New research highlights the characteristics of customer experience (CX) champions. Zendesk's Andrew Lawson outlines how investing in CX can boost growth
BP has said that it wants to be carbon neutral by 2050. Key to this is also rethinking IT and digital, where it has adopted a common data model using ServiceNow.
Suppression vs surveillance - is it healthy if COVID-19 leads the public to compromise on privacy for a greater good?
Track-and-trace apps are being rolled out in the name of suppressing and managing COVID-19, but there remains the potential for any surveillance tech to be abused. Is the public ready to compromise on privacy for the greater good?
How Holland & Barrett redeployed in-store staff to maintain a healthy contact center during lockdown
As online orders rocketed, so did customer calls and emails to the health foods and vitamins retailer, prompting a radical work-from-home solution using Zendesk.
DevOps is often seen as one of those deeply techie subjects that are only of any real interest to apps developers. But the events of this year have come to highlight its central role in developing our way out of the old `normal’, which is proving itself to be no longer fit-for-purpose
Transparency isn't the silver bullet that's going to address every ethical concern around AI deployment, but it's an essential bedrock on which to build.
In the run-up to SAP Customer Experience Live, SAP announced the acquisition of Emarsys. But why this move? Here's what I learned on SAP's CX strategy from SAP's Esteban Kolsky and Adrian Nash - and my opinionated review.
At the opening of this year's virtual Slack Frontiers, the digital teamwork vendor adds new integrations to connect enterprise applications into its low-code workflow builder
A deep dive into alternatives to the multi-tenancy model used by most SaaS vendors.
Casting an eye over an intriguing example of HCM M&A...