CX

Are Digital Natives Losing Their Data Chops? – Part 2

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In Are Digital Natives Losing Their Data Chops?, we saw six examples of digital natives showing signs of losing their data chops. The litany of such new age tech companies seems to be never-ending. In this post, I will cover eight more examples. #7. BREADCRUMBS The SDR from this San Francisco-based lead scoring startup fixed up … Read more

Why Doesn’t UPI / A2A RTP Provide Scam / Fraud Protection?

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There’s a lot of buzz around cybercrime. Not a week goes by when we don’t hear of someone or the other losing money to scammers and fraudsters via UPI and other A2A RTPs. Let’s consider the following ubiquituous cybercrime described in Why Is It So Hard To Catch Cybercriminals?. Joe uses UPI to buy something … Read more

Convenience Needs A Measure. Exhibit A: Text Blaze

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I received the following notification from a product I’d recently signed up for: You saved 3 minutes this week by using Text Blaze. Underwhelming, right? I thought so, too. Text Blaze is a nifty Chrome Extension that works like a keyboard shortcut but for autofilling your online content. I was immediately attracted to this San … Read more

Variants Are Making Phishing Attacks More Lethal Than Ever

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Phishing attacks typically stoke greed or fear, just as many genuine business pursuits do. Not surprisingly, they enjoy a fairly high success rate. At 3%, it comes close to the conversion rate of leading ecommerce websites like Amazon and Flipkart. Surprised to learn that phishing emails have a success rate of ~3%. That's as high … Read more

All Deceptions Are Not Equal – Bait-And-Switch Versus Phishing

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Bait and Switch and Phishing are both deceptive. But, beyond that basic characteristic, they’re not the same. In Bait and Switch, the deception is in the offer. In Phishing, the deception is in the offeror. Let’s get on with it. Bait and Switch Bait and Switch is a type of Dark Pattern in which “you … Read more

Colgate Total PayTM Cashback – Most Rewarding CEM Ever?

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Colgate-Palmolive is currently running a Customer Engagement Management program for its premium toothpaste brand TOTAL. Like all CEM programs, this one also mandates product purchase. The price of the product is INR 102 (US$ 1.25) and the reward for purchase is a cashback of INR 50 (US$ 0.67) credited directly to the consumer’s PayTM eWallet. … Read more

How Merchants Will Fight Subscription Dodgers

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Many product and service providers entrap consumers in subscriptions that they no longer need or want. The Rogue’s Gallery of shady merchants includes some of the largest and most valuable companies on the planet, as we saw in What Is Subscription Trap?. Uber fines Rider even when Driver cancels. Few Riders jump thru' the hoops … Read more

AI In UX

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I’ve written before on Artificial Intelligence in User Interface of websites and apps. This post is about a related topic: Artificial Intelligence in User Experience. For the unintiated, User Interface, User Experience and Customer Experience are not the same. UI: Nice-looking form.UX: Do we need the form?CX: Enhance customer journey in and out of the … Read more

Six Hacks To Escape Subscription Trap

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In What Is Subscription Trap?, we saw several Dark Patterns used by brands and service providers (“Merchants”) to make it difficult for us to cancel subscriptions like Social network e.g. LinkedIn Premium Digital media e.g. Wall Street Journal Streaming video service / OTT e.g. Netflix Hosting service e.g. Hostgator SAAS software e.g. Salesforce In this … Read more