Customer experience (CX) management
Customer experience management fosters inbound marketing, sales automation, service and repeat business. Read the latest technology news, information and best practices to shape your customer experience strategy.
Top Stories
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Feature
28 Feb 2023
Customer success vs. customer support: What's the difference?
Customer support and customer success sound similar, but they're distinct business practices. Differences include approach, metrics, maturity and skills. Continue Reading
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Feature
16 Feb 2023
15 customer service email templates and tips
Email remains an important channel for companies to communicate with customers. Here are some email templates for customer service teams to use in common scenarios. Continue Reading
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31 Jan 2023
How the cost-of-living crisis is affecting IT
The worsening economic climate is leading to job cuts across the IT sector, with Microsoft the latest to announce thousands of layoffs – but CIOs will still struggle to find the talent they urgently need. Continue Reading
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E-Zine
31 Jan 2023
How the cost-of-living crisis is affecting IT
In this week’s Computer Weekly, with major tech companies announcing thousands of job cuts, we examine what the cost-of-living crisis means for IT leaders and tech professionals. We analyse what you need to consider when reversing systems out of the cloud and back on-premise. And Very Group’s CIO talks about the post-pandemic challenges facing online retailers. Read the issue now. Continue Reading
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News
31 Jan 2023
Mark Logan on his vision for a Scottish technology ecosystem
The Scottish Government’s entrepreneur advisor speaks to Computer Weekly about the philosophy behind an ambitious technology ecosystem strategy Continue Reading
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News
30 Jan 2023
Expanded AtScale, Databricks integration adds functionality
The semantic layer platform vendor's tools are now listed on Databricks' Partner Connect, and existing customers can now connect to Databricks SQL and Unity Catalog. Continue Reading
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Feature
30 Jan 2023
6 offboarding best practices for HR leaders to follow
An employee departure is a stressful time for the worker and the company. HR leaders should learn some offboarding best practices to maintain a positive relationship. Continue Reading
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Opinion
30 Jan 2023
3 key steps when creating a DevOps implementation plan
Shifting to the DevOps model can be complicated and challenging. Set your team up for success by learning which areas to prioritize at the early stages of DevOps adoption. Continue Reading
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Tip
30 Jan 2023
Azure Logic Apps: How it compares to AWS Step Functions
Developers can use Microsoft Azure Logic Apps to build, deploy and connect scalable cloud-based workflows. Learn how it measures up to other cloud platforms and AWS Step Functions. Continue Reading
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Feature
30 Jan 2023
6 common social media privacy issues
Social media usage continues to grow as people share posts, videos and photos. However, there are data privacy issues and risks with sharing on social media. Continue Reading
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Tip
30 Jan 2023
5 ways to survive the challenges of monolithic architectures
Those unable to make the jump to microservices still need a way to improve architectural reliability. Here are five ways software teams can improve a monolith's reliability. Continue Reading
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News
30 Jan 2023
ServiceNow partner program ups standards, differentiation
Program participants believe the SaaS provider's updated program offers greater clarity around expectations and a path toward greater partner differentiation. Continue Reading
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News
30 Jan 2023
Big tech layoffs may ease software engineer shortage
Recent layoffs will create an influx of software engineers on the job market in the coming months, which might benefit smaller enterprises searching for talent. Continue Reading
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Tip
30 Jan 2023
ERP vs. EPM: Which should you choose?
