Opinion

Opinion

Customer relationship management (CRM)

• A trial relying on computer evidence should start with a trial of the computer evidence

  Learning from the Post Office Horizon scandal - the most widespread miscarriage of justice in recent British legal history  Continue Reading

• UK winners and losers in digital tech

  The UK's retail and telecoms companies are among the best in the world at digital technology, but a survey of digital leaders shows there is still room for improvement for many UK firms  Continue Reading

• How AI is disrupting the role of call centres and call centre staff

  Artificial intelligence could eliminate many white-collar jobs in coming decades. Its effects are already being felt in the call centre industry, but there is still no substitute for the human touch  Continue Reading

• Consumer identity management is the core of real CRM

  IAM + CRM is much more than simply IAM for external users, says Ivan Niccolai  Continue Reading

• User acceptance testing needs real training, not just a short course

  In spite of its importance, user acceptance testing (UAT) is often chaotic, problematic and ineffective  Continue Reading