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Share to Twitter Share to Linkedin Alok Kulkarni is Co-Founder and CEO of Cyara , a customer experience (CX) leader trusted by leading brands around the world. Out with the old, in with the new. Contact centers are evolving, and your technology should, too. In the past, with legacy call centers, customer journeys were relatively simple and linear: Call in, talk to an agent and resolve the problem. But those days are long gone. With the rise of omnichannel communication, today’s customer journey is more complex and the route to a successful customer experience (CX) may crisscross its way through several different channels, touching not only human agents but bots along the way. In today’s tense economic climate, CIOs and CX leaders have a crucial but challenging task: maintain growth while simultaneously cutting expenses and increasing efficiency. Most IT executives would agree that putting money into new technology will help accelerate growth and … [Read more...] about How To Determine Where To Invest Your CX Technology Budget First

Share to Twitter Share to Linkedin The doomsayers who predicted the literal demise of the U.S. restaurant industry after Covid—especially at the fine dining level—proved myopic in the extreme. A new study called the “Agency Forward Restaurant Survey” compiled by Nationwide Insurance, which both insures and advises restaurants on coping with inflation to supply chain issues shows that every segment of the industry has not just survived but in many cases is thriving well past pre-pandemic levels of business. To explain the findings I spoke with Peter McMurtrie, President of Commercial Lines at Nationwide: You say reservations have returned to pre-pandemic levels. Does this apply as much to fast food and chain restaurants (which are mainly walk-in) as with higher end and fine dining? While this research study only focused on fine dining, fast casual and family-style restaurants, recent research as well as our interactions with customers have shown fast food … [Read more...] about The US Restaurant Industry Has Bounded Back from Covid At Every Level From Fast Food To Fine Dining

Democrats, celebrities and other media figures called for gun control within hours of a Monday shooting at a private school in Nashville that left seven people dead. “The school shooting in Nashville is heart-wrenching. No student, teacher or family should experience the fear and trauma of gun violence,” Democratic Sen. Elizabeth Warren of Massachusetts tweeted . “Enough is enough. Congress needs to once again ban assault weapons and pass gun violence prevention legislation to keep our children safe.” (RELATED: Activist Hijacks School Shooting Press Conference To Demand Gun Control) An unidentified 28-year-old female shooter killed three children and three adults at Covenant School in Nashville, Tennessee, which teaches children from preschool through sixth grade, before being fatally wounded by law enforcement. The school shooting in Nashville is heart-wrenching. No student, teacher or family should experience the fear and trauma of gun violence. Enough is enough. … [Read more...] about Dems, Media, Celebrities Call For Gun Control Hours After Nashville School Shooting

Share to Twitter Share to Linkedin Co-Founder and CEO of Varonis , responsible for leading the management, strategic direction and execution of the company. In the movie Apollo 13 , three astronauts returning to Earth are unaware of their perilous reentry. Back in Houston at Mission Control, chief flight director Gene Kranz (played by Ed Harris) comments on the unfortunate events, saying: "Is there anything they can do about it?" No one dared to speak. "Then they don't need to know." If Kranz was in IT security, he'd probably have a thing or two to say about actionable information and how there's sometimes too little and many times far too much. In this article, I'll share how automation can help turn the right information into action, helping to defend against cyberattacks, mitigate risk, shore up compliance and improve productivity. You Can't Unbreach Data The biggest security risk businesses face is lasting damage, which … [Read more...] about What Automation Means For Cybersecurity—And Your Business

Twitter may be worth half of what Elon Musk paid for it, a sign that the social platform's legal struggles could be taking a toll. Key Takeaways Elon Musk has said Twitter can be profitable as early as the second quarter. In a leaked memo, Musk said the company was worth $20 billion. The company is facing costly legal battles as former employees, vendors, and regulators. Regulators in the U.S. and European Union are also unhappy with the social media firm's practices. Musk claims Twitter can be profitable by the second quarter after he made sweeping changes to the company after he purchased it last year for $44 billion. However, the Tesla ( TSLA ) founder said the company is likely worth half that figure, in a memo reviewed by the Wall Street Journal Sunday. Twitter is facing headwinds from advertisers as they pull back in an uncertain economy, dragging down the company's valuation. Changes made under Musk's guidance have also shaken the confidence of … [Read more...] about Elon Musk Expects About $20 Billion Loss on Twitter Investment