May 02, 2018
The role human touch plays in the digital customer experience.
Digital transformation has changed everything when it comes to the customer experience.
Apr 23, 2018
The importance of public-private partnerships to make smart cities a reality
As cities look to make technology investments, many leaders are left trying to determine how to finance needed upgrades to bring their cities into the future.
Apr 06, 2018
Staying Ahead of the Curve
When virtual reality technology first appeared on the radar of industry in the 1990s, it created quite a buzz.
Apr 03, 2018
Why network visibility is important for your business
IT managers need full network visibility to make the right decisions to allocate resources, fine-tune performance and secure the environment to guard against unplanned downtime. According to IHS[i], network outages and slowdowns are estimated to cost enterprises $700 billion a year.
Apr 02, 2018
Are You About to Sever the Final Thread Your Dissatisfied Customer Is Clinging To?
When my car required servicing I returned to the dealership. The service itself, while not meeting my expectations, wasn’t necessarily terrible. What really turned me from a dissatisfied customer to a disappointed one was the recognition that the dealership didn’t care enough to respond to my feedback. After every service interval, I received a survey asking for my feedback. And I responded to every survey. As a customer experience professional, I also made sure to include comments explaining the reasons why I didn’t rate them at the top of the scale. I even asked them to call me so I could provide constructive feedback, human-to-human.
Mar 26, 2018
Stop skimping. Cybersecurity breaches can severely hurt your bottom line.
While high profile cybersecurity breaches captured everyone’s attention in 2017, the real story was how far reaching cybercrime became last year. With the emergence of ransomware it became clear that businesses of all sizes in all industries across all geographies were at risk of cybercrime.
Mar 23, 2018
Are you “over-sharing” your customer feedback data?
One of the things I like most about my role as a Customer Experience Strategist is visiting a client’s contact center to gain a grass roots understanding of both the employee experience and the experience of the customers they support. Learning both perspectives is truly eye-opening each and every time, and generally results in pages and pages of notes, observations and recommendations to consider, including a few “low-hanging fruit” opportunities for immediate action.
Mar 21, 2018
Get the SD WAN facts before you buy
The future of managing enterprise infrastructure is steeped in SD WAN. IDC predicts the SD WAN market will quadruple from $1.9 billion in 2017 to $8.05 billion in 2021. But along with the excitement derived from advancing technology, a lot of misinformation also emerges.
Feb 13, 2018
Cloud storming: You need more than an umbrella to stay secure
Cloud computing technology has revolutionized the way organizations provision their information technology (IT) infrastructure. Migration to cloud computing replaces much of the traditional IT hardware found in an organization's cloud-hosting facility with virtualized, remote and on-demand software services—configured for its specific needs.
Feb 01, 2018
Keep the ‘person’ in personalized customer experience
Customer experience is critical to business success today, but few people consider the breadth of this fact and where technology fits versus personal human engagement. It encompasses every single interaction a consumer has with a company—whether that’s browsing a website, making a purchase or receiving after-sales care.
Jan 25, 2018
Tough Love and the Customer Experience Culture
Find a champion. Chances are, the organization responsible for customer experience is already well aware of the issues but lacks the support to convince a management team that is in denial or worse, apathetic. It’s been said ‘you can’t read the label of the jar you’re in’. You need to find a partner in the organization who has the courage to share the outside view of what’s on that label objectively and unapologetically.
Jan 12, 2018
Retail’s Digital Roadmap
Creating a fluid and responsive omnichannel experience for customers can be a daunting proposition for any retailer. It involves so much more than matching the right digital tech to the right customer expectations.
Feb 08, 2017
Data Breach Digest: Perspective is reality
Our 16 new cybercrime case studies provide insight into the biggest threats you face—plus tips on how to prevent them.
Feb 02, 2017
Data Breach Digest IoT Calamity: the Panda Monium
Read about one of the 2017 Data Breach Digest characters, Panda Monium. This scenario looks at what happened when one university was attacked by an Internet of Things (IoT) botnet barrage of 5,000 hosts.
Jan 23, 2017
Harvard Business Review - Big Data
Can you handle the volume, variety and velocity of IoT data?
Oct 28, 2016
Data Breach Digest Update - Data ransomware: User and file space error
Scenario #15 of the cybercrime case studies detailed how employees at one small company had access to their files held to ransom. Discover how you can avoid finding yourself in a Catch 22 situation.
Oct 26, 2016
Hybrid IT takes center stage
Oct 06, 2016
Giving up control article
Oct 05, 2016
Data Breach Digest Update - Hacktivist attack: Shedding light on the matter
Data Breach Digest scenario #8 focused on a critical infrastructure breach by a hacktivist. But it’s not just high-profile organizations that are at risk. Get our top tips for mitigating and responding to hacktivist attacks.
Sep 09, 2016
Data Breach Digest Update - CMS security: Keeping the pirates at bay
One of the cybercrime case studies in the Data Breach Digest involved pirates hacking into a global shipping company’s content management system to access data that aided their plunder. Learn how to protect yourself.
Sep 09, 2016
Verizon Intelligent Lighting Solutions