Personally identifiable information (PII) is needed when a caller personally needs to give credit card or Social Security number. In these scenarios IVR technology can’t be used. So, a new technology is emerging that uses dual tone multi-frequency signaling (DTMF) to capture PII securely while remaining on the same call , eliminating the risk of exposing data to the agent, the organization or the call recording system and improves call center efficiency and security, and in turn reduce costs and improves customer trust, satisfaction and loyalty. Read more at: http://telecomreseller.com/2015/02/09/new-dtmf-capture-technology-will-revolutionize-call-center-security/

2015 will see stronger narratives driven by approaches like cross-device sequential storytelling and interactivity where user will play a more active role in influencing content. Delivering relevant content is becoming less dependent on Personally Identifiable Information.  In 2015 the value exchange will be less about who the user is and more about where they are and what they’re doing. This year will also witness a shift in interactions with personal technologies. Retailers are already implementing changes necessary to provide additional context and technologies like Augmented Reality are helping. Read more at: http://digitalmarketingmagazine.co.uk/digital-marketing-features/evolution-in-2015/1374