A principle way that knowledge is advanced comes through the application of the scientific method. sometimes though, even revered sources get it wrong.
The nature of customer service is changing as customers become more adroit in their use of digital technologies. How is the call center responding and what does this mean for sales? The answer will surprise some.
As machines take on more functions, how can we best meld what the machines are telling us with the need for human intuition in activities like sales?
There are many competing opinions about the potential impact of tinkering with the H1B visa program. Here is one point of view that draws heavily upon history for its context.
Beware the shiny new digital toy, warns Denis Pombriant. Beyond the "gospel of gizmodo" lies a better approach to digital transformation - one that's grounded in lasting change. And yes, a new human-machine interface.
McKinsey thinks there is a gap between the way B2C and B2B customers have taken up digital technology. Is the gap meaningful?
Once again the technology jungle drums are beaten to the siren sound of Oracle acquiring Salesforce. The arguments for this are weak. Here's why.
AI's dirty little secret is that when algorithms fail, humans still have to sort out the mess. Denis Pombriant gives us some robot food for thought.
Forget disruption - Salesforce Ignite delivers projects that get enterprises started on transformation. It's all about diffusion, explains Denis Pombriant
2016 saw many types of security problem. Is now the right time for security in the cloud as a service? Perhaps.
As businesses consider how their preferred business model can respond to changes in customer perception, we look at how alternative approaches drive value. The subscription model comes under the microscope.
It's time to consider whether automated conversational CRM has the ability to accelerate the deal process. Yes - it involves elements of machine learning and chatbots.
Collecting qualitative customer data seems an obvious thing to do yet too many businesses miss doing so. It would help make sense of service experience.