ERP and EPM differ in several ways. Learn how the individual systems work alone, how they complement each other and how they can increase an organization's efficiency. Continue Reading
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Tip
30 Jan 2023
How to fix Windows 11 when Secure Boot and TPM don't work
When organizations consider upgrading to Windows 11, they'll encounter several unique requirements, including TPM 2.0, UEFI and Secure Boot. Learn how to handle these requirements. Continue Reading
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Feature
30 Jan 2023
The features of multi-cloud networking architecture
Enterprises are looking for multi-cloud networking features that include programmability, security integration and end-to-end visibility in a consumption-based model. Continue Reading
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Feature
30 Jan 2023
How a digital retail firm uses enterprise search
Glean trains language models based on a customer's documents and other stored content. Its platform sits on users' technology stack to provide for smooth integration. Continue Reading
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Feature
30 Jan 2023
Industry outlook on MEF's new zero-trust, SASE standards
MEF recently released new zero-trust and SASE standards. Standardizations can help with interoperability, but are they necessary for vendors and service providers to follow? Continue Reading
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News
30 Jan 2023
Channel round-up: Who’s gone where?
Filling the finance position has been popular over the past week and there are a few moves worth noting across the industry Continue Reading
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News
30 Jan 2023
BT tests out high-altitude flying antenna
The trial with Stratospheric Platforms may lead to hydrogen-powered drones being used to provide 4G and 5G rural coverage Continue Reading
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News
30 Jan 2023
Computacenter enjoys strong finish to 2022
Channel player shares an update on the performance in its last fiscal year and talks of Q4 being a ‘record quarter’ Continue Reading
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News
30 Jan 2023
Schools don't pay, but ransomware attacks still increasing
Ransomware gangs have increasingly focused their attacks on the K-12 education sector, even though most school districts do not pay the ransom. But how long will that last? Continue Reading
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News
30 Jan 2023
Tiger’s hybrid cloud storage targets medical imaging
Tiger Bridge targets vertical sectors that find it hard to migrate to the cloud by allowing data storage in the cloud while using files locally as if stored on-premise Continue Reading
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Tip
30 Jan 2023
5 ethical hacker certifications to consider
From Offensive Security Certified Professional to GIAC Web Application Penetration Tester, learn about the certifications worth earning to begin your ethical hacker career. Continue Reading
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News
30 Jan 2023
Former Fujitsu staff under police investigation to face Post Office IT scandal inquiry
Two former Fujitsu IT professionals being investigated for potential perjury will face Post Office Horizon public inquiry in May Continue Reading
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News
30 Jan 2023
Data of 10 million JD Sports customers accessed in cyber attack
Data on 10 million people who shopped online at JD Sports over a two-year period was accessed and potentially stolen in a cyber attack Continue Reading
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News
30 Jan 2023
Noventiq eyes APAC IT services market
IT services provider Noventiq has been expanding its presence in APAC through several acquisitions in India, and is eyeing a bigger slice of the region’s IT services pie Continue Reading
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Feature
30 Jan 2023
How to make the most of a composable enterprise architecture
Enterprise software is shifting away from highly integrated stacks to cloud-native architectures that use best-of-breed and in-house components Continue Reading
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Blog Post
28 Jan 2023
What's the difference between brackets, braces and parentheses?
