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We asked all of the companies to point us to exactly where in its privacy policies it permits each app to capture what a user does on their phone. Apps like Abercrombie & Fitch, Hotels.com and Singapore Airlines also use Glassbox, a customer experience analytics firm, one of a handful of companies that allows developers to embed “session replay” technology into their apps. It’s not an industry that’s likely to go away any time soon — companies rely on this kind of session replay data to understand why things break, which can be costly in high-revenue situations. Certaines des applications que vous utilisez sur votre iPhone enregistrent la moindre de vos actions sur l’écran. La firme vend aux entreprises un outil destiné à enregistrer l'écran des utilisateurs de leurs applications, afin d'analyser leurs usages. Le site américain d’information TechCrunch, spécialisé dans l’actualité des start-ups du web, vient de révéler que les applications mobiles citées ci-dessus ont toutes un point commun : elles collaborent avec Glassbox Digital, une entreprise chargée d’analyser l’expérience client. Capture 100% of customer journeys across your website, hybrid native and native mobile apps with Glassbox. Not every app was leaking masked data; none of the apps we examined said they were recording a user’s screen — let alone sending them back to each company or directly to Glassbox’s cloud. You can assume that most apps are collecting data on you. Abercrombie & Fitch, Hotels.com et Singapore Airlines, entre autres, utilisent également Glassbox, en masquant plus ou moins bien les données sensibles. Ces applications qui font secrètement des captures de votre écran. Glassbox y déclare qu’elle n’oblige pas ses clients à préciser l’utilisation de son service dans leurs applications. However, Air Canada does not—and cannot—capture phone screens outside of the Air Canada app.”. By clicking "Accept all" you agree that Verizon Media and our partners will store and/or access information on your device through the use of cookies and similar technologies and process your personal data, to display personalised ads and content, for ad and content measurement, audience insights and product development. Un récent rapport réalisé par TechCrunch met en lumière la manière dont certaines applications pour iPhone enregistrent l’écran des utilisateurs dès lors qu’ils naviguent dans l’app c Some even monetize your data without your knowledge. Abercrombie responded, confirming that Glassbox “helps support a seamless shopping experience, enabling us to identify and address any issues customers might encounter in their digital experience.” The spokesperson pointing to Abercrombie’s privacy policy makes no mention of session replays, neither does its sister-brand Hollister’s policy. How does this relate to Glassbox: Glassbox records the entire mobile session, including all user actions. “I think users should take an active role in how they share their data, and the first step to this is having companies be forthright in sharing how they collect their users data and who they share it with,” said The App Analyst. In cases when our clients would like to hide data from the recording, it can be masked. À noter que Glassbox n’est pas la seule entreprise sur le marché à proposer un tel service. Glassbox est un outil intégré dans de nombreuses applications iOS qui s'occupe de faire des captures d'écran et de les envoyer aux éditeurs des logiciels. Glassbox and its customers are not interested in ‘spying’ on consumers,” the company said. Selon TechCrunch, des applis populaires sur iPhone enregistrent les swipes et pressions sur écran de leurs utilisateurs. That could be a problem if any one of Glassbox’s customers aren’t properly masking data, he said in an email. iPhone. “This lets Air Canada employees — and anyone else capable of accessing the screenshot database — see unencrypted credit card and password information,” he told TechCrunch. “Since this data is often sent back to Glassbox servers I wouldn’t be shocked if they have already had instances of them capturing sensitive banking information and passwords,” he said. Expedia’s policy makes no mention of recording your screen, nor does Hotels.com’s policy. In most cases you won’t even realize it. All captured with a tag-less deployment. Un premier élément de réponse se trouve dans l’article de Techcrunch. We believe in digital transparency and actionable insight. In response to the TechCrunch report, Glassbox said it is a strong supporter of user privacy and provides customers with tools to obfuscate "every … We asked The App Analyst to look at a sample of apps that Glassbox had listed on its website as customers. Leveraging unparalleled big data, behavioral analytics, and record-replay capabilities, Glassbox enables enterprises to see not only what online and mobile customers are doing but also why they are doing it.... Charts can be found on various organization profiles and on Hubs pages, based on data availability. And in Air Canada’s case, we couldn’t spot a single line in its iOS terms and conditions or privacy policy that suggests the iPhone app sends screen data back to the airline. Apps that are submitted to Apple’s App Store must have a privacy policy, but none of the apps we reviewed make it clear in their policies that they record a user’s screen. Le scandale Glassbox. Updated with comment from Air Canada and Singapore Airlines. And