November 28th, 2016
Social engineering is the use of psychological tools such as deceit, misdirection, manipulation and flattery to elicit unauthorised information or access to systems. Social engineering is an increasingly common way for criminals to attack organisations as it does not always rely on cyber vulnerabilities but rather takes advantage of the weakest element in an organisation, human beings. People are susceptible to social engineering because these attacks exploit social norms and human nature, including reciprocity, curiosity, and pride. As we become increasingly connected – at work, at home and intertwining the two – the opportunities and impacts of social engineering are increasing.
- January 22nd, 2017
Recently I was in a meeting discussing a customer that had been particularly slow to adopt our solution and someone said to me “Isn’t that your job?” and for a moment I felt personally culpable for the failure of a speedy time-to-value for customer X.
- December 1st, 2016
Lola Oyelayo was formerly Director of Strategy & User Experience at Head, and a few weeks ago I was lucky enough to see her excellent talk on Wicked Problems at NUX5. I was even luckier to have the opportunity to chat to her the evening before about how designers can tackle complex problems in digital projects.
- November 14th, 2016
You may have come across the term Customer Success, and perhaps you thought it was a new concept, or a rehashing of an old concept, or just the latest business fad? In the following the post, I will debunk two of the most common misconceptions about what Customer Success is and then give you my opinion of what Customer Success should, and could be.