Stop using the terms square brackets, round brackets and squiggly brackets. Use the terms braces, brackets and parenthesis instead. That's their proper names. Continue Reading
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Tip
27 Jan 2023
How developers can avoid remote work scams
Software developers can find good remote programming jobs, but some job offers are too good to be true. Follow these tips to spot remote job scams. Continue Reading
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News
27 Jan 2023
Former Google CEO outlines dangers of generative AI
Mitigating risks from generative AI tools such as ChatGPT means involving humans in final decision-making and establishing guardrails. Continue Reading
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Tip
27 Jan 2023
EDR tools for Windows Server compared
Windows Server 2022 comes with native security technologies to protect the enterprise. But endpoint detection and response tools can be worth the price of admission. Continue Reading
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News
27 Jan 2023
HR tech companies' layoffs reveal hard facts
As the economy softens, HR tech companies are trimming payrolls. Several with $1 billion valuations have announced layoffs this month, citing concern for the future. Continue Reading
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Opinion
27 Jan 2023
Economic slowdown cannot stop IT's ESG progress
An economic slowdown may be inescapable, but IT leaders must maintain focus on ESG initiatives. Discover why IT operations should continue to strive for sustainability. Continue Reading
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Opinion
27 Jan 2023
Where IT operations management is headed in 2023
Between an economic downturn and increasing technical complexity, IT ops management faces a challenging year. An expert analyst shares his predictions for areas of focus in 2023. Continue Reading
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Feature
27 Jan 2023
10 Web3 courses to try in 2023
Gain the skills necessary to engage with the newest iteration of the web using one of the many Web3 developer courses and learning resources available online. Continue Reading
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News
27 Jan 2023
Intel revenue drops again; company to speed up next-gen chips
Dogged by stalled PC sales and tighter IT spending, Intel once again reported down revenues. CEO Pat Gelsinger highlighted progress and plans to remedy the issue. Continue Reading
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Feature
27 Jan 2023
Why IT asset management should include sustainability
CIOs must do more with less as economic concerns grow, and continue to drive environmental, social and governance efforts. Pairing IT asset management and sustainability can help. Continue Reading
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News
27 Jan 2023
Efforts to improve memory safety in software gain momentum
Unsafe memory access can cause financial woes for enterprises and personal harm to individuals, experts say, advising enterprises to switch to memory-safe languages. Continue Reading
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News
27 Jan 2023
Next Pathway offers ETL code translation as SaaS
Next Pathway's Shift Cloud will provide companies with a pay-as-needed option for performing ETL code translation for data warehouse cloud migrations. Continue Reading
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Tip
27 Jan 2023
Compare 6 major network certifications for 2023
Network certifications can span networking fundamentals to product-specific knowledge. Evaluate six certifications, and weigh factors like job roles, cost, prerequisites and skills. Continue Reading
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Tip
27 Jan 2023
How to become a Web 3.0 developer: Required skills and guide
Web 3.0 may be years away, but blockchain and web development tools have been around a while. Prepare by learning the fundamentals and getting experience on the right tools. Continue Reading
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Feature
27 Jan 2023
How do green marketing and sustainable marketing differ?
Many organizations use green and sustainable marketing to build trust with consumers. Green marketing focuses on the environment, whereas sustainable marketing is broader. Continue Reading
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Guest Post
27 Jan 2023
How to kickstart 2023 with effective automation systems
Technologies such as robotic process automation, generative AI and collaborative robots can help organizations reduce risk and improve results in a range of industries. Continue Reading
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Answer
27 Jan 2023
What are the key issues in knowledge management?
Knowledge management systems help employees find important information. However, implementation can pose challenges with user adoption and content maintenance. Continue Reading
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Feature
27 Jan 2023
10 best entry-level tech jobs in 2023
There are tech jobs for people with all backgrounds and experience levels. The technology field is changing, and there are several career paths to consider. Continue Reading
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News
27 Jan 2023
Mitel channel alerted to Unify cross-sell opportunities
Once the deal closes, the trigger can be pulled on taking advantage of a wider portfolio of technologies and services Continue Reading
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News
27 Jan 2023
Enterprise on-premise infrastructure spending experiences ‘post-pandemic’ bounce-back
Latest data from Synergy Research Group reveals uptick in enterprise on-premise IT infrastructure spending Continue Reading
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News
27 Jan 2023
UK local authorities reveal connectivity priorities, challenges
Study examining topics ranging from gigabit-capable broadband to 5G, smart places, telecoms and net-zero finds progress being made in UK local government, but challenges remain in the drive to improve digital connectivity Continue Reading
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News
27 Jan 2023
Employees over 55 want new skills
A large number of people in their 50s or older want to gain new digital skills, but aren’t getting the support they need to do so Continue Reading
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News
27 Jan 2023
Uncertainty persists, but enterprises rush to adopt network as a service
Research shows that enterprise network-as-a-service opportunities abound but comms service providers will need to overhaul investment and go-to-market strategies before adoption becomes widespread Continue Reading
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News
27 Jan 2023
EE maintains mobile network leadership in UK
Analyst finds that BT-owned mobile service sweeps board in terms of nationwide network quality through performance, reliability, speed, data, calls and texting Continue Reading
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Blog Post
27 Jan 2023
Airbyte takes the biscuit for open source data integration
Airbyte is the creator of an open source data integration platform. The company has this month announced its Free Connector Programme to provide free use of any data pipeline on Airbyte Cloud that ... Continue Reading
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News
27 Jan 2023
Lords question ‘extensive’ government online safety powers
Digital minister Paul Scully defends government Online Safety plans to give secretary of state powers to direct Ofcom Continue Reading
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News
27 Jan 2023
SAP 2022: 11% revenue growth, 2.5% staff targeted by restructure
SAP has announced full-year 2022 revenue of nearly €31bn, up 11% year on year. In 2023, it will explore a sell-off of Qualtrics stake and do a restructure, with an impact on 2.5% of staff Continue Reading
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Blog Post
27 Jan 2023
Can you afford simplicity?
