What becomes differentiating in a competitive environment is the agent that you put on the phone. That's why we profile agents based on the companies that we serve. That way, you have people on both sides of the phone who understand each other. They get it.

People forget that having a customer service transaction is not just about solving a problem, but also about the experience. A lot of times, customer service is an after-thought for carriers. It can be a challenge in the same way that network issues can be a challenge if you don't plan for them.

When I was 10 years old, a cousin of mine took me on a tour of his medical school. And as a special treat, he took me to the pathology lab and took a real human brain out of the jar and placed it in my hands. And there it was, the seat of human consciousness, the powerhouse of the human body, sitting in my hands.

Far too often, children with developmental disorders are diagnosed solely on the basis of their observable behavior, slotted into broad diagnostic pigeonholes and provided generalized treatments that may not always meet their specific needs.

Abnormalities in brain function have traditionally been detected using electroencephalography (EEG), which involves the measurement of the ongoing electrical activity generated by the brain.

When looking at the brain, it is important to go beyond its structure to its function. This is because often in cognitive disorders, the structure of the brain is intact, but its function is compromised.