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July 21, 2017
v2v-transportation-iot
You're probably tired of reading that the Internet of Things is the hottest thing going, and that IoT is a boon to technology and, simultaneously, a potential disaster for security and privacy. However, over the past few years, another IoT-related technology has been growing: vehicle to vehicle. V2V is a way for automobiles to communicate directly with other vehicles on the road. [More...]

July 21, 2017
marketing-spend
Retailers have been focusing on technologies to measure and assess customer response, and have been using the data they produce to drive e-commerce decisions, suggests a study of 136 enterprise retailers. Enterprise retailers with at least $500 million in annual revenues participated in the study, which was a joint effort of Adam Software, an Aprimo company; WBR Digital; and ChannelAdvisor. [More...]

July 20, 2017
b2b-marketing-advertising
Facebook on Wednesday launched "Discover Growth," a global ad campaign targeting B2B marketers. The 30-day U.S. ad campaign, which will target direct-response marketers as well as traditional brands, will run both on and off the Facebook platform. The on-platform campaign reportedly will consist of one ad per day on Facebook, Instagram and the Facebook Audience Network. [More...]

July 20, 2017
customer-service
Customers want fast service or support from knowledgeable people where, when and how they prefer to receive it, based on results of a study the CMO Council published Tuesday. Together with SAP Hybris, the CMO Council last year conducted an online survey of 2,000 respondents, equally divided between men and women. Fifty percent were in the U.S., and 25 percent each resided in Canada and Europe. [More...]

July 19, 2017
government-information-technology
The American Technology Council, which President Donald Trump established this spring by executive order, has four years to rebuild the federal government's information technology structure. A massive reboot of both hardware and software will be necessary to bring government computers up to modern standards. The effort will force many government agencies to shift years of floppy disk and other outdated storage technologies to the cloud. [More...]

July 19, 2017
customer-self-service
People concerned about automation killing jobs might look at Helpshift's strategy and similar automation approaches. By enabling businesses to build help or support into mobile apps, these new models are re-inventing support to get the job done. Sure, they provide automated support in lieu of conventional agents, but they do so at a level where it often can be uneconomic to position live agents. [More...]

July 18, 2017
net-neutrality
The Internet Association, which represents 40 leading technology companies -- including Facebook, Google, Amazon and others -- on Monday filed comments with the FCC, urging it to maintain Net neutrality regulations enacted during the Obama administration. The rules have created a level playing field that has helped fuel innovation in the broadband Internet space, according to IA. [More...]

July 17, 2017
customer-data-cloud
Verizon, the largest wireless carrier in the U.S., has confirmed that data belonging to about six million of its wireless customers was exposed after the information mistakenly was allowed to remain unprotected on an Amazon cloud server. The disclosure follows reports that an engineer at Nice Systems allowed the data of 14 million Verizon customers to reside on an Amazon Web Services S3 bucket. [More...]

July 17, 2017
artificial-intelligence-customer-service
DoNotPay, an AI-based chatbot app created to help fight parking tickets in the UK, now addresses roughly 1,000 consumer concerns and is available throughout the U.S. as well as across the pond. The app's creator, Stanford student Joshua Browder, announced the expansion last week. Powered by IBM Watson, DoNotPay has about 1,000 bots capable of tackling a variety of legal and service issues. [More...]

July 14, 2017
amazon-echo-dot
Amazon has hailed its third-annual Prime Day promotion as its single biggest global shopping event ever. Held earlier this week, it garnered an estimated $1 billion in sales, surpassing year-ago sales by 60 percent and beating the company's prior Black Friday and Cyber Monday records. More members joined Prime on this year's Prime Day than on any other single day in the company's history. [More...]

July 14, 2017
electronic-payments
As many as 80 percent of U.S. residents support frictionless payment methods and technologies, suggests a survey of 1,000 consumers Viewpost published this week. Among its other findings: Nearly 51 percent of survey participants were paid electronically through direct deposit, and 83 percent of respondents believed paper checks would be eliminated completely within the next 20 years. [More...]

July 13, 2017
Amazon Echo Show Alexa
Amazon recently launched its Echo Show, which brings a visual screen to its smart speaker device. I wonder whether we're ready to start living in what seems like a futuristic Star Trek world. The Echo Show experience is sort of like having a laptop sitting on your table -- one that uses AI, allows you to speak to it, speaks back to you, and shows you relevant things on its screen. [More...]

July 12, 2017
content-marketing
There are three key stages of implementing a content-based lead generation strategy -- content development, targeting and prospect nurturing -- that marketers should take into account. However, they often focus on one stage more than the others, missing out on opportunities for optimization. That is one of the findings of a new study from NetLine, a B2B content syndication lead generation network. [More...]

