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Monica Eaton-Cardone
How Customer Expectations Contribute to Fraud and Losses
04/25/19 9:44 AM PT | E-Commerce Times | 1667 Words

Contemporary online retail enables faster, smoother and more profitable interactions between consumers and merchants. Individuals can shop and make purchases at...

Jack M. Germain
Hackers Use Microsoft Help Desk to Pull Off Massive Email Breach
04/16/19 10:31 AM PT | E-Commerce Times | 1044 Words

Hackers piggybacked onto a Microsoft customer support portal between Jan. 1 and March 28 to gain access to the emails of...

Denis Pombriant
Social Media's Next Act
04/09/19 12:07 PM PT | CRM Buyer | 1312 Words

A little over 10 years ago, we were toasting social media as the great innovation that would enable CRM to traverse...

Sara Hicks
Retail Tech for Millennials
04/02/19 5:00 AM PT | E-Commerce Times | 1122 Words

It's time to get strategic about winning over Gen Y. Members of the millennial generation (or Generation Y) were born roughly...

Joerg Habermeier
Using the Contact Center to Help Build Brand Loyalty
03/29/19 9:47 AM PT | CRM Buyer | 2537 Words

If there were no self-service option available for the particular issue, the call then would be routed to an agent who could answer with something like this: "Hi John, I see you recently purchased a widget. Is that what you're calling about?

Chris Bucholtz
Is Your Contact Center Ruining Your CX?
03/27/19 12:14 PM PT | CRM Buyer | 1053 Words

The trend toward customer self-service has been heartening to those focused on driving down costs -- but that's a mistaken focus. Self-service on the website, bots, and other tools for call diversion are helpful in answering simple calls. As a result, the...

Amjad Hussain
AI-Powered Inventory Management: A Make-or-Break Tool for Retailers
03/22/19 9:22 AM PT | E-Commerce Times | 1486 Words

Retail is facing battles on all fronts. Up against Amazon's streamlined operations on one side, and a higher demand for flawless...

Jack M. Germain
MOREbot Introduces Kids to Robotics Using 3D Printed Parts
03/19/19 11:05 AM PT | LinuxInsider | 1308 Words

MORE Technologies last week launched a Kickstarter campaign to raise US$20,000 for development of its open source robot ecosystem. The...

Jack M. Germain
US Government Forging Ahead With Airport Facial Recognition Plans
03/12/19 11:40 AM PT | TechNewsWorld | 2068 Words

Plans to bring facial recognition to major U.S. airports by 2021 are on a fast flight path, despite concerns about the...

Denis Pombriant
Modern Selling
03/07/19 5:00 AM PT | CRM Buyer | 869 Words

Organizations implicitly agree, because they put so much information on the Internet to support the self-service effort.

The Timing Conundrum
The result is that salespeople engage with customers further along in the process or down the funnel. This puts added...

Jack M. Germain
Pitney Bowes Launches Self-Service Tool to Drive Post-Buy Revenue
03/06/19 10:07 AM PT | CRM Buyer | 1190 Words

... Bowes on Monday unveiled Consumer Connect, a self-service post-purchase marketing solution for retailers and brands. Pitney Bowes provides commerce solutions in the areas of shipping and mailing, data and e-commerce . The Consumer Connect service helps retailers drive new revenue after shoppers...

Rob Enderle
Michael Cohen and the Creation of a Deep Learning AI Lie Detector
03/04/19 5:00 AM PT | TechNewsWorld | 1918 Words

Like many of you I was fascinated by the Michael Cohen testimony last week in what was more performance art than...

Jack M. Germain
Amazon Brings Big Guns to Battle Against Counterfeit Products
03/01/19 5:00 AM PT | E-Commerce Times | 1457 Words

Project Zero will utilize three tools to safeguard against counterfeit products: automated protection systems, a self-service counterfeit removal tool, and product serialization.

The program's aim is to ensure that customers always receive authentic goods when shopping on Amazon.

Project Zero...

Jeff Kagan
Google Fiber Missteps Could Tarnish Brand
02/22/19 11:55 AM PT | E-Commerce Times | 798 Words

This winter has been very rough on Google Fiber, Alphabet's high-speed Internet service. An overabundance of snow, ice and water have...

Richard Adhikari
Walmart E-Commerce Has Blowout Q4
02/20/19 10:34 AM PT | E-Commerce Times | 832 Words

Walmart's e-commerce sales were up 43 percent for Q4 FY 2019, the 13-week period ended Jan. 25. Sam's Club e-commerce sales...

Denis Pombriant
How Do You Build a Software Company?
02/05/19 10:07 AM PT | E-Commerce Times | 1083 Words

How do you build a software company? It's a trick question. There are certainly things you need to do and not...

Vivian Wagner
Wading Into the E-Book Publishing Waters
02/04/19 11:21 AM PT | E-Commerce Times | 1077 Words

Writing and publishing an e-book can be a great way to develop your brand, reach a broad audience, and potentially increase...

Brad Russell
Driving Smart Home Product Value Through AI Applications
01/29/19 10:56 AM PT | E-Commerce Times | 1156 Words

Annual sales of all connected home devices are expected to exceed 520 million units by 2022, based on Parks Associates forecasts....

Denis Pombriant
Salesforce and the Machine
01/15/19 11:06 AM PT | CRM Buyer | 932 Words

CX on Steroids
Retail has gone through at least three iterations that can be summarized as 1) being assisted by a clerk, 2) self-service , and now 3) being assisted by a machine.

For example, the Einstein Recommendations API...

Chris Bucholtz
Top CRM Blogs of 2018: Countdown, Part 1
01/10/19 12:00 PM PT | CRM Buyer | 2521 Words

After several years of instability on this list, 2018 saw things settle down a bit. In past years, blogs would make...

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