Social can have brand impact, and make a customer experience better. So why are companies struggling with social silos? Barb talks to Gordon White in search of answers.
Salesforce is offering a Kanban approach to the call center.
Manufacturers no longer sell discrete products and services, but blend both together in the trend towards everything as-a-service - XaaS
Much has been made of the drivers' Uber experience but living well outside London, the most commonly cited city in the UK, I've found remarkably consistent driver experiences among a cohort of full time drivers.
Wanna get broadband in the UK but are stuck with ADSL? It's a lot like entering the National Lottery, only with marginally better odds.
The chatbots are here - but is that a good thing? Barb Mosher Zinck puts chatbots to the social customer service test, and shares some dos and don'ts if you are deploying one.
A good user experience is often a rare event in the world of enterprise applications. Clear Software solves the UI problem for end users in an elegant fashion.
Denis Pombriant offers an alternative perspective about FinancialForce. It is rooted in the focus on vertical markets.
How does leadership maintain a winning culture when it is in hyper growth mode? Aaron Roe Fulkerson, CEO MindTouch offers his perspective.
Employee engagement is emerging as a critical element that can help differentiate organizations that offer world class service and those that don't. Here's why.
Recent advances in CRM are closing the gap between so-so customer experiences in eCommerce and experiences that match expectations in the real world. It's a whole slew of things coming together at the right time.
Three emerging technologies - IoT, AI and drones - will reshape the future of enterprise asset management (EAM). Infor's Kevin Price explains what to expect
Speaking at ServiceNow’s annual user event in Orlando, Vodafone explains how a greater emphasis is being placed on customer experience.