July 12, 2017
personalized-customer-self-service
"When you provide service, it can be either completely general, or contextual -- which means it's different for different demographics," said Nanorep CTO Amit Ben. "Personalized service means that you get to the most fine-grained resolution possible. It's self-service that can be catered and adjusted dynamically to each person experiencing that service." [More...]

July 12, 2017
microsoft-satya-nadella-inspire-2017-partner-conference
Microsoft has announced several new offerings aimed at strengthening its position in the cloud marketplace, including Microsoft 365 Enterprise and 365 Business, at its Inspire partner conference in Washington, D.C. Microsoft 365 Enterprise is designed to empower employees of large organizations to be creative and work together securely. Microsoft 365 Business targets SMBs with up to 300 employees. [More...]

July 11, 2017
cyberattack
Recent ransomware threats have escalated into a global crisis, and cybersecurity experts and government authorities have redoubled their investigative efforts. Of grave concern is the possibility that the recent Petya attack had more sinister motives than typical ransomware operations, and that state actors were involved behind the scenes. The Petya attack actually used ransomware as a cover. [More...]

July 11, 2017
Salesforce had a strong showing at its TrailheaDX developer conference, roughly quadrupling last year's attendance and flooding its developers with new technology. Over the last few years, the company has built out a multidimensional matrix of product offerings that include CRM components like SFA and customer service, but it has been careful to introduce back-end technology products as well. [More...]

July 10, 2017
amazon-prime-day
Amazon is ready to disrupt the retail landscape for the third consecutive year, as it launches its July 11 Prime Day sale. The company will offer thousands of discounted items and special promotions to reward its Prime customers and increase their numbers, while rivals scramble to compete. Starting at 6 p.m. on Monday, Amazon will offer special curated deals on some of its biggest-selling items. [More...]

July 10, 2017
customer-loyalty
Membership in loyalty programs grew at 15 percent this year to total 3.8 billion, according to the recently published 2017 Colloquy Loyalty Census Report. The growth rate recorded in the 2015 loyalty census, when membership stood at 3.3 billion, was 26 percent. Growth has slowed because the United States is a maturing market, said Melissa Fruend, author of the report. [More...]

July 7, 2017
Everywhere you look, organizations are shifting their software acquisition preferences and policies away from traditional, on-premises legacy applications to a new generation of on-demand SaaS solutions. Although I was an early advocate, I'm becoming concerned that many leading SaaS vendors and their enterprise customers are taking actions that significantly compromise SaaS' fundamental value. [More...]

July 6, 2017
customer-loyalty
Eighty percent of participants in a recent Capgemini survey said they would pay more for a better customer experience, and 9 percent were willing to pay up to 50 percent more. Researchers polled 3,300 customers of 125 companies in the utilities, consumer products, retail, retail banking, and Internet-based services sectors. Among the respondents were 450 senior executives from 150 companies. [More...]

July 1, 2017
amazon-prime-day-july-11
Amazon has set its third annual Prime Day promotion for July 11, promising its biggest-ever promotion with 30 hours of deals starting at 6:00 p.m. PT on July 10. The company has expanded the event to China, India and Mexico, to reach a total of 13 international markets. Amazon will go head-to-head with some of its most important international rivals, including Chinese e-commerce player Alibaba. [More...]

June 30, 2017
veterans-affairs-electronic-health-records
A Veterans Affairs decision to pursue a new direction in processing health records has created a highly visible endorsement of the use of COTS information technology by federal agencies. President Trump cited the VA's action as an example of the administration's commitment to vastly improve federal IT management. The sheer size of the VA makes the decision to use an outside contractor noteworthy. [More...]

June 30, 2017
as a service
So much is happening as we approach the end of Q2 -- our industry's busiest quarter, at least by some measures. I'm flying around seeing things but not always able to comment from a middle seat on a red-eye. So this piece is an attempt to catch up and set some markers for the traditionally slower summer. I've been searching for a word to describe a new category I see: Service as a Service. [More...]

June 29, 2017
b2b-sales-marketing
Four business marketing strategies can boost business-to-business sales conversion rates by up to 25 percentage points, based on results of a survey Altman Vilandrie released this week. However, only 15 percent of businesses fully take advantage of them. Even those that do use the strategies sometimes fail to maximize sales conversions because of a lack of coordination and integration. [More...]

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How urgent is the need to provide broadband services for rural U.S. communities?
It's critical to the entire economy, and everyone should share the cost.
If rural residents really want high-speed Internet, they should foot the bill.
Internet providers will benefit -- they should build out their own networks.
The government should ensure that everyone is connected, but broadband isn't necessary.
People who choose to live off the grid do so for a reason -- leave them alone.
Providers should improve broadband services in heavily populated areas first.