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  • Customer Relationship Management (CRM)
  • Secure customers, protect the brand

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  • Webinar GDPR And Its Impact On Customer Service Operations — Be Prepared!

    Thursday, June 27, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Art Schoeller

    Consumers increasingly want better protection of their data, and regulators are responding. The EU's General Data Protection Regulation (GDPR) puts in place strict rules that companies must adhere...

  • Report GDPR-Like Regulations Are Going Global — Is Your Customer Service Organization Ready?

    How Customer Data Moves Through Your Contact Center Will Determine Your Compliance Path
    June 25, 2019 | Art Schoeller

    Just over a year after the EU General Data Protection Regulation (GDPR) took effect, we're starting to see the consequences for firms that don't meet compliance standards — and this is only the...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report Make Privacy A Competitive Differentiator

    Executive Overview: The Customer Trust And Privacy Playbook
    June 6, 2019 | Fatemeh Khatibloo

    Consumers are increasingly aware of the value of their personal data. As a result, companies can no longer afford to dismiss customer concerns about the use of that data — failure to respect...

  • Report Protect Your Intellectual Property And Customer Data From Theft And Abuse

    Executive Overview: The Data Security And Privacy Playbook
    April 16, 2019 | Stephanie Balaouras

    Data is the lifeblood of today's digital businesses. Sophisticated cybercriminals are determined to steal it, and employees can abuse it. IP theft erases competitive advantage, and privacy...

  • Report Best Practices: Customer Call Center Authentication

    Prioritize Implicit Biometrics And Phone Reputation To Reduce Customer And Agent Friction
    March 22, 2019 | Andras Cser, Merritt Maxim

    Customer call center authentication (CCCA) combines human and machine processes, tools, and technologies. The call center is invariably the channel of last resort for customers looking to get...

  • Report Tackle The California Consumer Privacy Act Now

    Use Your GDPR Compliance Programs To Prepare For The New CCPA Requirements
    February 8, 2019 | Enza Iannopollo

    In less than one year's time, regulators in California will start enforcing the requirements of the California Consumer Privacy Act (CCPA). Brazil has just passed new privacy regulations, and India...

  • Report Secure Customers And Protect Your Brand

    Executive Overview: The Cybersecurity And Privacy Playbook
    September 25, 2018 | Laura Koetzle

    Today, CIOs and CTOs are transforming the foundations of their business with technology; for that transformation to succeed, you must transform your cybersecurity and privacy practices...

  • Report The Algorithm Of You: Meet Your Personal Digital Twin

    Continuous Improvement: The Customer Trust And Privacy Playbook
    September 10, 2018 | Fatemeh Khatibloo

    Algorithms are all around us, guiding business decisions, social policy, and life choices. But the algorithms that organizations use today don't account for individual human objectives, resulting...

  • Report Build Your Privacy Organization For Customer Data Management

    Organization: The Data Security And Privacy Playbook

    How companies handle and protect consumer data privacy is much more than a compliance issue. Privacy is a competitive differentiator. This requires oversight and clear lines of privacy...

  • Report How Dirty Is Your Data?

    Strategic Plan: The Customer Trust And Privacy Playbook
    May 14, 2018 | Fatemeh Khatibloo

    As consumers' privacy concerns grow, marketers must rethink their data practices. Today's data governance practices — the rules that guide what consumer data a company collects; how it stores,...

  • Report Consumer Data: Beyond First And Third Party

    Decoding The Value Of Four Consumer Data Types
    July 3, 2017 | Fatemeh Khatibloo

    Consumer data used to be pretty simple. There was first-party data you collected in the course of doing business, and there was third-party data from brokers and aggregators. But that was before...