},[],{"_166":167,"_147":762,"_168":763,"_153":765,"_155":765,"_158":766,"_708":767,"_160":152,"_161":768,"_163":152,"_156":769,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":770,"_720":721},{"_149":152,"_151":152},[764],{"_52":702,"_172":703,"_174":704,"_705":152},"UC Still Alive and Kicking","/customer-experience/uc-still-alive-and-kicking",{},"Nov 8, 2010","UC has helped many companies reduce costs, increase revenues, and improve customer satisfaction. And we're just getting started.",{"_717":24,"_718":771},[],{"_166":167,"_147":773,"_168":774,"_153":775,"_155":775,"_158":776,"_708":777,"_160":152,"_161":778,"_163":152,"_156":779,"_712":152,"_178":713,"_164":333,"_165":334,"_176":714,"_715":780,"_720":721},{"_149":152,"_151":152},[],"Integrating Mobilized Assets: The Logic & the Issues","/crm/integrating-mobilized-assets-the-logic-the-issues",{},"Nov 5, 2010","Most applications that track and manage mobile assets are enabled by proprietary solutions that employ silo architectures. Mainstream processes like ERP and CRM are open and ICT architectures are horizontal. Integration makes business sense, but how and when will it happen?",{"_717":24,"_718":781},[],{"_166":167,"_147":783,"_168":784,"_153":789,"_155":789,"_158":790,"_708":791,"_160":152,"_161":792,"_163":152,"_156":793,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":794,"_720":721},{"_149":152,"_151":152},[785],{"_52":786,"_172":787,"_174":788,"_705":152},"Michael Finneran","/author/michael-finneran","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/bltd98edd2d209b506a/673c5ffc47074326220356b0/Finneran_Michael.jpg","Mobility at Interop: Consumerization is In, UC is MIA","/customer-experience/mobility-at-interop-consumerization-is-in-uc-is-mia",{},"Oct 24, 2010","While UC vendors tell us how they are going to \"incorporate mobility\", it may be time to step back and recognize who is the \"tail\" and who is the \"dog\".",{"_717":24,"_718":795},[],{"_166":167,"_147":797,"_168":798,"_153":803,"_155":803,"_158":804,"_708":805,"_160":152,"_161":792,"_163":152,"_156":806,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":807,"_720":721},{"_149":152,"_151":152},[799],{"_52":800,"_172":801,"_174":802,"_705":152},"Brian Riggs","/author/brian-riggs","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt39d7cddbff02e8c1/673c5ffcb3faf7ad45a4bcdc/brian_riggs_2.jpg","The Blind Men and the Architecture","/customer-experience/the-blind-men-and-the-architecture",{},"Alcatel-Lucent's new, as-yet-unnamed architecture is big and grand with far-reaching implications that will likely mean different things to different customers.",{"_717":24,"_718":808},[],{"_166":167,"_147":810,"_168":811,"_153":816,"_155":816,"_158":817,"_708":818,"_160":152,"_161":819,"_163":152,"_156":820,"_712":152,"_178":713,"_164":322,"_165":323,"_176":714,"_715":821,"_720":721},{"_149":152,"_151":152},[812],{"_52":813,"_172":814,"_174":815,"_705":152},"Eric Krapf","/author/eric-krapf","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt56ee4fced9856b13/673c5ffb5191042889a8b431/Krapf_Eric_headshot2019_150.png","ShoreTel Acquires Mobility Vendor Agito","/contact-centers/shoretel-acquires-mobility-vendor-agito",{},"Oct 21, 2010","ShoreTel uses some of its cash on hand to bolster its mobility story.",{"_717":24,"_718":822},[],{"_166":167,"_147":824,"_168":825,"_153":827,"_155":827,"_158":828,"_708":829,"_160":152,"_161":830,"_163":152,"_156":831,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":832,"_720":721},{"_149":152,"_151":152},[826],{"_52":726,"_172":727,"_174":728,"_705":152},"Alcatel-Lucent's Dynamic Enterprise Tour","/customer-experience/alcatel-lucent-s-dynamic-enterprise-tour",{},"Oct 20, 2010","What ALU describes is an