Sure, we lost a point in Foresee’s annual customer satisfaction rankings, but 2008 was a tough year. A strong number 3 behind Amazon and Netflix shows we’ve still got it.

See the rankings.

I presented at the 2008 Forrester Marketing Summit on how we used personas to prioritize features and functions during a recent site redesign. Read the report on our panel here (pdf).

I co-authored a paper on the effectiveness of distance communication that was presented at the 2008 STC Annual Conference.

It can be viewed here (pdf).

I led the team responsible for developing the mobile website UI as well as the text messaging scripts and prompts.

Read more here and here.