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COPRA May Be Coming, and It's Not Too Soon to Prepare
January 28, 2020
All eyes are on the West Coast as California reins in the unfettered collection, use and sale of the personal data consumers share as part of the bargain for "free" online services. For years this bargain has been explained in privacy policies that few people read, because there is not a lot of negotiating in the personal data market. The CCPA gives consumers revolutionary rights.
Grabbing the Cybersecurity and Privacy Problems by the Horns: ECT News Roundtable, Episode 3
January 23, 2020
Cybersecurity and privacy threats aren't confined to the tech world. They've cast their pall on the world in general. Computer viruses, malware and data leaks have become commonplace, personal privacy has become a bad joke, and cyberwar looms like a virtual mushroom cloud. What sometimes gets lost in the gloom are the many ways security professionals have been working to shore up cyberdefenses.
Business/Customer Sweet Spots: ECT News Roundtable, Episode 2
January 16, 2020
If you're a small business owner or a key member of an enterprise executive team, you want your firm to succeed. If you're a customer, you want to be treated well. Those goals are not diametrically opposed, but very often it seems that companies and customers are at cross-purposes. ECT News Network recently gathered together five technology experts who did some hard thinking on the subject.
It's Crunch Time for California Consumer Privacy Act Compliance
January 15, 2020
The CCPA -- widely considered to be the toughest law in the U.S. regulating the collection, storage and use of personal information -- went into effect on Jan. 1. Rather than preparing for it, however, many businesses have taken a wait-and-see approach. This could be a serious mistake. The new law is similar in many respects to the EU's GDPR, which went into effect last spring.
Designing a Winning E-Commerce Customer Experience
January 11, 2020
An optimized customer experience can tip the balance toward gaining a purchase instead of losing a customer. Excellent CX has transitioned firmly from something nice to have to a business requirement. No matter how good a product or service is, the e-commerce Web and mobile design surrounding it will play a key role in maintaining engagement and ensuring consumers complete their shopping journey.
4 Keys to a Winning Amazon Marketing Strategy
December 30, 2019
Research indicates that 66 percent of online shoppers start their product searches on Amazon, and Amazon shoppers behave differently than buyers on other online platforms and at brick-and-mortar stores. Amazon has set up its listings so that it is simple to "window shop" and compare competitive products. A brand must make sure to position its products in a way that shows how it is different from competitors in the marketplace.
5 Transformational Customer Support Trends to Watch in 2020
December 28, 2019
"Digital transformation" has taken on multiple definitions, but one thing is for sure: Companies view it as a top priority, so much so that enterprises are projected to spend in excess of $2 trillion through 2019, according to IDC. This insurgence of digital transformation investments and prioritization has led many organizations to reshape their use of technology.
Is Privacy Possible in 2020?
December 27, 2019
The California Consumer Protection Act goes into effect in 2020, and other state and federal laws are on the horizon -- but is it possible that these state laws will really provide us privacy? How many readers take the time to read the privacy policy, or click agreement, when they download a new version of an app on their smartphone or tablet? Probably none. What are the consequences?
The New Era of Account-Based Marketing
December 7, 2019
B2B marketing is evolving -- and it's not just the industry itself. Vendor marketing efforts with customers can and should evolve as well. When you see a vendor selected repeatedly, or it officially earns a designation as a preferred vendor, it's a sign of marketing evolution. Most B2B marketing efforts begin from a cold start. Either a vendor is new or it is entering a new market.
Why a Single Source of Truth Often Isn't
November 21, 2019
This week, Salesforce used its annual Dreamforce mega-show to make a host of announcements, ranging from contact center partnership with Amazon to a smart speaker tool for sales. For the most part, the keynote featured practical applications of Salesforce technology. Some Dreamforces focus on the highly aspirational; others focus on the ways to attain those aspirations. This year is the latter.