Among the trends that seems to resonate with IT leaders is the need to simplify, consolidate and generally reduce the overall complexity required to run enterprise IT. It is something the major IT ... Continue Reading
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Blog Post
27 Jan 2023
Skills convergence to soften talent crisis impact
This is a guest post by Pete Wilson, general manager at Apptio Asia-Pacific. Although the nation has reopened to internationals and skilled migration slowly resumes, the talent shortage is hurting ... Continue Reading
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News
27 Jan 2023
Hive ransomware gang taken down after FBI hacks back
The FBI hacked into Hive’s servers, stole its decryption keys and then took down its servers in a major action that has successfully disrupted a prolific and dangerous ransomware operation Continue Reading
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News
27 Jan 2023
Deci claims breakthrough inference performance on Intel Sapphire Rapids
Israeli startup Deci claims GPU-like performance in running computer vision and natural language processing models on Intel’s fourth-generation Xeon processors Continue Reading
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News
26 Jan 2023
Biden calls for bipartisan legislation reining in big tech
President Joe Biden wants Section 230 and antitrust reform, as well as federal privacy regulation and transparency into AI algorithms. Continue Reading
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Opinion
26 Jan 2023
Despite layoffs, H-1B work visa demand will stay high
The U.S. government's 85,000 H-1B work visa cap will be exceeded this year, despite the increasing number of tech industry layoffs. That's what history tells us. Continue Reading
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News
26 Jan 2023
Lens Kubernetes developer portal expands with Shipa buy
The early stage startup, co-founded by Juniper and CloudBees vets, adds a "stupid easy" option for application auto-discovery and ongoing management, according to Mirantis. Continue Reading
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News
26 Jan 2023
Layoffs hit 2.5% of SAP workforce; Qualtrics up for sale
SAP is reducing its workforce in a 'targeted restructuring' and selling Qualtrics. The layoffs mimic other vendors, and the sale could benefit both companies, analysts said. Continue Reading
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Tip
26 Jan 2023
Top 8 Web 3.0 trends and predictions for 2023 and beyond
It's still early days for the next major iteration of the world wide web, but that's all likely to change soon. Here's how experts say Web 3.0 will evolve in the coming year. Continue Reading
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News
26 Jan 2023
Data streaming platforms fuel for agile decision-making
Real-time analysis is critical as organizations try to compete amid economic uncertainty. Continuous intelligence data streaming technology is one way to do it. Continue Reading
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News
26 Jan 2023
FBI hacked into Hive ransomware gang, disrupted operations
The FBI infiltrated Hive's network in July 2022 and obtained decryption keys, which it distributed to victims to prevent $130 million in ransom payments, according to the DOJ. Continue Reading
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Feature
26 Jan 2023
Crypto winter explained: Everything you need to know
The current decline of the cryptocurrency market can be defined as a 'crypto winter.' While it's unknown how long one can last, there are steps investors can take to weather it. Continue Reading
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Tip
26 Jan 2023
10 challenges in project portfolio management adoption
A portfolio management approach to project management can really pay off, but it's not easy to implement. Learn about the main challenges. Continue Reading
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Opinion
26 Jan 2023
3 data protection and governance predictions for 2023
How should backup teams prepare for a new year? Data protection pros can adjust to a changing IT landscape by keeping an eye on ransomware, data governance and compliance. Continue Reading
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Tip
26 Jan 2023
5 IoT metrics to track
Tracking IoT metrics and KPIs is important to the health of your deployment, but which ones should you track? Latency and active users are two common denominators. Continue Reading
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News
26 Jan 2023
CEF selects HPE Greenlake to build out digitisation strategy
