A major credit-reporting company recently disclosed that hackers possibly gained access to the personal information of 143 million US consumers, or roughly half the US population. In a statement made on the day of the public disclosure of the breach, the company’s chairman and CEO vowed to increase cybersecurity spending. Of course, this is the
Tags: Cybersecurity, risk management
The Frequency Illusion Perhaps you’ve never heard of the Baader-Meinhof phenomenon, but odds are you have experienced it. Also known as the “frequency illusion,” it happens when we repeatedly notice something after first learning about it. Maybe it’s a new word, and suddenly, you notice it in conversations, hear it on the morning news, and
Tags: Customer Expectations, Customer Experience (CX), Customer Service, Social Media
Organizations and IT departments are still fighting off the WannaCry ransomware attack, which has crippled corporations, government agencies and healthcare systems across the globe. Every threat is different, but this is yet another example of why every organization, no matter how big or small, needs to take these threats more seriously. At Cimphoni, we have
Tags: Big Data, cyber attacks, cybercrimes, Cybersecurity, Digital Assets, ransomware, risk management, WannaCry
A recent incident in which a customer was dragged off an aircraft operated by one of the largest airlines in the world reminds us of why we must be so diligent about truly understanding the customer experience we create. It is also a stark reminder that any negative experience with your brand can instantly go
Tags: Customer Empowerment, Customer Experience (CX), Customer Interaction, CX Improvement, Voice-of-the-Customer (VOC)
An adage in cybersecurity is, “there are two types of companies – those that have been hacked and those that don’t yet know they have been hacked.” Which one is your organization? The importance of an effective cybersecurity program should not be underestimated. In our latest Cimphoni white paper, Building a Cyber Fortress to Protect Your
Tags: Cybersecurity, Digital Assets, IT Security
Are you getting negative reviews or ratings online or in surveys about some aspect of the customer experience? You’re not alone. In today’s technology-driven marketplace, customers are benchmarking your company’s performance against innovators like Amazon and Apple, and most companies are falling short of that standard on at least a few customer touchpoints. That’s why Cimphoni
Tags: Buyer's Journey, Customer Experience (CX), SnapShot Assessment
Today, we launch our latest original white paper, 5 Key Steps to Align Customer Experience with Evolving Customer Expectations. In this white paper, we define the multi-channel buyer’s journey in 2016, which is more complex than ever before, and provide the Cimphoni methodology to analyze and diagnose what’s working and what’s not in your customer experience. If your company
Tags: Customer Expectations, Customer Experience (CX), White Paper
Enterprise Content Management (ECM) systems, when combined with business intelligence tools, are foundational technologies to support enterprise agility. These platforms will provide employees with both historical insights into business best practices as well as contemporary insights into customers, employees, partners and other business stakeholders. The growing global ECM market is estimated to be worth close
Tags: Big Data, Business Process Transformation, Digital Enterprise, Enterprise Content Management (ECM)
Many service companies have incorrectly assumed that the Internet of Things (IoT) does not apply to them because they don’t make “things” and therefore cannot benefit. The truth is that there is immense potential for service companies to leverage IoT to accomplish goals that fall into five main categories: increased revenue, lower operational costs, differentiated
Tags: Business Process Transformation, CIOs, CMOs, Internet of Things (IoT), Service Companies, Value Chain
The “impatient narcissist” is probably an apt description for today’s consumer. They want what they want and they want it now. They have extremely high expectations regarding every aspect of their “journey” with an enterprise’s products or services. From gathering information to purchasing a product or service, using it or recommending it to their
Tags: Big Data, Cognitive Enterprise, Customer Experience (CX), Digital Enterprise, IT Transformation