Google to Offer 'Smart' Checking Accounts
November 14, 2019
Google plans to launch checking accounts next year. "We're exploring how we can partner with banks and credit unions in the United States to offer smart checking accounts through Google Pay, helping their customers benefit from useful insights and budgeting tools," a spokesperson said. "Our lead partners today are Citibank and the Stanford Federal Credit Union."
The Information Utility, Continued
November 13, 2019
I've been sharing my theory on the formation of an information utility for some time now. Various big vendors have announced alliances with that kind of aim. For instance, Oracle and Microsoft announced an effort to make their cloud databases interoperate, and Microsoft and others have announced common data model projects. Now Salesforce, AWS and Genesys have teamed up with The Linux Foundation.
The Rise of Technology in Scaled Event Marketing Programs
November 11, 2019
The amount of data we create each day is astronomical. The digital universe likely will reach 44 zettabytes in 2020 -- 40 times more bytes than there are stars existing in the observable universe. To say that's a lot of data is a colossal understatement -- but is this truly surprising? After all, we can take phone calls from watches and stream music from refrigerators.
Calling All Retailers - Ready or Not, CCPA Is on Its Way
November 9, 2019
We're just a few short months away from the California Consumer Privacy Act going into effect. The regulation brings privacy rights to residents in California and gives them control of their personal information and how companies can use it. Any business that sells to a California resident needs to be CCPA-compliant. Nearly every brick-and-mortar store nowadays has an e-commerce site.
Google Pays $2.1 Billion to Get Fit(bit)
November 7, 2019
Google has inked a deal to buy wearable fitness device maker Fitbit for $2.1 billion. The acquisition will give Google an immediate leading position in the wearables market, able to compete against the likes of Apple and Samsung rather than having to build up market share from scratch. Fitbit's products are carried in approximately 39,000 retail stores in more than 100 countries around the world.
The CRM-ization of Healthcare
November 6, 2019
We've been watching the CRM-ization of healthcare for a while. Salesforce recently embarked on parallel paths. The obvious option was to build tools that enabled users to craft systems of engagement. The second started when the company also began reaching out to various industrial sectors with its technology and those of some partners. The result has been a vibrant vertical industry approach.
Data Brokers' Secret Scores Can Cripple Consumers
November 6, 2019
Many businesses have been using secret scores created by data brokers to determine how much to charge consumers, whether to allow purchase returns, and what level of service to offer, among other things. "Most consumers will never know when they are the victim of a secret surveillance score," noted Laura Antonini, policy director at the Consumer Education Foundation.
Do Your Customer Journeys Have Dead Ends or Dead Spots?
October 29, 2019
It's easy to take things you see every day for granted. We take the sun rising and setting for granted, for instance, and that's a good thing, because it helps us organize our lives. However, in business taking things for granted is a hazard. Change is everything these days, and that means the concepts you take as constants may not be as constant as they seem.
Creating Brand Loyalty in the Era of Now
October 21, 2019
Not so long ago, marketing usually meant gathering some demographic data, placing ads in selected print and broadcast media, stuffing mailboxes with direct mail, plastering the countryside with billboards, and more recently, bombarding the universe with spam. Marketers no longer can focus on delivering static messages, regardless of how "targeted" or "multichannel" they may be.
Now Is the Time for Sales Organizations to Embrace AI
October 11, 2019
Artificial intelligence is arguably the most disruptive technology to emerge over the last few decades. Consumers are producing data at record levels. It's estimated we'll produce 463 exabytes per day by 2025. Yet humans aren't equipped to process that complex information. We're starting to rely more on AI to interpret massive amounts of consumer and third-party data in real time.
The CCPA May Affect You, So Get Ready
October 3, 2019
Although not every United States business will be affected, the new California Consumer Protection Act almost certainly will have implications for many businesses outside of California. Starting Jan. 1, 2020, qualifying businesses will be subject to data privacy and security standards currently required only by the 28 member states in the European Union.
