To fix the problem Facebook is trying to solve requires — and this is where the irony comes in — a social network, which Facebook’s collaboration failure showcases it is not.

INSIGHTS

Next Normal, Too Soon?

It isn't just the pandemic that's shifting society; other macro events add an important dimension and all of it influences the direction of CRM for the foreseeable future. But a key question looms: Are we still too close to these events to be able to make sensible predictions about how and where we...

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 ...

Chromebooks were a hot commodity in the second quarter of this year, with shipments increasing 75 percent compared to the same period in 2020. Some 11.9 million of the laptops were shipped during the April-June quarter, or 13 percent of all notebooks, according to Canalys, a global market research c...

The impending loss of third-party digital cookies will soon force the e-commerce advertising industry to shift its strategies fast. These developments are issuing a real blow to advertisers seeking to leverage third-party data. At issue now is how brands will regroup from these substantial changes t...

Many businesses find themselves launching open-source products at a rapidly accelerating pace without truly understanding either the benefits that come with it or the potential pitfalls that must be avoided. Let's talk about what open source means to your business, and how you can leverage it to ser...

Amazon last week held its Alexa Live 2021 developer conference, which would have been a lot more fun if during the event the Amazon Echo show in my office hadn't gone insane. Let's talk about the promise and some of the problems with the coming wave of ambient computing devices. Then we'll close wi...

OPINION

Tech Solutions To Beat the Heat

It's been a sweltering summer for those of us on the West Coast of the United States, and keeping power bills down when running air conditioning 24/7 is a challenge. This week, let's highlight technologies you can use to personally respond to the heat problem and deal with a world that is becoming ...

Google went live earlier this summer with its new Core Web Vitals algorithm to determine search rankings. With the implementation of Core Web Vitals as a key component of its search algorithm, Google has made a well-considered decision to reward sites that perform the best and that have been specifi...

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...

Those of us who grew up with Star Trek might remember a device from the series called a replicator. This was a 3D printer of sorts that could create almost anything, ranging from food to weapons, at the touch of a button. Let's talk about our progression to the home-based replicator that could take ...

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 ...

Thousands of hacker attacks were launched on a network of smart home devices designed by researchers to assess the risk the gadgets pose to consumers. During the initial week the "honeypot" network was online, 1,017 unique scans or hacking attempts were directed at the devices on the net, which incl...

INSIGHTS

CRM’s Virtuous Circle

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...

How does the quality of customer service delivered by government compare to that of the private sector?
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