Customer Loyalty Depends On How Well Companies Deliver On Their Basic, Even Plain-Vanilla Promises

The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is

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Research: Companies Should Stop Their Political Spending To Reduce The Risk Of Negative Consequences

Corporations are facing increased scrutiny over their political spending – particularly when their stated values seem to contradict their lobbying efforts. A 2020 report by the Center for Political Accountability offers abundant examples, including corporations that have publicly demanded racial equality while contributing to groups and candidates that promote racial

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Cybersecurity: Companies Need To Make Security Is A Part Of Job Description And The Key Ingredient To That Is Trust

Remote work during the pandemic has meant that organizations had to quickly ramp up their cybersecurity efforts. But securing remote work isn’t just the job of the IT team: Ultimately companies need to make security part of every job description. And the key ingredient to make that happen is trust.

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Companies Shouldn’t Assume Their Third-Party Software Is Secure, They Should Test For Vulnerabilities

When companies buy software, they tend to assume it’s secure – but they shouldn’t. Vulnerabilities in the digital supply chain are the responsibility of both developers, vendors, and customers, but right now cybersecurity isn’t a priority for either party. There are two key miscalculations that are bound up in this:

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In Times Of Crisis And Uncertain World, It Is Important For Companies To Become Future Ready

What makes a company “future ready”? The author analyzed top companies by revenue across four sectors, measuring seven equally weighted factors, then analyzed what leading companies were doing differently. They discovered industry specific insights, which also informed more universal lessons. First, don’t play zero-sum games with disruptors. Looking at the

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The Cookieless World: As Web Browsers And Tech Companies Are Disabling Third-Party Cookies, How Organizations Can Continuing To Deliver Relevant Campaigns To Consumers

With third-party cookies systematically disappearing, how can marketing organizations use other data strategies to effectively target and engage with their customers? Over the past decade, marketers have been experimenting in the digital world to strengthen brand-customer relationships. For example, a proliferation of social channels has altered how marketers interact with

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Ethical OS: How To Safeguard Users, Communities, Societies, And Companies From New Future Risks?

How can you predict the unintended consequences of the products you are building today?  How can you actively safeguard users, communities, societies, and your company from new future risks? As we think about the future of tech at Google, Yoav Schlesinger (Principal for the Tech and Society Solutions Lab at

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Should Companies Centralize Their Digital Activities? As A General Rule Yes, But With Some Significant Exceptions

Should all of your digital operations be located in one central location or do you need a local digital operations outpost in every country your company works in? For international firms, this is a critical decision, and each company has their own set of caveats: ownership structure, customer base, and

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How SMEs Can Compete Against Big Companies With The Help Of Artificial Intelligence

The current economic environment enables many large companies to succeed, while many small and medium businesses (SMBs) are suffering. Adding to this divide are the changes created by AI. Right now, larger companies are investing in AI because they recognize the opportunity to dominate a market using this technology. Big

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Why Companies Should Have AI Literate CEOs And Board Of Directors

You cannot escape the everyday realities of Artificial Intelligence (AI). All Fortune 1000 business leaders in diverse industries have AI focused initiatives well underway. Global companies in both enterprise and mid-markets are rapidly innovating to grow new revenues, increase profits, and discover new value in product and service offerings via

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Future Companies As Result Of Automation And AI

Covid-19 has forced business leaders to accept that automation will arrive earlier than expected. It is therefore timely, albeit in less-than-positive circumstances, to look at which type of companies will, and will not, thrive in the future. Many articles about Artificial Intelligence (AI) have sensationalized the effect of automation as the grim reaper of jobs. However, it will not be jobs that will be automated, but rather tasks within those jobs – in fact any tasks that can be put into a process. The success of companies in the future will depend upon their willingness to find those tasks that can be automated.

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For Better And For Worse: COVID-19 Is Forcing Companies To Speed Up Automation

In its report, Forrester notes that many companies are set to invest more in automation than in rehiring in the wake of the coronavirus pandemic, corroborating earlier reports that had claimed many businesses were already planning to accelerate their automation strategies.

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