open, SIP-based platform that will have support for UC, collaboration, and customer service.",{"_717":24,"_718":833},[],{"_166":167,"_147":835,"_168":836,"_153":838,"_155":838,"_158":839,"_708":840,"_160":152,"_161":841,"_163":152,"_156":842,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":843,"_720":721},{"_149":152,"_151":152},[837],{"_52":726,"_172":727,"_174":728,"_705":152},"Interactive Intelligence: The Path to Hockey Stick Growth May be CaaS","/customer-experience/interactive-intelligence-the-path-to-hockey-stick-growth-may-be-caas",{},"Oct 13, 2010","25 percent of new customer orders are attributable to CaaS--compared to just 5 percent in 2009.",{"_717":24,"_718":844},[],{"_166":167,"_147":846,"_168":847,"_153":849,"_155":849,"_158":850,"_708":851,"_160":152,"_161":852,"_163":152,"_156":853,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":854,"_720":721},{"_149":152,"_151":152},[848],{"_52":702,"_172":703,"_174":704,"_705":152},"UC and the Contact Center: NOW!","/customer-experience/uc-and-the-contact-center-now-",{},"Sep 20, 2010","Focus on the customer experience, rather than reducing agent talk time by a millisecond.",{"_717":24,"_718":855},[],{"_166":167,"_147":857,"_168":858,"_153":860,"_155":860,"_158":861,"_708":862,"_160":152,"_161":852,"_163":152,"_156":863,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":864,"_720":721},{"_149":152,"_151":152},[859],{"_52":740,"_172":741,"_174":742,"_705":152},"To UC or Not to UC Point 2","/customer-experience/to-uc-or-not-to-uc-point-2",{},"I don't need to sell benefits in order to get a UC sale because when UC is demonstrated to the customer in their environment addressing their business problems and needs, it sells itself.",{"_717":24,"_718":865},[],{"_166":167,"_147":867,"_168":868,"_153":870,"_155":870,"_158":871,"_708":872,"_160":152,"_161":873,"_163":152,"_156":874,"_712":152,"_178":713,"_164":322,"_165":323,"_176":714,"_715":875,"_720":721},{"_149":152,"_151":152},[869],{"_52":726,"_172":727,"_174":728,"_705":152},"iPads in the Contact Center?","/contact-centers/ipads-in-the-contact-center-",{},"Sep 14, 2010","Very large users are looking for broad browser compatibility, not iPad-specific applications. And iPads aren't the most cost-effective devices. But remote management via iPad is possible.",{"_717":24,"_718":876},[],{"_166":167,"_147":878,"_168":879,"_153":881,"_155":881,"_158":882,"_708":883,"_160":152,"_161":884,"_163":152,"_156":885,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":886,"_720":721},{"_149":152,"_151":152},[880],{"_52":740,"_172":741,"_174":742,"_705":152},"WANTED: Telephony Providers","/customer-experience/wanted-telephony-providers",{},"Sep 13, 2010","Customers want to call and rely upon fewer vendors; they want less stuff on their premises; and they still want to lower their upfront investments and decrease their monthly/annual OPEX.",{"_717":24,"_718":887},[],{"_166":167,"_147":889,"_168":890,"_153":895,"_155":895,"_158":896,"_708":897,"_160":152,"_161":898,"_163":152,"_156":899,"_712":152,"_178":713,"_164":322,"_165":323,"_176":714,"_715":900,"_720":721},{"_149":152,"_151":152},[891],{"_52":892,"_172":893,"_174":894,"_705":152},"Fred Knight","/author/fred-knight","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt22fa3c887565ab10/673c6004b8c252b7b9fbe022/fred_knight.jpg","Frustrating and Annoying, But Not Necessarily Bad","/contact-centers/frustrating-and-annoying-but-not-necessarily-bad",{},"Aug 31, 2010","Enterprises can’t just gobble up the latest \"new thing.