We hear an awful lot about "transforming customer experience" these days, but it's rare to get a look under the architectural hood. In this diginomica exclusive, I share what I learned from Staples' CX push - and how Couchbase and microservices tie in.
Spring event standout - College Park Industries shows us how they are building the prosthetics of the future
Plex always comes through with an interesting shop floor tour, but College Park Industries was a standout. Here's an illustrated view of College Park's winning approach to prosthetic limb innovation and manufacturing.
Host Analytics knows how to keep the enterprise software market interesting in July. A new CEO appointment brings clarification on what midmarket companies need from cloud EPM - and how Host Analytics intends to serve them.
Enterprise hits and misses - Walmart gets the e-commerce blues, and the future of work gets reframed
This week - Walmart has an e-commerce reckoning, while the Internet has another crummy week of excuse-filled outages. The future of work gets a provocative reframing. Your whiffs include buzzword-proof goggles.
At Coupa Inspire, Coupa declared their seriousness on e-payments with a series of Coupa Pay announcements. But why is Coupa doubling down on Coupa Pay? Where do they see potential where others have struggled?
Enterprise hits and misses - event season takeaways revealed, as customers declare independence from vendors
This week - a friction-filled event season reveals frictionless trends. Also: are customers declaring independence from vendors, via build-over-buy? Boeing is in a pickle, and CIOs are vanishing (from boards). Your whiffs include LinkedIn's supposedly relevant feed.
The debate about digital transformation hype matters. Customers need to see through the vendor hyperbole - and determine the best response. Time to share road lessons - and more data from Brian Solis.
Coupa Inspire 2019 - World Vision Canada on the art of modernizing procurement - and their views on Coupa Pay
Coupa Inspire day two found me digging into Coupa Pay and Community Intelligence. No better way to do that than on the show floor, where Coupa customer World Vision Canada shared the art of a successful procurement project.
Coupa has big ambitions for Business Spend Management. As a functional suite? Sure. But as a driver for transformational change? For a gut check, I went to Coupa customers for their views.
Enterprise hits and misses - community management vs ROI, digital pandemonium vs privacy and planning
This week - community managers get serious about ROI, while "digital pandemonium" forces contingency planning. BI aims for revenue impact, and the diginomica team hits the tarmac for your event scuttlebutt. Your whiffs include epic takedowns, and midflight meltdowns.
Salesforce Connections 2019 - breaking through preconceived notions about shopping with Commerce Cloud's CEO
Go where your shoppers are. Not easy - unless you want to build more data silos and fail at personalization. What's the alternative? That's the focus of my sit down with Salesforce Commerce Cloud CEO Mike Micucci.
Salesforce Connections 2019 - How Blue Cross Blue Shield Michigan is changing customer relationships with personalized marketing
After the Salesforce Connections keynotes, I went looking for customer proof points and project lessons. I found some good ones via Angela Dunbar of Blue Cross Blue Shield, Michigan, who could speak to results - and the challenges in pursuit of granular marketing.