Zendesk has recently announced a host of new generative AI features designed to transform customer service and employee engagement. Unveiled during Zendesk’s AI Summit marketing event in New York, these enhancements promise to automate interactions, improve service efficiency, and provide deeper business insights. The company’s switch to outcomes-based pricing also adds a novel approach that ties costs to achieved results,
A series of critical vulnerabilities affecting multiple cybersecurity products has led to an urgent call for security patches to mitigate potential threats. The U.S. Cybersecurity and Infrastructure Security Agency (CISA) has identified a significant flaw in Fortinet products, prompting action to ensure federal agencies implement necessary mitigations. Concurrently, Palo Alto Networks and Cisco have disclosed and addressed critical vulnerabilities in
The coffee shop market in Asia is buzzing with competition, and staying ahead requires more than just a good brew. In an increasingly digital world, coffee shops are turning to social media platforms to engage with their customers and build lasting loyalty. This article explores how coffee shops in Asia are leveraging digital strategies to boost customer engagement and retention,
Transformative shifts are taking place in the B2B landscape, primarily fueled by advances in technology. Business-to-business companies are increasingly expected to deliver personalized, intuitive experiences akin to those offered by leading retail and eCommerce platforms. The driving force behind this evolution is the recognition that B2B customers bring their consumer expectations into their professional interactions. In response, companies are investing
Customer intelligence (CI) has become a cornerstone for businesses aiming to thrive in today’s highly competitive landscape. By collecting and analyzing detailed customer data from both internal and external sources, CI enables organizations to gain valuable insights into customer needs, motivations, and behaviors. These insights empower businesses to improve their interactions with customers and deliver more personalized experiences, ultimately fostering
In the modern era of supply chain management, the integration of Artificial Intelligence (AI) is becoming increasingly vital for enhancing service quality and fostering customer retention. AI’s ability to analyze vast datasets, identify patterns, and predict future trends allows businesses to discover and address the unique needs of each customer more effectively than ever before. This technological evolution is not
In today’s competitive business landscape, understanding and optimizing Customer Lifetime Value (CLV) is pivotal for ensuring sustained growth and stability. CLV refers to the total economic value a customer brings over the entirety of their relationship with a business. Unlike metrics that focus solely on immediate transactions, CLV provides a comprehensive view encompassing repeat purchases, referrals, and ongoing engagement. Understanding
The primary focus of this article is the intrinsic link between customer experience (CX) and customer loyalty, emphasizing how an enriched CX can foster lasting customer loyalty and drive business success. This article aims to unravel the dynamics between these two concepts, illustrating how prioritizing CX can pave the way for enhanced customer retention, profitability, and a more substantial market
American Water, the leading regulated water and wastewater utility in the United States, experienced a significant cyber-attack in October 2024. This incident underscored the vulnerabilities in U.S. critical infrastructure sectors, especially water and wastewater systems. It compelled American Water to take swift action to secure their operations and highlighted the urgent need for enhanced cybersecurity measures across the sector. The
Navigating the labyrinth of cyber incident reporting in the European Union (EU) has become a monumental task for businesses. The plethora of legislative acts like the Network and Information Security (NIS2) Directive, the Digital Operational Resilience Act (DORA), and the Cyber Resilience Act (CRA) impose distinct requirements, generating confusion and operational strain. At the center of the discourse is the
In a bold cyber offensive coinciding with Russian President Vladimir Putin’s 72nd birthday on October 7, Ukrainian hackers delivered a significant blow to Russian state media company VGTRK. Described as “unprecedented” by Kremlin officials, this attack inflicted severe disruption across the digital infrastructure of prominent Russian television and radio channels, including Rossiya-1, Rossiya-24, Kultura, Vesti FM, and Mayak. The incident
In an era where cyber threats are becoming increasingly sophisticated, enterprises are constantly reassessing their cybersecurity strategies. Multi-factor authentication (MFA) has been a cornerstone of these efforts, but emerging evidence suggests that it may no longer be sufficient on its own. For years, MFA was regarded as a significant upgrade from the traditional password-only systems, but the evolving landscape of