\" Those sticky issues like security, interoperability, scalability and manageability--not to mention ROI--need to be addressed before any new product or service makes it into the mainstream.",{"_717":24,"_718":901},[],{"_166":167,"_147":903,"_168":904,"_153":906,"_155":906,"_158":907,"_708":908,"_160":152,"_161":909,"_163":152,"_156":910,"_712":152,"_178":713,"_164":322,"_165":323,"_176":714,"_715":911,"_720":721},{"_149":152,"_151":152},[905],{"_52":740,"_172":741,"_174":742,"_705":152},"CounterPath and NEC Shave Enterprise Cell Bills","/contact-centers/counterpath-and-nec-shave-enterprise-cell-bills",{},"Aug 29, 2010","NEC's solution provides users with mobile UC capability by extending telephony, voicemail, corporate directories, presence, IM and conferencing to smart phones over cellular networks or through WiFi.",{"_717":24,"_718":912},[],{"_166":167,"_147":914,"_168":915,"_153":917,"_155":917,"_158":918,"_708":919,"_160":152,"_161":920,"_163":152,"_156":921,"_712":152,"_178":713,"_164":322,"_165":323,"_176":714,"_715":922,"_720":721},{"_149":152,"_151":152},[916],{"_52":740,"_172":741,"_174":742,"_705":152},"Cellular Bills: Who Pays For Marketing to You?","/contact-centers/cellular-bills-who-pays-for-marketing-to-you-",{},"Aug 23, 2010","I found texting charges originating from an AT&T vendor, pitching ring tones that we didn't want or ask for. For AT&T and their vendors, marketing is a pitch that costs them nothing, by texting our phones at our expense.",{"_717":24,"_718":923},[],{"_166":167,"_147":925,"_168":926,"_153":928,"_155":928,"_158":929,"_708":930,"_160":152,"_161":931,"_163":152,"_156":932,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":933,"_720":721},{"_149":152,"_151":152},[927],{"_52":317,"_172":318,"_174":319,"_705":152},"Time to Get in Gear on Neutrality","/customer-experience/time-to-get-in-gear-on-neutrality",{},"Aug 16, 2010","Carriers should be dumb pipes. They should transport content as requested by their customers--no need to \"add value\" and interpret it. __ALSO: Finneran on Net Neutrality __: A sellout, or making the best deal they could?",{"_717":24,"_718":934},[],{"_166":167,"_147":936,"_168":937,"_153":938,"_155":938,"_158":939,"_708":940,"_160":152,"_161":941,"_163":152,"_156":942,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":943,"_720":721},{"_149":152,"_151":152},[],"When Preparation Meets Opportunity in the World of Customer Care","/customer-experience/when-preparation-meets-opportunity-in-the-world-of-customer-care",{},"Aug 15, 2010","Opportunity is on the horizon, so hunker down and begin working hard to prepare for it in hopes that the two shall meet and result in success.",{"_717":24,"_718":944},[],{"_166":167,"_147":946,"_168":947,"_153":948,"_155":948,"_158":949,"_708":950,"_160":152,"_161":951,"_163":152,"_156":952,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":953,"_720":721},{"_149":152,"_151":152},[],"The Mobile Enterprise: Delivering the Promise","/customer-experience/the-mobile-enterprise-delivering-the-promise",{},"Aug 10, 2010","There have been a few false dawns, but right now we have an ICT sweet spot and it comes at a time when the need to increase productivity and operational efficiency, reduce costs, and improve customer relationships has hit a high.",{"_717":24,"_718":954},[],{"_166":167,"_147":956,"_168":957,"_153":962,"_155":962,"_158":963,"_708":964,"_160":152,"_161":965,"_163":152,"_156":966,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":967,"_720":721},{"_149":152,"_151":152},[958],{"_52":959,"_172":960,"_174":961,"_705":152},"Gary Audin","/author/gary-audin","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt279000b904b6fcab/673c5ffd50c1f2901d257b28/GaryAudin_102x102.jpeg","Net Neutrality Matters","/customer-experience/net-neutrality-matters",{},"Jul 23, 2010","If the FCC's authority is curtailed, the service providers will have open season on the operation of the