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My informal personal blog, once called “Hovering Over the Back Button”, now, as I post on Tuesday’s it’s “Tuesday 2¢”, if you want to follow it every week, I’ve created a LinkedIn newsletter too.


  • Introducing the Web Engagement Capability Model

    Introducing the Web Engagement Capability Model

    I originally posted this on the Gilbane blog back in October 2010 when I was an analyst there – as that blog has now changed hands and many posts removed, I wanted to preserve my

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  • You say tomato, I say tomato, you say WEM, I say WEM..

    When you say WEM, do you say Web Experience Management or Web Engagement Management?  What does it mean and does it matter and what about CEM? Well, in this  post I want to explore that,

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  • Your Website – Your Customer Service Agent

    I’m doing some work for a new client, who look at optimizing customer service across multiple channels using, rather interestingly – artificial intelligence. In my research on this I find myself observing an interesting convergence with

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  • On Shanty Towns, Bulldozers, Cats and Website Consolidation…

    This blog post is inspired by an excellent conversation I had with my colleague Scott Liewehr a few days ago, about the challenges of managing multiple sites – that ended with the comment “that sounds

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  • Engaging Clouds

    I was delighted to recently be asked to comment on a paper by Robert Rose over at Big Blue Moose as he dives into the waters of analysis and research with his first paper –

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  • First Gilbane Paper and Dirty Plates

    August has been a busy month, hence this neglected blog – but I have been unchained from my desk as I am pleased to say that my first paper for Gilbane has been published. In

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  • Into the Engagement Tier…

    Into the Engagement Tier…

    This article was originally published on the Gilbane Blog back in July 2010, when I was an analyst there.  That blog has now changed hands and many of the posts removed I wanted to preserve

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  • Day and Omniture to be married – Adobe to pay for the wedding

    Day and Omniture to be married – Adobe to pay for the wedding

    Alright, hands up who didn’t approach the Adobe acquisition of Omniture with some puzzlement and surprise?  Well, now it’s making sense as these proud parents arrange the wedding of their blushing analytics bride to a

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