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“Social customer service” refers to those services that provide customer support via social media channels. Providing such services is no longer merely a niche or specialty sideline. Challengers, or disruptors who were early with the new technology, are working to expand and integrate their offerings into enterprise systems and processes. Read more »

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Many long-standing legal rules of engagement between publishers and consumers tilted the playing field in unexpected ways in the first quarter. The period also saw a major expansion in the amount and quality of original productions for web-based video platforms and a major move by chipmaker Intel to stake a claim in the digital living room. Read more »

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Microsoft has rolled out a new visualization feature for Excel called GeoFlow. It’s definitely pretty, and if you’re using Windows and trying to track activity over space and time, it might be useful, too. Read more »

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The mobile platform wars escalated once again in the first quarter of 2012 as BlackBerry finally took the wraps off its much-anticipated new operating system. Meanwhile Android continued to build on its dominance both worldwide and in the U.S., cementing a two-horse race with Apple. Read more »

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