It’s an exciting time to be in our industry. It’s a time of great opportunity and challenges for the customer experience industry–and there’s a reason I’m not calling it “customer service.” Customer experience is broader than customer service. It crosses all departments within the brand, not just customer service. Remember the customer experience is affected by many things, not just their ability to interact with the contact center.  Wouldn’t it be great if vendors could hear the challenges of the brands directly from the brands? How about their specific frustrations with vendors?

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Fallout 4’s Automatron DLC is out today, and with it a whole series of new toys with which to explore a devastated, if always amusing, Commonwealth. As per the name, the DLC revolves around robots, giving the player the ability to mod and collect all manner of mechanical pals to follow you around and create mayhem. The plot revolves around a new villain called “The Mechanist,” a campy character that some will recognize comes straight out the Silver Shroud, a fictional 30s style radio villain from the main game. As such, there are some easter eggs available for anyone who brings the Silver Shroud armor into the DLC. You can watch some of it in a video from FluffyNinjaLlama below, hat tip to Kotaku:

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Eric Pickersgill has captured the sad essence of widespread smartphone use.

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From the beginning of her tenure as Intel’s CIO, Kim Stevenson has pushed IT to be a source of innovation for the company. One of my favorite stories from Implementing World Class IT Strategy was a vignette that described how Stevenson polled her new peers in the leadership team about IT’s performance upon taking the job. She discovered that they were largely satisfied. When she dug into the details more deeply, however, she discovered that IT was not being judged accurately. She had the gumption (it would be proven to be foresight) to note that the company needed to set the bar higher in its evaluation of the IT department.

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There’s big news coming from Bungie, or so we’ve been told. The developer has announced that it’s ready to take the cover off of its big spring update for Destiny and that the show starts in a livestream tomorrow, Wednesday March 23rd, in a livestream at 11AM Pacific. It’s the first of three planned livestreams, and with a title like “New Things To Do,” it seems like it might be the biggest one as well. Destiny is an excellent game badly in need of new content, especially in the wake of Ubisoft’s perfectly fine The Division. That puts some pressure on this announcement, as whatever Bungie has up its sleeve needs to keep us busy until whatever is coming in the fall.

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Minecraft Story Mode expands to eight episodes with new Episode 5: Order Up bridging to a new series of three adventures in Episodes 6, 7 and 8.

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I was in Chicago – arguably the homeland of mafia violence – when I read Bill Gates’ question: “What if we had never had wiretapping?”

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Nintendo didn’t exactly have the best 2015, with the Wii U and 3DS underselling, and two of its biggest games of the year, Star Fox Zero and The Legend of Zelda, delayed until 2016.

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