DevOps, Platform Strategy and Transformation
October 1, 2019
The software development lifecycle reminds me of the proverb of the three blind people confronting an elephant. One grabs the trunk and says it's a snake, another touches a tusk and says it's a spear, while the third feels its side and calls it a wall. The moral of the proverb is that perception has a lot to do with perspective. For a long time, the perspective on software was that it was a cost.
Oracle's OpenWorld Happening
September 18, 2019
Q1 in any business is the toughest for generating revenue and Oracle is no exception. In its Q1 earnings call it admitted missing by about $70 million on a $9.2 billion nut: small but consequential. No need to run for the smelling salts though, Oracle has been here before and it's got this. It should be noted that in Q4 any self-respecting salesperson works tirelessly to drain the pipeline.
5 Tips for Making the Secret Sauce of a Sales Rockstar
September 14, 2019
Too often, sales teams and successful reps are shrouded in an air of mystery. Many can't tell you exactly how they do what they do. Nowadays, they do it behind a screen, which limits the potential for apprenticeship, immersive learning and modeling. It offers little data beyond outcomes for managers attempting to dissect what's really working. So, what is the secret sauce of a sales rockstar?
Want to Maximize Holiday Sales? Define 3 Key Audiences Now
September 13, 2019
Holiday shoppers spent more money on online purchases last year than ever before -- a whopping $126 billion from Nov. 1 through Dec. 31. That was a 16.5 percent increase from the previous year. If the steady upward trajectory of online holiday spending is any indication, 2019 promises to be another record year. Is your business ready to claim its piece of the massive holiday pie?
Big Data's Seismic Effect on the Broadcasting Industry
September 5, 2019
Digital transformation has left hardly any industry unshaken. In broadcasting, it's safe to say that it has transformed completely the way we create, deliver and consume content. Undoubtedly, the most noticeable change lies in the shift toward the OTT format. Traditional TV now plays second fiddle: 69 percent of consumers use some type of streaming service.
Boost Your CRM With IaaS
July 24, 2019
CRM systems are the lifeblood of many businesses, and the volume of customer data within them keeps growing as companies digitize more processes. That data often is not being used to its full potential, beyond basic reporting on sales metrics and marketing campaigns. With the advent of mainstream machine learning and artificial intelligence technologies, this is all changing, and quickly.
Equifax Data Breach Settlement No Wrist Slap
July 23, 2019
The United States Federal Trade Commission announced that Equifax has agreed to pay a minimum of $575 million as part of a global settlement of claims against it arising from a 2017 data breach that affected 147 million Americans. The settlement with the FTC, the Consumer Financial Protection Bureau, and 50 states and territories potentially could reach $700 million.
For the Love of Bricks
July 16, 2019
I've been spending time this summer barnstorming Barnes & Noble bookstores in New England signing copies of my book on repairing climate change, The Age of Sustainability. These were my first visits to bookstores as a seller, not a customer -- and I previously hadn't visited a store in a while. I wasn't prepared for what I found: The experience was palpable.
Isn't It Time to Buy Cyber Insurance?
July 15, 2019
Every day we read stories about data breaches and cyberattacks on business and government websites, and the resulting the loss of personally identifiable information. Cybercrime is on the rise, and given the ever-evolving methods of attack, meaningful relief and reliable measures to fend off cybercriminals are unlikely in the foreseeable future. Companies need to insure against cybertheft.
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NICE inContact February 12 webinar
How concerned are you about online disinformation during the U.S. presidential election cycle?
Very concerned -- Internet companies haven't done enough to address the issue.
Very concerned -- there's really no effective way to counter it.
Somewhat concerned -- companies have stepped up to lessen the impact.
Somewhat concerned -- voters are less naive this time around.
Not at all concerned -- the threat is overblown.
Not at all concerned -- voters have learned to fact-check for themselves.
Salesforce is a Leader in the Gartner Magic Quadrant 2019 for Digital Commerce