Internet and will pursue operations that most benefit them and not the customer.",{"_717":24,"_718":968},[],{"_166":167,"_147":970,"_168":971,"_153":973,"_155":973,"_158":974,"_708":975,"_160":152,"_161":976,"_163":152,"_156":977,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":978,"_720":721},{"_149":152,"_151":152},[972],{"_52":317,"_172":318,"_174":319,"_705":152},"The Talented Mr. Rodman","/customer-experience/the-talented-mr-rodman",{},"Jul 22, 2010","Polycom's CTO and co-founder says customers are learning to demand open solutions, and that'll be why his company will keep its position in endpoints. We chatted with him about being a key player in the industry--and at home.",{"_717":24,"_718":979},[],{"_166":167,"_147":981,"_168":982,"_153":984,"_155":984,"_158":985,"_708":986,"_160":152,"_161":987,"_163":152,"_156":988,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":989,"_720":721},{"_149":152,"_151":152},[983],{"_52":726,"_172":727,"_174":728,"_705":152},"Avaya's Virtual Launch Event: Contact Centers","/customer-experience/avaya-s-virtual-launch-event-contact-centers",{},"Jul 21, 2010","From Avaya's announcement event, here are some of the contact center-centric Q&A on the new products, and also showing the kinds of things that heritage Nortel customers are concerned about.",{"_717":24,"_718":990},[],{"_166":167,"_147":992,"_168":993,"_153":995,"_155":995,"_158":996,"_708":997,"_160":152,"_161":998,"_163":152,"_156":999,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":1000,"_720":721},{"_149":152,"_151":152},[994],{"_52":702,"_172":703,"_174":704,"_705":152},"Why I'm Pessimistic about Social Media and the Contact Center","/customer-experience/why-i-m-pessimistic-about-social-media-and-the-contact-center",{},"Jul 20, 2010","I'm doubtful that this great vision will happen the way we expect it to. I know how pitiful most customer service interactions are.",{"_717":24,"_718":1001},[],{"_166":167,"_147":1003,"_168":1004,"_153":1006,"_155":1006,"_158":1007,"_708":1008,"_160":152,"_161":1009,"_163":152,"_156":1010,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":1011,"_720":721},{"_149":152,"_151":152},[1005],{"_52":740,"_172":741,"_174":742,"_705":152},"Automatic Renewals","/customer-experience/automatic-renewals",{},"Jul 15, 2010","Is it unreasonable to expect from the industry to \"communicate\" with its customers?",{"_717":24,"_718":1012},[],{"_166":167,"_147":1014,"_168":1015,"_153":1020,"_155":1020,"_158":1021,"_708":1022,"_160":152,"_161":1023,"_163":152,"_156":1024,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":1025,"_720":721},{"_149":152,"_151":152},[1016],{"_52":1017,"_172":1018,"_174":1019,"_705":152},"John Bartlett","/author/john-bartlett","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt8c932fbe2909b2fa/673c5ffe4bfd003490ba97fc/Bartlett_John_headshot_150.jpg","IPv6 Adoption and Performance","/customer-experience/ipv6-adoption-and-performance",{},"Jul 7, 2010","IPv6 addressing will need to be working well a year from now or customers will be disappointed with a service provider's performance.",{"_717":24,"_718":1026},[],{"_166":167,"_147":1028,"_168":1029,"_153":1034,"_155":1034,"_158":1035,"_708":1036,"_160":152,"_161":1037,"_163":152,"_156":1038,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":1039,"_720":721},{"_149":152,"_151":152},[1030],{"_52":1031,"_172":1032,"_174":1033,"_705":152},"Marty Parker","/author/marty-parker","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt7f7a7ae7360affeb/673c6001e8c616f943d9863f/Marty.jpg","Letting Go (of Phones) Is Hard To Do!","/customer-experience/letting-go-of-phones-is-hard-to-do-",{},"Jul 1, 2010","History would suggest that communications systems providers would accelerate