MTA-STS (Mail Transfer Agent Strict Transport Security) is a new standard (defined in RFC8461) that aims to improve the security of SMTP by enabling domains to opt into a mode that requires authentication with valid public certificates and encryption (TLS). MTA-STS forces a TLS connection, preve...

As many of you may know, Rackspace is a strengths based company. At Rackspace, all employees take the Gallup StrengthsFinder® Assessment to find out what your top strengths and then they get printed on your badge and on your desk card. The purpose of these strengths is to have balanced teams that wh...

Last week, HelpSpot introduced a new Free License offering. I first ran into HelpSpot back in May 2009, when I was in my help desk software investigation phase. Since then, I’ve been keeping an eye on their product and constantly re-evaluating it. I never really became a customer, but I’ve alway...

Yesterday, Twitter announced a series of improvements for doing social customer care over Twitter. I was obviously excited about this, given my passion for social customer care and desire to help people. One of the most important and exciting parts of their announcement is the ability to include a...

WOW is such a short, simple word, but it really encompasses a lot of things. To WOW, you must differentiate yourself, which means doing something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact...