During his session, “Harnessing the Consumer/Brand Dialogue For Better Business Results,” at Forrester’s Forum For Customer Experience Professionals East last month in New York City, Answers.com CEO David Karandish told a story about a play he was in during seventh grade called “Just Desserts.”
A girls in the play with him forgot her lines shortly after it began. Karandish didn’t know what to do, but he forged on with his own lines anyway. But, he too forgot some of his lines and skipped over a crucial....