We've talked about the fact that Facebook is tracking everyone online — even people who choose not to open a Facebook account — long before the Cambridge Analytica revelations came to light. But now that Mark Zuckerberg had to face Congress twice in as many days, we know for a …

Facebook has long been a prerequisite for signing up for the service, along with competitors like Tinder, designed to help verify identities, offer common friends and speed up registration. But fallout from Facebook's most recent data sharing scandal has left plenty of users wary of the service and helped … Read …

That's partly due to the legal and social obligations that come with being a regulated monopoly, and partly due to the localized nature of water, gas and electricity service. There are important differences between utilities and other companies, but one area in common is the need to satisfy customers and … …

Now, as a part of Opus, we are in a great position to evaluate the future of both CRM/Customer Service and Speech/Voice technology. CRM Evolution has been run … The bright shiny objects distracted us 10 years ago as we all watched Social Media take the limelight. While Twitter officially …

For executives, walking the store aisles has become a matter of scrutinising virtual shopping cart analytics; today, door greeters are monitoring social channels and customer service exchanges. And packed into those roles is real-time intelligence delivered immediately to those who can take action. Read More

Here now, a look at social media reactions to the Starbucks arrest debacle. Prominent celebrities and public figures including musician Questlove, actor Wendell Pierce (best known for The Wire), MSNBC host Joy Ann Reid, and former NAACP president Cornell Brooks pointed to the Starbucks incident … Read More

The world and Twitter were rocked this morning when the 'news' hit that Wetherspoons (a thirty-nine-year-old pub/bar business with +37,000 employees and around a billion pounds of turnover) decided to leave the various social media platforms they were on. A bold move considering the current … Read More

A captain of industry in Britain has done something both smart and courageous. He has decided to shutter the company's social media accounts for all of its hundreds of outlets. It is something that other business leaders should consider doing too! I write of Tim Martin, chairman of JD Whetherspoon, …

Given the magnitude and speed of change in the market, basic employee reskilling that considers conventional career paths or jobs will be inadequate in the age of AI. The rapidly increasing demand for hybrid jobs like marketing/human resources, data science/operations, and user experience … Read More

As Amazon Go has demonstrated, walking out the door to pay may be the ultimate in terms of a seamless checkout experience. Customers at the eCommerce giant's brick-and-mortar mini-mart simply go around the store adding the items they need to their shopping cart, then leave the store — triggering … Read …