Companies need to earn back lost trust in order to succeed with personalisation, says Salesforce's Tiffani Bova.
Performance management is a topic that makes me wary. KPIs can dampen employee morale. But at NICE Interactions 2019, MAPFRE's Jeremy McKechnie told me a radically different story. He also weighed in on Predictive Behavioral Routing.
Barua has most recently been serving as an operating partner at Silver Lake, the private equity firm that acquired a majority stake in ServiceMax at the end of last year.
SAP UK & Ireland User Group launches a vendor partner portal. All good? It's a decent first pass but there's much more that could be done,.
I wasn't sure what to expect from NICE Interactions. What I got was a memorable show that raised provocative questions. Customers like MoneyGram made a vivid case for call center transformation - plenty to debate and analyze here.
In an exclusive interview Qualtrics CEO Ryan Smith and SAP's Adaire Fox-Martin explain the software giant's new mission as a system of action for customers
IBM may not have delighted Wall Street but you can see its trajectory as an object lesson in business model pivots and what this means for customers.
When going mobile in manufacturing, the user experience must have the shop floor operator in mind. Plex UX designer Hollie Tanner describes her approach
Rivals are circling, but Reed Hastings wants everyone to just 'Netflix and chill'.