The electrical wholesaler plans to migrate to Equinix datacentres and use Greenlake to run IT services in the cloud Continue Reading
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News
26 Jan 2023
Oracle adds logistics features to supply chain platform
New functionality in Oracle Supply Chain Management helps companies more accurately track shipments and understand the provenance of product components. Continue Reading
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Feature
26 Jan 2023
Ransomware trends, statistics and facts in 2023
Supply chain attacks, double extortion and RaaS were just a few of the ransomware trends that plagued 2022 and will continue to disrupt businesses in 2023. Continue Reading
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Guest Post
26 Jan 2023
Understand SSD overheating and what to do about it
It's easy for an SSD to overheat, but there are several methods to cool it down. Keep cool, and avoid damage to the SSD's data retention and integrity. Continue Reading
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News
26 Jan 2023
Royal Mail resumes some international parcel services from UK
Royal Mail has successfully stood up its International Tracked and Signed, and International Signed, services as it continues to recover from a ransomware attack Continue Reading
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News
26 Jan 2023
MDR resonating as an option with both channel and customers
One area tipped for growth by analysts and vendors is managed detection and response – the challenge for partners is to keep on top of training and vendor relationships Continue Reading
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News
26 Jan 2023
Final months of 2022 saw highest ever number of bank account switches
More people than ever before switched their current account provider using the government’s switching service Continue Reading
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News
26 Jan 2023
Stretched retail IT teams demand more from their networks
Research shows retail technology requirements are becoming denser and more complex, from immersive and live-streaming services to new forms of delivery and smart inventory Continue Reading
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News
26 Jan 2023
Zero-trust implementations remain work in progress
Just one in 10 large enterprises are expected to have mature and measurable zero-trust programmes in place by 2026, study finds Continue Reading
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Report
26 Jan 2023
34 cybersecurity statistics to lose sleep over in 2023
Here are 34 eye-opening cybersecurity stats from dozens of security experts -- on crime, jobs and trends -- to chew on while developing your 2023 security plan. Continue Reading
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News
25 Jan 2023
NCSC exposes Iranian, Russian spear-phishing campaign targeting UK
Spear-phishing campaigns likely linked to Iranian and Russian espionage activity are targeting persons of interest in the UK, warns the NCSC Continue Reading
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News
25 Jan 2023
OpenSSF GM talks funding, legal software supply chain issues
The OpenSSF leader lays out plans fund open source software supply chain security in a slowing economy and to speak out against the EU's Cyber Resilience Act. Continue Reading
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News
25 Jan 2023
Spatial analysis a portal to deeper insights from data
When combined with other types of data, location information can add important context that leads to the well-informed insights that result in decisions and actions. Continue Reading
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Opinion
25 Jan 2023
ESG predicts 2023 shifts for DataOps, data management
Organizations are using cloud technologies and DataOps to access real-time data insights and decision-making in 2023, according to Enterprise Strategy Group research. Continue Reading
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Feature
25 Jan 2023
Data lake vs. data warehouse: Key differences explained
Data lakes and data warehouses are both commonly used in enterprises. Here are the main differences between them to help you decide which is best for your data needs. Continue Reading
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News
25 Jan 2023
ChatGPT could boost phishing scams
The conversational AI tool could make it hard to detect attackers due to how conversant and grammatically correct it is. A way to combat that is to create a detector. Continue Reading
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News
25 Jan 2023
Devs discuss when to use TypeScript vs. JavaScript