in Singapore Airlines’ privacy policy, there’s no mention, either. Select 'Manage settings' to manage your choices. De nombreuses applications hébergées par l’App Store, ont utilisé un service d’analyses approfondi du comportement client, fourni par Glassbox. When asked, Glassbox said it doesn’t enforce its customers to mention its usage in their privacy policy. The App Analyst said that while Hollister and Abercrombie & Fitch sent their session replays to Glassbox, others like Expedia and Hotels.com opted to capture and send session replay data back to a server on their own domain. Problème, le dispositif vient d’être accusé de violation de données par TechCrunch, un site d’information américain spécialisé dans l’actualité des startups Internet. And they don’t need to ask for permission. C’est ce que dénonce TechCrunch à travers une révélation à charge contre les applications d’Abercrombie, Hollister, Expedia ou encore Hotels.com. After this story published, Air Canada responded: “Air Canada uses customer provided information to ensure we can support their travel needs and to ensure we can resolve any issues that may affect their trips,” said a spokesperson.” This includes user information entered in, and collected on, the Air Canada mobile app. “Glassbox has a unique capability to reconstruct the mobile application view in a visual format, which is another view of analytics, Glassbox SDK … Les applications de grandes marques capturent vos actions. He said that the data was “mostly obfuscated,” but did see in some cases email addresses and postal codes. Without analyzing the data for each app, it’s impossible to know if an app is recording a user’s screens of how you’re using the app. “Glassbox has a unique capability to reconstruct the mobile application view in a visual format, which is another view of analytics, Glassbox SDK can interact with our customers native app only and technically cannot break the boundary of the app,” the spokesperson said, such as when the system keyboard covers part of the native app, “Glassbox does not have access to it,” the spokesperson said. TechCrunch a demandé à Application Analyzer d'utiliser l'outil d'interception pour examiner les données afin de voir les données en cours de numérisation. Dans une enquête, le média spécialisé TechCrunch pointe du doigt la société d'analyse israélienne, Glassbox. TechCrunch’s piece was interesting but also misleading. Or, as Glassbox said in a recent tweet: “Imagine if your website or mobile app could see exactly what your customers do in real time, and why they did it?”. Le … Worse, even though these apps are meant to mask certain fields, some inadvertently expose sensitive data. Cela fait suite à une enquête de TechCrunch qui a révélé que de gros acteurs comme Expedia ou Hotels.com utilisaient un outil d'analyse tiers. Cette dernière confirme utiliser le service, mais sans s’exprimer sur la fameuse fonction “replay”. Air Canada a déclaré à TechCrunch que Glassbox lui servait à répondre aux problèmes des utilisateurs. Apple tells app developers to disclose or remove screen recording code. I’m familiar with their needs, know their internal processes and my #1 job as the CTO of Glassbox … We didn’t even find it in the small print of their privacy policies. But for the fact that the app developers don’t publicize it just goes to show how creepy even they know it is. Using Charles Proxy, a man-in-the-middle tool used to intercept the data sent from each app, the researcher could examine what data was going out of the device. Every tap, button push and keyboard entry is recorded — effectively screenshotted — and sent back to the app developers. Si iOS a été pointé du doigt par TechCrunch, Glassbox est également exploité par nombre d'applications Android, ce qui laisse la porte ouverte à un scandale bien plus important encore. Comme le rapporte TechCrunch, Glassbox est l’un des nombreux services de session replay disponibles sur le marché. Expedia, which owns Hotels.com, did not return a request for comment. Ces services aident les entreprises à déterminer les caractéristiques des appareils de leurs utilisateurs, à collecter des informations de localisation précises et à réaliser des captures d’écran des appareils afin de pouvoir revoir des sessions complètes. Selon l’enquête d’investigation du site américain Techcrunch, la société d’analyse Glassbox communique les données confidentielles de milliers d’utilisateurs des applications iOS Abercombie & Fitch, Hollister, Expedia, Air Canada, Hotels.com et encore bien d’autres grandes entreprises. Forcément, TechCrunch a tenté d’obtenir la liste des clients du service Glassbox. TechCrunch précise par ailleurs que d'autres services tels qu'Appsee ou UXCam proposent des services similaires à ce que propose Glassbox. Glassbox doesn’t require any special permission from Apple or from the user, so there’s no way a user would know. Glassbox formerly Clarisite, empowers organizations to manage and optimize the entire digital lifecycle of their web and mobile customers. Leveraging unparalleled big data, behavioral analytics, and record-replay capabilities, Glassbox enables enterprises to see not only what online and mobile customers are doing but also why they are doing it.... Selon l'enquête du site américain, la société d'analyse des consommateurs Glassbox permet à ses clients d'enregistrer l'activité des utilisateurs sans révéler qu'ils le font. Later, Singapore Airlines emailed back, saying