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People are freaking out about reports of NSO Group's Pegasus surveillance tool being used to spy on journalists, political dissidents, and other opponents of regimes worldwide. It's disheartening, and worth discussing. But why are we shocked? In Pegasus' case, the game theory is clear: some company ...

Hackers aren't the only ones evading security measures of many organizations. So are their remote workers. In a new report on remote workforce security, 52 percent of the U.S. IT and cybersecurity professionals surveyed revealed they experienced remote workers finding workarounds to their organizati...

With the recent completion of the Slack acquisition, Salesforce can look forward to improving the quality of the customer-facing business processes that it supports with more and better collaboration. However, the presence of Slack may now highlight the reality that while vendors operate at the spee...

Tapping into natural language understanding technology as part of an overall approach to managing customer relations improves the experience that businesses provide to their customers. Brands already implement a variety of solutions to gain data and insights from customer interactions. Still, many c...

Because they live on the ecosystem of mobile devices, people expect their apps to be user-friendly and instantly accessible. To attract and keep users, apps must deliver a seamless, simple, and intuitive experience. We spoke with experts in the fields of apps and CX to get their take on what makes f...

AfterShip Cofounder and CPO Andrew Chan is an advocate of post-purchase engagement to boost customer retention. He advises that ensuring a convenient experience after purchase -- from shipping, tracking, returns, and reviews -- helps retailers sell more to happy, repeat consumers. We spoke with Chan...

One of the fundamental choices that an e-commerce retailer must make is the platform they use to sell their goods and services, because it's not just a store -- it's a place to connect with customers and create a sense of the brand. We spoke with several e-commerce experts to get their take on how r...

Called Email Protection, the feature will be initially distributed through a waiting list that anyone can add their name to. Consumers chosen from the list will be able to create a free, personal @duck.com email address. Email sent to the @duck address will be denuded of trackers before being forwar...

The need for better customer journeys is a challenging goal. Overcoming operational challenges to become more agile in meeting customer needs -- and raising the maturity of the customer experience team -- will be critical to staying competitive in this ever-changing business environment, advised Blo...

With resale appealing to a growing share of consumers, chief among them Gen Z, more brands are jumping on the bandwagon. Levi's, Lululemon, and Nike all launched in-house resale programs over the last year. However, the rise of resale comes with many challenges for e-commerce brands and marketplaces...

The magnitude to which retail stores recover when consumers fully adjust to post-pandemic routines may well hinge on the shopping experiences they offer. A new study of consumers in the U.S. and UK shows that the majority of shoppers today view customer experience as one of the most important factor...

The build-versus-buy decision is an important one. Companies have been making similar choices about their technology stacks for decades. When it comes to customer data platforms, however, some organizations are rushing to make a determination. There are some important questions to ask before making ...

From an initial expression of interest, to a purchase, to receiving ongoing support and ultimately buying again, customers take a variety of journeys as they interact with brands. The more a company considers and plans for the paths its customers will follow, the more likely it is that the business ...

First, cloud-based CRM democratized business information, then it erased the distance between customers and vendors. Now it is poised to expand into other areas with similar democratizing opportunities. I am speaking about how we work -- at least those of us in the knowledge economy -- but there's a...