Keith Kirkpatrick
Always seeking insights
Keith Kirkpatrick is the principal of 4K Research & Consulting, LLC, a provider of qualitative and quantitative research and consulting services to US businesses.
dashnetwork.com
ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions
ASAPP, Inc. today launched AutoSummary, its new AI Service API that is designed to provide contact centers with automatic conversation summaries and analytics-ready data. Although the machine learning (ML) technology used to generate the summaries is not new, it is the first time ASAPP has offered the service via an application programming interface (API) that can be integrated within any existing technology stack and contact center/customer relationship management (CRM) application or platform.
Communications of the ACM
Still Waiting for Self-Driving Cars
Over the past decade, technology and automotive pundits have predicted the "imminent" arrival of fully autonomous vehicles that can drive on public roads without any active monitoring or input from a human driver. Elon Musk has predicted his company Tesla would deliver fully autonomous vehicles by the end of 2021, but he made similar predictions in 2020, 2019, and 2017. Each prediction has fallen flat, largely due to real-world safety concerns, particularly related to how self-driving cars pe...
Communications of the ACM
Email as Therapy
A person's mental health impacts their emotional, psychological, and social well-being, and directly affects how they think, feel, and act. The state of one's mental health also shapes how they handle stress in everyday situations, during times of personal crisis, or when external factors come into play, such as the emotional stresses of pandemics, wars, or economic turbulence. Many people have realized the value of turning to professional therapists or counselors to help them navigate throug...
dashnetwork.com
Lucid Motors: Using Immersive Tech to Create Excellent CX
150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience, and Customer Insights & Feedback: Market Analysis and Forecasts
Market Drivers and Barriers, Market Sizing and For...
dashnetwork.com
Contact Center Technologies
150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience, and Customer Insights & Feedback: Market Analysis and Forecasts
Market Drivers and Barriers, Market Sizing and For...
dashnetwork.com
Leveraging Cutting-Edge Digital Communications Channels for CX
In this roundup, a batch of new research reports examines a diverse set of issues. For SugarCRM, an unusual customer turnover rate at US businesses could be a harbinger of trouble. Meanwhile, the worsening day-to-day work experience of US…
Enterpret, a new company in the customer insights and feedback segment has launched, buoyed by a $4.3 million seed round led by Kleiner Perkins, with participation from Sequoia Capital India, Unusual Ventures, and angel investors. With offices in…
Most orga...
dashnetwork.com
Using Co-Browsing to Improve Customer Experiences
150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience, and Customer Insights & Feedback: Market Analysis and Forecasts
Market Drivers and Barriers, Market Sizing and For...
Communications of the ACM
Validating NFTs
The market for non-fungible tokens (NFTs) exploded last year, reaching a trading value of more than US$23 billion, up from just $100 million the year before, according to tracking firm DappRadar.
NFTs, unique digital tokens that cannot be replaced by or exchanged for another token of the same value, are governed by smart contracts and are verified and powered by blockchain, the distributed ledger technology in which a network of computers records transactions and provides buyers with proof of...
Communications of the ACM
Monetizing Your Personal Data
During the initial wave of commercialization of the Internet in the mid-to-late 1990s, companies began collecting personal information from visitors to their Websites. The value proposition laid out by Internet companies seemed simple: allow companies to track and capture user behavioral and demographic data, in exchange for free access to content, as well as a more personalized and tailored experience that was based on an individual's browsing and shopping habits.
However, few users or marke...
Story Ideas
Head-Up Display Shipments Will Total 182 Million Units by 2025, According to Tractica
ractica’s report, “Head-Up Displays,” examines the market trends and technology issues surrounding HUDs and provides market sizing and forecasts for the period from 2015 through 2025. Market drivers and barriers, technology issues, and key applications are analyzed in depth, and the report also includes detailed profiles of 17 key industry players. Market forecasts, segmented by world region, HUD type, and application market, include unit shipments, average selling prices, and revenue. An Executive Summary of the report is available for free download on the firm’s website.
web.engr.oregonstate.edu
Algorithmic Bias - COMMUNICATIONS OF THE ACM | OCTOBER 2016 | VOL. 59 | NO. 10
Algorithms also are used to serve up job listings or credit offers that can be viewed as inadvertently biased, as they sometimes utilize end- user characteristics like household income and postal codes that can be proxies for race, given the correlation between ethnicity, household income, and geographic settling patterns.
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Internet World Magazine
Speeding Up Mobile Text Entry
Article discussing Eatoni Ergonomic's mobile text-entry systems for cell phones, positioned as a competitor to the popular Tegic T9 system.
Internet World Magazine
Palm vs. RIM
Article comparing Palm's VIIx against RIM's Blackberry devices. From February 2001.
Communications of the ACM
Is MFA Needed to Improve Security?
Many corporate and consumer-based systems and applications deploy short message service (SMS)-based two-factor authentication technology to help protect users from being hacked. This method of two-factor authentication is fairly simple; a user will log onto an app or system using their username and password, and then a unique security code is generated by an algorithm within the app, which is then sent to the user's phone via a text message. If that code is correctly entered into the system w...