TypeScript catches errors at compile time, which benefits developers and users. But the language isn't suitable for every project due to its additional overhead. Continue Reading
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Feature
25 Jan 2023
Technology diffusion strategies for CIOs and the VC mindset
Whether a technology investment pays off depends in large part on how fast and widely it's adopted. CIOs can take a page from the VC playbook to improve the odds of success. Continue Reading
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News
25 Jan 2023
Microsoft bets on AI to drive next wave of cloud, revenues
While Microsoft revenues grew slightly in its second fiscal quarter, the company's cloud revenues continue to stall as users become more conservative with their IT spending. Continue Reading
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Tip
25 Jan 2023
Reduce Kubernetes spend with these 10 Kubecost alternatives
IT teams have several options other than Kubecost to monitor Kubernetes spending, from dedicated Kubernetes-specific tools to full-fledged cloud management platforms. Continue Reading
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News
25 Jan 2023
Contractor error led to Baltimore schools ransomware attack
A security contractor for Baltimore County Public Schools mistakenly opened a suspicious phishing email attachment in an unsecure environment, leading to the ransomware attack. Continue Reading
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Tip
25 Jan 2023
Make the shift-left testing approach work for your team
Developers test to find defects and correct flaws before an application reaches release. But the ever-quickening pace of development puts pressure on testing. Continue Reading
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Tip
25 Jan 2023
Use ISO 50001:2018 as a guide for green data centers
Data centers use a lot of energy, and it can be difficult to navigate how to reduce energy use. ISO 50001:2018 provides guidance to create energy-saving plans and use targets. Continue Reading
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Tip
25 Jan 2023
10 digital transformation goals to consider
Setting goals before embarking on a digital transformation will help an organization allocate resources and measure progress. Learn some common digital transformation goals. Continue Reading
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Feature
25 Jan 2023
Storage vendors look to make case for sustainability
Energy costs are rising, and sustainability is all the rage. But storage vendors may struggle convincing customers to combat climate change during an economic downturn. Continue Reading
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News
25 Jan 2023
Will mass big tech lay-offs affect employment prospects of IT contractors in 2023?
With some of the biggest tech firms in the world announcing mass redundancies, will the flood of new entrants to the jobs market affect the prospects of IT contractors already looking for work amid the cost-of-living crisis? Continue Reading
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News
25 Jan 2023
Leeds Building Society uses AIops in Dynatrace to improve observability
Automation and AI is improving how the service delivery team assesses the business impact of an IT service degradation Continue Reading
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News
25 Jan 2023
Mitel's move for Unify will bolster UC pitch for its channel
With both Mitel and Unify using the channel, the consequences of a tie-up should benefit a wide number of partners Continue Reading
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Feature
25 Jan 2023
3 tips CIOs can use for more sustainable device management
Sustainable device management is an important area CIOs should focus on to support organizational ESG goals. Learn how it can also help lower e-waste and save money. Continue Reading
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News
25 Jan 2023
UK Treasury recruiting digital currency leader
The UK government’s investigation into the merits of a central bank digital currency gathers pace at it looks for a team leader Continue Reading
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Tip
25 Jan 2023
How cyber deception technology strengthens enterprise security
They say the best defense is a good offense. Cyber deception puts that philosophy into practice in the enterprise, using a combination of technology and social engineering. Continue Reading
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Feature
25 Jan 2023
10 best cybersecurity podcasts to check out
Cybersecurity podcasts are an excellent way to raise cybersecurity awareness. Discover the top 10 cybersecurity podcasts and learn how to select the best ones for your playlist. Continue Reading