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ALSO CALLED: Sensitive Personal Data, Online Customer Privacy, Data Privacy, Personal Data Privacy, Customer Data Privacy, Consumer Data Privacy, Privacy, Consumer Privacy
DEFINITION: The Children's Online Privacy Protection Act (COPPA) is a law created to protect the privacy of children under 13. The Act was passed by the U.S. Congress in 1998 and took effect in April 2000. COPPA is managed by the Federal Trade Commission (FTC). The Act specifies: That sites must require parental consent for the collection or use of any personal information of young Web site users. What must  … 
Customer Privacy Reports
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Building consumer confidence in data sharing and new technology
sponsored by Verizon
WHITE PAPER: Download this report for an in-depth look at how consumers of different nationalities and ages feel about sharing their personal data, as well as recommendations for how organizations should gather and use it.
Posted: 25 Jan 2021 | Published: 25 Jan 2021

Verizon

Building a New Future for Retail
sponsored by AT&T Cybersecurity and Fortinet
DATA SHEET: Today’s retailers have the opportunity to harness behavioral insights and customer data and transform yesterday’s interactions into streamlined, secure and highly personalized customer experiences. View this infographic to learn more about the threats, opportunities and best practices in modern retail.
Posted: 15 Jan 2021 | Published: 15 Jan 2021

AT&T Cybersecurity and Fortinet

Insights from CX leaders on improving customer care with Slack
sponsored by Slack
WEBCAST: With the right collaboration tools, your customer support team can ensure that problems get resolved the first time around. Watch this webinar to hear from CX leaders on how they’ve improved customer care with the help of Slack.
Posted: 29 Dec 2020 | Premiered: Dec 29, 2020

Slack

Demand Sensing: Improving Inventory & Customer Fulfillment Levels
sponsored by NexInfo
CASE STUDY: Demand sensing is key to improving inventory and customer fulfillment levels. Just ask one manufacturer, who recently worked with NexInfo to replace E2Open with Oracle Demantra, to improve their demand planning process. Learn about the company’s experience working with NexInfo and the importance of demand sensing in this case study.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

NexInfo

3 ways AI is powering customer experience
sponsored by Mediasmith, Inc.
EBOOK: By 2022, Gartner predicts 70% of customer interactions will involve emerging technologies such as machine learning applications, chatbots and mobile messaging, up from 15% in 2018. Explore the 3 key ways AI is transforming the customer experience, and tips for getting started, in this eBook.
Posted: 23 Dec 2020 | Published: 23 Dec 2020

Mediasmith, Inc.

10 Questions to Ask Before Considering A Customer Data Platform
sponsored by Reltio
EBOOK: If you struggle with consolidating, organizing and distributing customer data, you’re not alone—many organizations do. That’s why using a customer data platform (CDP) is so helpful. Download this checklist to review 10 questions that you should consider before implementing a CDP.
Posted: 21 Dec 2020 | Published: 21 Dec 2020

Reltio

Creating quality customer relationships
sponsored by OpenText
CASE STUDY: FWD is the insurance business arm of the private investment group, Pacific Century Group. As with many insurance companies, FWD struggled with customer communication. Read this case study to see how OpenText has helped FWD strengthen customer relationships, improve efficiency and more.
Posted: 10 Dec 2020 | Published: 10 Dec 2020

OpenText

Cloud Gateway increases local visibility to achieve global results
sponsored by ServiceNow
CASE STUDY: Download this case study to see how hybrid PaaS provider, Cloud Gateway, was able to create the dynamic service management model they needed with the help of ServiceNow.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

ServiceNow

The CX Reality Check
sponsored by [24]7.ai
RESEARCH CONTENT: There’s a significant gap between the support businesses think they’re delivering and the support customers are experiencing. Download this report for an in-depth look at the customer service gap, and recommendations for improving your strategy, according to experts from Dimensional Research.
Posted: 20 Nov 2020 | Published: 20 Nov 2020

[24]7.ai

Perfecting The Art Of Conversation: How Businesses Are Managing Increased Call Volumes
sponsored by CloudCall Ltd
EBOOK: Recent research by CloudCall showed that nearly half of all customers prefer to use the phone to make an appointment or service call. Review other key findings from CloudCall’s research in their report, “Perfecting the Art of Conversation: How business are managing increased call volumes,
Posted: 11 Nov 2020 | Published: 11 Nov 2020

CloudCall Ltd

The omnichannel customer service platform to win customers-for-life
sponsored by Freshworks
WHITE PAPER: Freshworks Support 360˚ is a modern customer service platform that helps you deliver seamless, cross-channel customer service. Learn about the solution and its capabilities in this white paper
Posted: 30 Oct 2020 | Published: 30 Oct 2020

