Category Archives: Social Media

UPS Customer Service Channels: A CX Failure

I’ve already covered this experience as a customer but now it’s time for me to step back and look at the situation as a user experience and usability professional. I’m usually on the user research and interaction design side of SAAS but the enterprise-level, systemic failure across all UPS customer service channels could not be ignored in this incident.

read more

8 Must-Have Features for A Killer Social Media Aggregator

I did some sleuthing around the internet and it seems that several development companies are working on a content management solution (CMS) for social media. The idea is that you can input your dynamic content and the CMS will post the items not only to your website but also to your social media pages as well. Awesome!