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“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!” What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are high. What should I do…

Are you too a privacy geek? Or simply a mere mortal struggling to understand the scope of the California Consumer Privacy Bill? In the numerous discussions led with our customers, it seems quite some confusion was created by the US version of the EU GDPR. Why? Well precisely because it is different than the GDPR. So let’s see here the top 6 differences between the two and how they impact the contact center.

Salesforce World Tour London 2019 is over, and we at NiCE CXone in the UK and Ireland already are planning and looking forward to next year’s event. This was the first time that we have participated in the UK event and what a thought-provoking, hectic, yet ultimately rewarding day it was — even if the feet were…

In late April, NiCE convened Interactions 2019 and all roads to secure and convenient customer emanated from three foundational elements: “The Cloud, Analytics, ‘Digital & AI’ and Automation.” For more detail on the event see this post. Of these major components, the speech analytics resources developed by NiCE Nexidia, which was acquired three years ago, were of special interest to me, especially as I home into how analytics is being elegantly integrated with the company’s internally-developed, market leading voice-based identification and authentication capabilities.

Experts predict that by 2025, 463 exabytes of data will be created each day — that’s a volume that represents a significant goldmine for businesses able to harness it.

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. But the evolution isn’t complete yet, and it probably never will be. This is the nature of life in the digital age. Businesses still are working out the kinks with some of the newer capabilities, and some consumers…

The headline on April 24, 2019 read, “Facebook expects to pay up to $5 billion in fines to FTC for privacy violations.” Ironically, Mark Zuckerberg, Founder and CEO of Facebook is one of several business leaders who have been pressuring legislators for more clarity on privacy rights. All businesses, and especially those that sell access to micro-targeted audiences, need clear and consistent regulations. Aware of widely publicized data breaches, consumers are demanding more control over their private information. So where do we draw the line? The member nations of the European Union tackled this problem head-on. The resulting General Data Protection Regulation (GDPR) went into effect May 25, 2018.