Freshworks

Gartner Peer Insights 'Voice of the Customer': CRM Lead Management
sponsored by Adobe
ANALYST REPORT: With all the CRM solutions on the market, it can be difficult to know which is best for you. Gartner aims to make that decision easier with their Peer Insights 'Voice of the Customer' report, which summarizes CRM product reviews from IT decision makers. Download a copy to see what customers ranked as the top choices.
Posted: 23 Oct 2020 | Published: 23 Oct 2020

Adobe

Empathy in Customer Service
sponsored by Genesys
EBOOK: Recently, MyCustomer and Genesys commissioned Smart Survey to gather customers’ opinions on how well they think companies are responding to the need for empathy in interactions. Download this eBook to explore their results.
Posted: 13 Oct 2020 | Published: 13 Oct 2020

Genesys

So You Think You Want a Chatbot?
sponsored by [24]7.ai
EBOOK: While the pressure to implement chatbots is intense, the fastest route to failure is to push out a request for proposals (RFP) when you haven’t fully researched the topic. Explore some of the key questions to ask about chatbots during the RFP process in this eBook.
Posted: 24 Sep 2020 | Published: 24 Sep 2020

[24]7.ai

Solve your call center’s seasonal capacity problem
sponsored by Genesys
EBOOK: Download this eBook to explore tips and strategies you can implement to solve your call centers seasonal capacity problem.
Posted: 15 Sep 2020 | Published: 15 Sep 2020

Genesys

Moments with meaning: Insights from CX Exchange BFSI 2020
sponsored by Genesys
EBOOK: The UK’s leading customer experience event for the banking, financial services and insurance sector sparked plenty of lively conversations this year. Download this guide to review some of the key ideas from the CX Exchange BFSI that can provide some inspiration as you fight to win the customer loyalty war.
Posted: 14 Sep 2020 | Published: 14 Sep 2020

Genesys

Three Ways Personas Can Improve Your ABM Performance
sponsored by TechTarget
EBOOK: Download this eBook to understand how you can engage a broader cross-section of roles to open up new opportunities, make progress by uncovering new personas, grow account penetration and optimize your investments throughout the customer lifecycle.
Posted: 11 Sep 2020 | Published: 11 Sep 2020

TechTarget

Consumer Pivot to Digital – During and After COVID-19
sponsored by Fractal
WEBCAST: Watch this video for tips on creating an omnichannel experience that can help you support customers during and after COVID-19.
Posted: 01 Sep 2020 | Premiered: Aug 20, 2020

Fractal

Drive customer loyalty with connected digital workflows
sponsored by ServiceNow
WHITE PAPER: How confident are you that your service can deliver during uncertain times to keep your business going? In this brief, see how to evaluate your customer service, so you can identify and address broken processes and gaps.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

ServiceNow

Delivering a unified customer experience
sponsored by Fractal
RESOURCE: What does it mean to deliver a unified customer experience? It means combining data, AI, and analytics to offer proactive, memorable service—something that’s easier said than done. Learn how you can get started creating a unified customer experience, and the benefits that offers in this blog post.
Posted: 19 Aug 2020 | Published: 19 Aug 2020

Fractal

The CX Balancing Act: Personalization Meets Respect for Customer Privacy.
sponsored by Verizon
RESOURCE: Access this resource to see what it takes for customer to share their data and discover the top 3 CX experiences a company should deliver in exchange for personal information.
Posted: 28 Jul 2020 | Published: 08 Apr 2020

Verizon

Intrado Guide: Creating Customer Personas
sponsored by Intrado
WHITE PAPER: While you may be familiar with customer segments, many are less familiar with customer personas. While a segment will list simple demographic information, personas are more in-depth pictures of clients: what their desires, needs, emotions and more are. Read on to learn how to cultivate and use customer personas.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Intrado

Winning the CX war: Crafting the perfect experience
sponsored by Verizon
WHITE PAPER: Access this research report to see how you can harness and analyze customer data to provide top-notch customer service.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Verizon

Consumers in the Americas: Seeking speed and trust
sponsored by Verizon
WHITE PAPER: Consumers across the Americas have prioritized speed and efficiency since the first drive-through was invented. So how do you improve the consumer experience for these customers? Check out this Verizon white paper to learn how your customer experience strategy can be improved and acted upon in the Americas.
Posted: 22 Jul 2020 | Published: 19 Jun 2019

Verizon

From SalesforceIQ to Freshsales: How CovalentCareers increased revenue by 100%
sponsored by Freshworks
CASE STUDY: Access this case study to learn 4 Freshsales features that eye care start up CovalentCareers is using to their advantage.
Posted: 30 Jun 2020 | Published: 30 Jun 2020

Freshworks
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