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  As we contemplate what’s next in CRM from such innovations as the rapid assimilation of artificial intelligence, it’s good to consider where we’ve been and human nature. These two concerns overlap, and not necessarily in a good way. A few years ago, there was concern about how some vendors could abuse CRM, and although we overcame at least some of those concerns, it is always wise to keep a weather eye on the horizon. Then, and even now, some vendors would use CRM, especially in service desk applications, to rebuff or turn away customers seeking redress of product and service issues. That was easy enough to do. The basic tactic is to channel a call into a doom loop where customers can select options but not make progress. I am sure you’ve been there. Even when you are sure you are being taken to a real person, you detour to some unhelpful sideshow. It used to be worse. Sometimes the “CRM” system would simply disconnect you. This vicious cycle spawned a movement with the unexcitin...

  IMAGE SOURCE, The UK's elections watchdog revealed on Tuesday it had been the victim of a "complex cyber-attack" potentially affecting millions of voters. It also emerged personal details of police officers in Northern Ireland were published accidentally. But what can you do if you are concerned your data may have been leaked, and how can you prevent issues? How safe is my data? Generally, when public organisations such as the Police Service of Northern Ireland (PSNI) respond to Freedom of Information requests they should remove any identifying data. But in this case the force published confidential details by accident, leaving some officers and their families with  concerns about their safety . However, an average person affected by a data leak or hack should not panic. Regarding the cyber-attack affecting UK voters, the Electoral Commission has apologised to those affected but says on its website the data it holds is "limited, and much of it is already in the pub...