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As a seasoned CIO/CISO and tech industry analyst with 35 years of experience, I’ve seen my fair share of cybersecurity incidents. However, the recent CrowdStrike outage stands out due to its extensive impact across multiple sectors. Here’s a deep dive into what happened, the repercussions, and the lessons we can all learn from this incident.…

Customers these days expect to do business with companies through their preferred channels and on their terms. Omnichannel contact centers are the answer to meeting these ever-evolving customer expectations. As the customer service market is growing at 13% a year, call centers are stepping up to offer support across multiple channels, including voice, email, live…