The 2020 Customer Communications Review

Let’s just say picking up the phone isn’t the only option anymore. Now, we can email, live-chat, even text businesses to get answers to our questions. But those forms of communications go the other way too— businesses can now text their customers (and prospects), email them with offers and promotions, and, of course, call them.

But is this actually good for business? Or is it just annoying and alienating customers (and potential customers)?

In this report, we’ll look at consumers’ preferences when it comes to communicating with businesses and dig into how businesses can reach out in a way that’s actually productive and effective.

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Unrecognizable collaboration

Every year, video penetrates our personal lives a bit more. We broadcast personal events on Instagram Live, chat with our friends on FaceTime, and leave video messages on WhatsApp. As we’ve become more comfortable with video chat, it has steadily spread into the professional sphere.

In the last few years, we’ve seen an explosion of new workplace applications. Innovators are building virtual rec rooms, simulating spontaneous office conversations, and facilitating spontaneous conversations between remote colleagues.

In this insight report, we’ve profiled 5 of the most exciting applications, investigating precisely how organizations are implementing video and how it’s affected their teams.

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How the Combination of Message, Video, and Phone Will Reshape the Future of Work

Before COVID-19, organizations dabbled in remote and flexible work arrangements for many years without any particular urgency. In the wake of COVID-19, however, the slow-and-steady approach turned upside down. Businesses suddenly had to accelerate their remote work plans and get employees completely equipped to work from home.

As business leaders plan to support more remote work in the immediate and distant future, equipping remote workers with the right technologies is mission-critical. It’s time to move into the next phase of remote work and explore permanent collaboration solutions - with WFH 2.0.

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Accelerating Productivity Improvements with System-Level Manufacturing Data

Today’s digital manufacturing ecosystem is undergoing another landmark transformation. While factory floors are more connected than ever, there’s a challenge to real-time insights and next-gen CI: data. Most companies are collecting mass amounts of data but lack system-wide visibility. This means lack of usable insights. With Sight Machine on Microsoft Azure, you get essential line of sight, and system-side view, into the inner workings of your factory and its data output. Unlock and scale the next generation of CI today.

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8 Best Practices in Evolving Mass Communications

Sun Life is a leading international financial services organization providing insurance, wealth and asset management solutions to individual and corporate clients. They needed to overhaul their Global Crisis management program after a severe weather event which spearheaded a company-wide program change. Samantha Lara, Crisis Management Associate at Sun Life presents some best practices in evolving business continuity communications covering a unique implementation roadmap, communications, call trees, assembly testing and more using the xMatters digital service availability platform. You will walk away with working knowledge of an Enterprise-level program that can be implemented in your organization using xMatters.

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Is your software a “Classic”? It could be costing you more time & money than you think!

Let’s say everything in your business relied on an unorganized paper filing system. Cabinets after cabinets of folders lined the walls and stretched up the ceiling, so much so that it not only became difficult for anyone to find anything, but they were forced to work around the mess. It sounds cumbersome and inefficient, right? Like the sort of thing that would be a huge detriment to your business’s growth.

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Building Custom Business Software vs. Buying Pre-Made Solutions

We’ll discuss what factors you should be considering when comparing custom software and premade solutions. You should have already completed a gap analysis of your business processes in Part 3: Analysing Software Features and Creating a Comparison Chart. Now we should be able to decide whether there is a pre-made solution that fits your specific needs, or if custom software provides the flexibility and unique features your business requires.

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White Paper: Frictionless Security – Protect your Entire IT Ecosystem from End User to Admins

In the modern workforce, we can work from home – or from any location that has internet access – more easily than ever. We often interact and comment on social media as individuals as part of our professional lives. Where we log in from, how we access resources and the devices we use are interchangeable and blur the line between these two formerly distinct parts of life.

As an individual, it’s professionally liberating but for IT managers and CISOs, this extended environment includes far too many access points that bad actors can use to get to the precious corporate resources. This situation mandates a comprehensive change in our approach security. The balance that IT managers and CISOs work to achieve is to give their users safe access without heavy-handed security measures impeding productivity. They must consider many factors and weigh options as to how they can safely support the business in reaching its objectives. The aim is to secure the enterprise without users noticing. In a word, to make security frictionless to the user.

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The top five ways to relieve the pain of managing hybrid AD environments

Active Directory is everywhere and Azure Active Directory (AAD), its cloud-based cousin, is quickly gaining ground. Currently, nearly ninety percent of organizations worldwide are using Active Directory (AD) for on-premises resources (aka on-prem). That represents 500 million organizations and somewhere around 10 billion daily authentications. In fact, in the world of identity and access management (IAM), AD has become unavoidable and absolutely necessary for on-prem user authentication and authorization. You have to go through AD. It’s just how it’s done. Now, mix in the cloud – and Azure AD– and your management complexity just skyrocketed – and you could be in for a world of pain, if your on-prem or cloud identity environments are not managed and synched properly.

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The 12 Essential Tasks of Active Directory

Active Directory Domain Services (AD DS) administration and management includes 12 major tasks. These tasks cover a wide breadth of business needs and are not all performed solely by AD DS administrators. In fact, administrators can and should delegate several tasks to other members of their technical community, technicians, help desk personnel, even users such as team managers and administrative assistants. While delegation is a way to reduce the amount of work administrators have to do when managing AD DS infrastructures, it really only addresses one or two of the 12 tasks, for example, user and group administration as well as end point device administration. The other ten tasks can be staggering in nature — security, networked service administration, OU-Specific Management, Group Policy Object management and many more — and because of this can take up inordinate amounts of time. You can rely on Microsoft’s built-in tools to reduce some of this workload, but are the native tools enough? Perhaps it’s time to reduce AD DS administration overhead by automating most tasks and tightening internal security. Address this by first, determining what the twelve essential labors of Active Directory are and then, see how you can reduce AD DS workloads through the implementation of proper management and administration tools.

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Security Starts Here – Active Directory Account Lifecycle Management

How many of us, in our quest to be secure, feel like Emmet in 2014’s The Lego Movie? We see these incredible identity governance and administration (IGA) and privileged access management (PAM) projects that our ‘master builder’ peers seem to be succeeding with and we feel entirely inadequate. They execute powerful programs that appear to deliver full, enterprise-wide identity administration and associated governance. They seem to achieve privileged access management with full coverage and rich functionality. And, they claim to succeed in a world that is entirely unrelated to the real world we live in.

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Maintaining Business Momentum in the Face of Forced Change

The challenges with managing accounts in Active Directory (AD) and Azure AD are many and varied. With the frantic pace of today’s business world, organizations struggle to keep up with requests to create, change and remove access to their on-premises AD. This scenario becomes even more complicated when you mix in a hybrid AD environment.

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10 steps to cleaning up Active Directory

AD security is crucial to controlling risk and ensuring compliance Active Directory (AD) is the foundation of identity and access management (IAM) at most organizations and, as such, is probably the most crucial technology on the network. More and more systems and applications depend on AD and Azure Active Directory (AAD) for authentication, policy, entitlements, and configuration management. If AD is insecure, everything is insecure.

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