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The article discusses the highlights of the SpeechTEK 2008 conference held at the New York Marriott Marquis on August 18. A panel discussion about the state of the speech technology industry was presented during the opening day. The discussion showed that customers calling into contact centers do not think about interactive voice response (IVR) systems, speech technology, and touchtone automation. According to marketing consultant Monique Bozeman of Bozeman Consulting, at the end of the day users are more concerned with the service they receive.

The article focuses on the presentation of Kayak.com chief technical officer and founder Paul English titled Rage Against the Machine, which was conducted during the 12th annual SpeechTEK 2006 conference held in New York in August. His presentation mainly focused on the frustration of customers with regard to interactive voice response (IVR) systems. He also offered tips for alleviating such aggravation. In most cases, the frustration of customers results from the design of IVR systems. English also emphasized the impact of CEOs on speech and customer service problems.

The article offers the author's perspectives on the need for a gym to inform its members about the changes made at the sports club in New York. The author points out that members are not getting back the amount of their dues with the reduced service. The author suggests that the gym should value its reputation, instead of revenue or cost savings, despite the economic crisis.

The article assesses the issue of customer relations and services, discussed at the two-day seminar titled "Social Media and CRM 2.0" held in New York City in October 2007, with Paul Greenberg, co-founder of BPT Partner and Chris Carfi, co-founder of Cerado as speakers. While seminar focused on the adoption of blogs, wikis and other social media by consumers, participants were there to learn how customers have taken control of the market dialogue.

Presents the author's experiences as a customer of Bloomingdale's in Garden City, New York. Interaction with an Estee Lauder sales associate when she tried to return an eyeliner pencil; Complaints with the customer care service of Bloomingdale's; Praises for the sales associate at Macy's.

Reports that New York's University of Albany's Center for Technology has released practical guidelines to help government organizations in New York State go online with their services. How the online service will help New Yorkers; Recommendations made in the reports `Developing & Delivering Government Services on the World Wide Web: Recommended Practices for New York State' and `Innovations in American Government'; Background information of the Center for Technology.