Six trends driving customer service transformation

Customer service is changing. As we mentioned in our last blog post, channels don’t matter as much—the focus has shifted to customer service effectiveness instead of efficiency.  ThinkJar’s Esteban Kolsky recently spoke to customer service practitioners as part of his annual research project about the state of customer service. According to Esteban, practitioners identified six critical trends fueling customer service innovation.


What is good customer service and does it really matter?

You’ve read every article, watched all of the webinars, and you’re convinced: today is the day we take our customer service to the next level. But it turns out that buying into the importance of good customer service is the easy job. First you have to uncover the definition of good customer service, and then provide proof to management in sales, product, and other departments that exactly how customer service has a major impact on your company’s bottom line.


Key Cloud Security Challenges and Strategies to Overcome Them

The cloud has changed how we use and consume IT services. Where data resides along with how it is transferred, stored and processed has fundamentally changed and with-it new risk management challenges. Let’s talk about some of those challenges. First and foremost, the cat is out of the bag. We’re not going back to the data center, and any resistance to that is going to be seen as a business inhibitor and will therefore not get much airtime.


ISA Global Cybersecurity Alliance: Your Expertise is Needed

The ISA/IEC 62443 series of standards, developed by the ISA99 committee and adopted by the International Electrotechnical Commission, provides a flexible framework to address and mitigate current and future security vulnerabilities in industrial automation and control systems. These standards not only address configuration weaknesses to harden systems against vulnerabilities, but they also help address design considerations for the infrastructure used to run industrial equipment.


Breach Update: Equifax Settles Class-Action Lawsuit for $380.5 Million

A Georgia court granted final approval for a settlement involving Equifax in a class-action lawsuit following the massive 2017 data breach. This week an Atlanta federal judge ruled this week that Equifax will pay $380.5 million to settle lawsuits relating to the 2017 data breach.


What is a Security Posture and How Can You Evaluate It?

An organization's security posture (or cybersecurity posture) is the collective security status of all software, hardware, services, networks, information, vendors and service providers. Your security posture encompasses information security (InfoSec), data security, network security, penetration testing, security awareness training to prevent social engineering attacks, vendor risk management, vulnerability management, data breach prevention and other security controls.


ESB and API Management: Which One and Why?

With new systems, applications, and data sources added on a regular basis, IT environments are growing more complex than ever before. To deal with this complexity, organizations are relying on API management solutions that make their environments more tightly connected, facilitating information exchange. It’s no surprise, then, that the API management industry has never been stronger.


Dizzy with Data? Stay Focused on Business Outcomes

Being a CIO is not easy these days. The industry is buzzing about data-driven business transformation, and every executive and manager wants to make data-driven decisions. For the CIO, finding the right solution – and getting the maximum benefit from it – can be overwhelming. Most customers have a minimum expectation, but beyond that it can be difficult to envision what’s possible. It’s hard to see what else data can make possible.


Announcing support for Apache Flink with the GA of Cloudera Streaming Analytics

We cannot hold our excitement anymore! For the last few months, our Data-in-Motion engineering teams have been working hard to deliver a compelling and critical part of our Cloudera DataFlow (CDF) story. To enhance our Stream Processing and Analytics narrative within the overall Data-in-Motion platform, we give you support for Apache Flink with the general availability of Cloudera Streaming Analytics (CSA).


Looking Forward: Top 5 DevOps Trends for 2020

With every passing year, our understanding of DevOps deepens – leading to new techniques, tools and processes for bringing developers and IT operations closer together. And, as we discussed in 2019’s DevOps Trends, security continues to become more tightly integrated with development lifecycles and operations workflows.


3 Ways to Help CS and Engineering Work Better Together

As Engineering teams start spending more time and effort on incident response, they are usually focused on improving process with their specific team. We think there are additional benefits that can come from a holistic approach to improving incident response across your organization. In this post, we will explore how you can enable Engineering and Customer Success teams to work more effectively when an incident occurs.