Opinion

Opinion

Customer relationship management (CRM)

• 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

• The high price of not understanding how automation works with existing software licences

  Businesses must check their software licences before they introduce robotic process automation or they risk breaking the rules  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

• KYC: a financial services business enabler

  In the financial services arena, know your customer (KYC) is set to emerge as a key strategic element of organisations’ business models  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

• Driving digital productivity in the UK

  There is a need for British businesses to improve their adoption of digital technologies  Continue Reading

• Get closer to your customers by doing the co-creation tango

  For years, IT has been in a formal dance with its customers, but in the disruptive world of co-creation, it now needs to learn to tango  Continue Reading

• Time for DevOps to get out of the weeds

  Software and service providers face a battle to deliver new products, features and capabilities faster than ever  Continue Reading

• The new dawn of brand: You are only as good as your software

  We can make computers exciting, and we can capture our unique cultural personalities, writes Alan Trefler  Continue Reading

• Why businesses need brilliant social media

  Social media is tturning out to be arguably the biggest disruptive challenge business has to face  Continue Reading

• Buyer beware: second-hand user licences mired in uncertainty

  Despite a recent European Court of Justice ruling on the sale of used software, second user licensing remains a contentious subject  Continue Reading

• Don’t create a mobile enterprise app for the sake of it

  Enterprise mobility applications need a clear objective, advises Accenture’s Nisha Sharma  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

• Forrester: The secrets of digital disruption

  Companies can exploit digital disruption to unleash the next wave of innovation, says Forrester Research  Continue Reading

• Unleash the value of consumer data

  Companies' ability to capture, mine and analyse consumer information has the potential to deliver economic value  Continue Reading