UC adoption, enhance customer solutions, and even increase profits by partnering with leading producers of end devices.",{"_717":24,"_718":1040},[],{"_166":167,"_147":1042,"_168":1043,"_153":1045,"_155":1045,"_158":1046,"_708":1047,"_160":152,"_161":1037,"_163":152,"_156":1048,"_712":152,"_178":713,"_164":322,"_165":323,"_176":714,"_715":1049,"_720":721},{"_149":152,"_151":152},[1044],{"_52":726,"_172":727,"_174":728,"_705":152},"Part III: The Battle for Contact Center Leadership","/contact-centers/part-iii-the-battle-for-contact-center-leadership",{},"Bottom line: This is likely to be a market that moves a little slower than John Chambers might hope.",{"_717":24,"_718":1050},[],{"_166":167,"_147":1052,"_168":1053,"_153":1055,"_155":1055,"_158":1056,"_708":1057,"_160":152,"_161":1058,"_163":152,"_156":1059,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":1060,"_720":721},{"_149":152,"_151":152},[1054],{"_52":238,"_172":239,"_174":240,"_705":152},"Video Standards Wars Heat Up","/customer-experience/video-standards-wars-heat-up",{},"Jun 25, 2010","Customers are left with a trade-off--a solution that offers benefits but lacks interoperability; or continue to rely on lowest-common denominator open standards, giving up the benefits that extensions provide?",{"_717":24,"_718":1061},[],{"_166":167,"_147":1063,"_168":1064,"_153":1066,"_155":1066,"_158":1067,"_708":1068,"_160":152,"_161":1069,"_163":152,"_156":1070,"_712":152,"_178":713,"_164":322,"_165":323,"_176":714,"_715":1071,"_720":721},{"_149":152,"_151":152},[1065],{"_52":726,"_172":727,"_174":728,"_705":152},"Part II: The Battle for Contact Center Leadership","/contact-centers/part-ii-the-battle-for-contact-center-leadership",{},"Jun 24, 2010","\"Avaya Professional Services: We've hired people who understand the Cisco ICM--Because we are removing so many ICMs.\"",{"_717":24,"_718":1072},[],{"_166":167,"_147":1074,"_168":1075,"_153":1080,"_155":1080,"_158":1081,"_708":1082,"_160":152,"_161":1083,"_163":152,"_156":1084,"_712":152,"_178":713,"_164":322,"_165":323,"_176":714,"_715":1085,"_720":721},{"_149":152,"_151":152},[1076],{"_52":1077,"_172":1078,"_174":1079,"_705":152},"Don Van Doren","/author/don-van-doren","https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt072b78f03fc4ddf2/673c600076b875327b5a6604/don_van_doren.jpg","What’s Better? Best-of-Breed or All-in-One Contact Center Solutions","/contact-centers/what-s-better-best-of-breed-or-all-in-one-contact-center-solutions",{},"Jun 21, 2010","All-in-one suites have been getting better, and costs may be lower. But best-of-breed may allow companies to differentiate their offerings from competitors or fit better within a corporate culture.",{"_717":24,"_718":1086},[],{"_166":167,"_147":1088,"_168":1089,"_153":1091,"_155":1091,"_158":1092,"_708":1093,"_160":152,"_161":1083,"_163":152,"_156":1094,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":1095,"_720":721},{"_149":152,"_151":152},[1090],{"_52":740,"_172":741,"_174":742,"_705":152},"What Is Your Adopted Brand Molecule?","/customer-experience/what-is-your-adopted-brand-molecule-",{},"\"The functional, emotional, and social dimensions of the jobs that customers need to get done constitute the circumstances in which they buy.\"",{"_717":24,"_718":1096},[],{"_166":167,"_147":1098,"_168":1099,"_153":1100,"_155":1100,"_158":1101,"_708":1102,"_160":152,"_161":1103,"_163":152,"_156":1104,"_712":152,"_178":713,"_164":330,"_165":331,"_176":714,"_715":1105,"_720":721},{"_149":152,"_151":152},[],"Inner Workings of Interoperability","/customer-experience/inner-workings-of-interoperability",{},"Jun 16, 2010","The problem of interoperability is not temporary. 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