the data it collects is “in accordance with our privacy policy which includes the use of customer data for testing and troubleshooting issues,” and is “specified under Clause 3 of our privacy policy.” We checked again, but found nothing of the sort. Glassbox is a powerful Digital Customer Experience Platform. From there, Glassbox’s software records every action you take within the app, as well as taking screenshots along the way. Just weeks earlier, Air Canada said its app had a data breach, exposing 20,000 profiles. Many major companies, like Air Canada, Hollister and Expedia, are recording every tap and swipe you make on their iPhone apps. De nombreuses sociétés qui travaillent en partenariat avec l’entreprise Glassbox ont été pointés du doigt. I can write about security all day long as I’ve been working with Tier 1 enterprises for more than 20 years now. Glassbox has raised a total of $70.5M in funding over 4 rounds. Their latest funding was raised on Apr 7, 2020 from a Series C round. Which funding types raised the most money? Show How much funding has this organization raised over time? Show Glassbox is funded by 6 investors. Apple issued a warning to developers last week after a TechCrunch report revealed that a number of banking and travel companies had contracted with an analytics firm, Glassbox… In the case of Air Canada’s app, although the fields are masked, the masking didn’t always stick (Image: The App Analyst/supplied). Information about your account, device and internet connection, including your IP address, Browsing and search activity while using Verizon Media websites and apps. Glassbox and its customers are not interested in ‘spying’ on consumers,” the company said. Filter journeys by device, operating system, location, behavior, traffic source and more. For example, it would only take me two minutes to record my own traffic on TechCrunch’s credit card page by just using Fiddler and a “man in the middle” approach. Selon TechCrunch, certaines entreprises ont envoyé les données récoltées à Glassbox, tandis que d'autres les ont transférées sur leurs propres serveurs. L'enquête de TechCrunch ne s'est concentrée que sur les clients du programme de Glassbox. À aucun moment ces apps n’informent les utilisateurs que leurs actions et saisies sont enregistrées. TechCrunch is a leading technology media property, dedicated to obsessively profiling startups, reviewing new Internet products, and breaking tech news. C’est Glassbox", se vante la société dans un tweet. Glassbox répertorie ces applications sur son propre site Web en tant que clients. Parmi eux, des entreprises populaires en France, telles que Hotels.com, Expedia, Singapore Airlines ou la marque de vêtements Abercrombie and Fitch. By clicking "Reject all" you reject all non-essential cookies and similar technologies, but Verizon Media will continue to use essential cookies and similar technologies. The App Analyst, a mobile expert who writes about his analyses of popular apps on his eponymous blog, recently found Air Canada’s iPhone app wasn’t properly masking the session replays when they were sent, exposing passport numbers and credit card data in each replay session. These session replays let app developers record the screen and play them back to see how its users interacted with the app to figure out if something didn’t work or if there was an error. The researcher said Singapore Airlines also collected session replay data but sent it back to Glassbox’s cloud. As for Glassbox, when asked if they knew of any client apps being removed from the App Store, a spokesperson would only say “the communication with Apple is through our customers.” TechCrunch commissioned mobile expert the App Analyst to investigate specific iOS apps, and the report on Air Canada revealed astonishing user details being recorded in plain view, without them knowing. Glassbox is one of many session replay services on the market. But TechCrunch has found several popular iPhone apps, from hoteliers, travel sites, airlines, cell phone carriers, banks and financiers, that don’t ask or make it clear — if at all — that they know exactly how you’re using their apps. Find out more about how we use your information in our Privacy Policy and Cookie Policy and change your choices at any time by visiting Your Privacy Controls. Elle collabore avec de nombreuses … This is Glassbox’s main agenda and this should be your main concern too. Appsee actively markets its “user recording” technology that lets developers “see your app through your user’s eyes,” while UXCam says it lets developers “watch recordings of your users’ sessions, including all their gestures and triggered events.” Most went under the radar until Mixpanel sparked anger for mistakenly harvesting passwords after masking safeguards failed. Forcément, TechCrunch a tenté d'obtenir la liste des clients du service Glassbox. Aucune des applications citées et pointées du doigt par TechCrunch ne mentionne cette récupération de données dans ses CGU. Even worse is that, for apps like Air Canada’s and other travel sites, this includes the fields where users input sensitive information like passport numbers, credit card numbers, and other financial and personal information. TechCrunch’s piece was interesting but also misleading. A new investigation from TechCrunch today reveals that some iPhone apps are using services like Glassbox, a “customer experience analytics …
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