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. 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. Every tap, button push and keyboard entry is recorded — effectively screenshotted — and sent back to the app developers.
Ilia Kolochenko, CEO at High-Tech Bridge:
“In many countries, such deceptive practices are unlawful and may trigger harsh legal ramifications, from individual lawsuits and class actions to regulatory financial penalties. However, in many cases the app users are not completely blameless – many don’t even bother reading apps’ terms of usage and blindly grant any permissions requested by the app.”