Don’t Just Curate, Create
You can't be seen a 'thought leader' if you spend all your time serving as a window to someone else's words. On Monday, I talked about the need for…
Chatbots vs. Conversational Agents: Using AI to Overcome Obstacles in Public Service
Need to Know Many Public Service clients need sophisticated conversational agents rather than basic chatbots to save time and costs, and improve user…
Thriving or Merely Coping? When Good May Not Be Good
There can be a huge difference between a “Yes” and a “Yes.” Context is everything and when you’re reaching out to customers and users for feedback…
Lay Down the Law to Keep the Trolls at Bay
Common courtesy is not always that common – especially when it comes to Internet discourse. While some so-called trolls enjoy playing games with your…
2013 -- Social Success Stories
They say good things come in threes. After our first two end-of-the-year posts (Friday's post on 2013's top three digital marketing trends and…
How Beta-Testing Led To A Better Customer Experience
This blog contains excerpts taken from the VTA/Digital Echidna session panel held at Bay Area Drupal Camp 2019. Santa Clara Valley Transportation…
UX for Health Care Websites: Putting the patient first
Every organization has a story to tell. Hospitals bring something particularly inspirational to the table. However, there’s a fine line between…
A Look Back at Drupal MidCamp
Last week Andrew wrote about how Echidna was all-in for Drupal MidCamp in Chicago, IL. Today, Fatima Khalid shares her impressions of the trip, the…
5 Steps To Create An Effective Chatbot Experience
In order to stay ahead of customer expectations for timely service, companies are coming up with new ways to engage and provide customer service…
Where Tech Fails, Humans Can Prevail
When you’re a company that deals in products and/or services, customer service is key to ongoing sustainability. And one key to delivering superlative…