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EXCLUSIVE INTERVIEW

Five9 President Dan Burkland: Leveraging Tech for Great Customer Experiences

Burkland: There are a few reasons. One is the most basic: There's all the IT and other required staff needed to serve a large enterprise with multiple data centers, and also the need to keep the software at consistent levels and pay for the upgrades in order to stay current. When you move that same infrastructure to the cloud, there's zero footprint for a data center for the client...

OPINION

The Top 20 CRM Blogs of 2017: Countdown, Part 2

Although the frequency of posts dropped, the guest posts from notable experts dried up, and the staff of writers dwindled to two -- veteran Judith Aquino and newcomer Dylan Haviland -- the quality remained. The blog featured some good interviews with genuine thought leaders l...

GOVERNMENT IT REPORT

Feds to Ramp Up Online Purchasing Presence

GSA has been making a major effort to obtain input from the private sector during the program development process. The agency conducted a town meeting forum earlier this month. During the NDAA enactment process, drafts of the e-commerce proposal changed significantly, partly as a result of comments from private sector parties who were asked for feedback by congressional staff...

EXPERT ADVICE

7 Tips for Powerful Product Photos

"The majority of companies, small or large, do not have the staff or equipment to produce photos that will show their products in the best possible light," said ProductPhoto.com's Werkmeister. "You may be surprised at how affordable it is to outsource. The days of paying high day-rates for product photography are over. With fixed per-photo pricing, it is simple, fast, and easy to outsource."

OPINION

Who’s More Dangerous – the Sexual Predator or the Enabler?

For me, this question goes back to when I was in an internal audit at IBM. I would go into an area that was out of control and often conclude that the reason it was out of control was that the function wasn't staffed or funded adequately Some executive nimrod would try to save...

AI Self-Service: Smile for Your Supper

"Flippy," an AI-driven robot from Miso Robotics that works alongside kitchen staff to grill burgers, is part of the ROS. The Cali Group introduced the robot at its Pasadena location earlier this year. Flippy is slated for rollout in 2018, and it will be available in more than...

INSIGHTS

Creeping Decentralization and CRM

All of this was possible before, of course, but too many charities today are hiding in plain sight. Most don't have ad budgets, so they're perpetually understaffed and underfunded. Salesforce's approach to philanthropy could change this. With its combination of outreach and analytics, CRM technology could be an important bridge to decentralizing and improving the way we engage in philanthropy...

Google and Amazon Square Off, Ignoring Customers in the Middle

"This is one of those instances where Google's young executive staff showcases as a serious problem," said Rob Enderle, principal analyst at the Enderle Group "What they are doing is stupid," he told TechNewsWorld....

OPINION

The Return of Industrial Espionage and the Building New Wave of Scandals

HR is hardly alone in terms of losing authority to do its job. Whenever you have a mismatch of authority and responsibility, you have a crucible for wrongdoing. Currently, a lot of staff organizations -- like security, HR and internal audit -- are so far below what should be minimal staffing standards that I expect there are a lot of companies that are just as unaware they're bleeding as Google was. ...

Snapchat Draws Bright Line Between ‘Social’ and ‘Media’

The changes, including the addition of staff curators, are a good step to weed out fake news from legit content, but they will not completely eradicate the problem, said Jon Clay, director of global threat communications at Trend Micro. "The challenge will be whether this hu...

OPINION

The Fake News Fueling the Uproar Over Self-Driving Vehicles

Car accidents chew up a lot of resources and increase medical costs for all of us substantially, because not everyone is well insured, and hospitals must deal with the injured regardless. A massive reduction in accidents and deaths means we would need a lot fewer EMTs and hospital staff members, because there will be hundreds of thousands fewer people who will need to be treated. (Well, unless these cars go Terminator and then all bets are off.) ...

ANALYSIS

Offsetting Asymmetry With Automation

It doesn't stop there -- the asymmetry is apparent in other respects as well. For example, a large percentage (if not all) of a company's staff members go home at night. They may not watch the environment as closely on the weekends or on holidays. Attackers, on the other hand, can operate from wherever, whenever (be it 5 p.m. on Friday or 2 a.m. on New Year's Eve), and they can target any place in an environment or even multiple places as once. ...

Real Human Interactions Beat Automation, Survey Says

One of the key issues that companies face when considering the right mix of customer service options is balancing the expense of running a customer service infrastructure with the cost of staffing with live agents, said Cindy Zhou, principal analyst for digital marketing transformation and sales effectiveness at Constellation Research...

6 Ways E-Commerce SMBs Can Offer Great Customer Service on a Tight Budget

Technologies, equipment and customer needs constantly change, Duncan said, and both your company and your customers will benefit if your staff keeps up. Focusing on improving, challenging and training associates makes for better working conditions and a lower turnover rate, w...

OPINION

Could HP and Dell Get Together Again?

I also spoke to HP's executive staff last week, and their company's future is equally interesting, even though it is massively different. HP's future is tied to 3D printing, which is poised to turn its massive print unit from what was viewed as a liability into a massive asset. ...

Report: Russian Hackers Penetrated Elite NSA Hacking Division

During the tenure of Director Michael Rogers, the U.S. Navy admiral who leads the NSA, IT security has been considered a top priority at the agency, he said, adding that its staff works in one of the "most complicated IT environments in the world." Asked about the protocols th...

ANALYST CORNER

Are You Ready for a RoboCEO?

Is it even possible to have a company function with an all-robot workforce? That won't happen overnight, for sure, but that's the direction AI seems to be heading. Perhaps it will start with replacing line workers in auto factories or staff at fast-food restaurants. Then bit by bit, more and more human employees will be replaced by AI machines, until at some point we suddenly realize that everything has changed...

OPINION

The New iPhones: Apple’s Strangely Wrongheaded Pivot

If defective phones are caught on the line, the only resulting problem will be a lower supply (and I expect and hope that will be the result). However, companies do foolish things to meet sales numbers in the fourth quarter, which is when this phone will be available. (This poses a little less risk for Apple, which is on a fiscal rather than calendar reporting cycle, but that is offset by vacations, which typically cut support staff during this time.) ...

FTC Confirms Probe Into Equifax Data Breach

"However in light of the intense public interest and potential impact of the matter, I can confirm that FTC staff is investigating the Equifax data breach," he told the E-Commerce Times The agency also warned consumers to be on the alert for phone scams -- for example, someon...

The Internet of Things Is a Boon for B2B: Report

Lack of suitably skilled staff; Lack of industry-wide IoT standards; and...

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