Crystal retailer Swarovski rolled out ServiceNow's Customer Service Management prior to the pandemic, a decision that's served it well since.
API-led connectivity could be a crucial enabler of business recovery post-COVID, says MuleSoft's Ian Fairclough.
State of Delaware uses ServiceNow to process 64,000 unemployment claims in the first four weeks of COVID-19
The State of Delaware faced unprecedented pressure to process unemployment claims and administer benefits. It was able to stand up a new ServiceNow instance in a matter of weeks.
Improving the customer experience starts with a transparent, objective view of their needs and how your business measures up to meeting them. Scott Baitos of FinancialForce shares four keys to customer success.
What if the customer isn't always right? COVID learnings from two UK retail institutions - John Lewis and Boots
John Lewis and Boots share some of the learnings they've picked up from operating through a global pandemic.
Store re-openings are not a return to normal - six retail project lessons for the Vaccine Economy, from Wipro's Srini Rajamani
The consumer has changed. Retailers have responded by upping their omni-channel game. But to succeed in the next retail economy, that's not enough. Here's six retail lessons from Wipro's Srini Rajamani, distilled from project engagements.
Happy customers and happy employees is a combination that companies strive for. Jane Pettman of ServiceNow explains how that nirvana experience or experience economy can be achieved.
No going back to the 'Old Normal' after COVID? How the 'New Normal' experience shapes up is going to be complicated, according to Qualtrics
The new Roaring Twenties of the Vaccine Economy won't just see everything fall back into pre-COVID place, but nor will everything change. Managing shifting experiences will become a Holy Grail across industries if new research from the Qualtrics XM Institute is to be believed.
Speaking ahead of PegaWorld iNspire this week, Pega CEO Alan Trefler outlines the company’s platform ambitions as it reaches $1 billion in annual revenue.
Fresh thinking - how Freshworks plans to tell its ‘CRM++’ story to everyone, not just those with $300 million to spend
Freshworks CEO Girish Mathrubootham wants to help companies who don't have a $300 million budget to engage digitally with their customers. Here's the plan...
After a year when videoconferencing via Zoom, Teams and the rest has surged, here's my ideal spec for the best Windows laptop for streaming video meetings and calls. Surprisingly, no one offers it.
It's time to talk about the future of customer service in the Vaccine Economy and pick out the positives, says Zendesk CEO Mikkel Svane
COVID has left its mark on the way companies look at customer service, says Svane. It's time to think about what comes next.
ON24 says the future of events isn't on the ground - it's digital-first. Here's its innovation strategy for virtual and hybrid events
What is the future of on-the-ground events? That's a matter of debate, but ON24 is betting on digital-first and hybrid events. If so, we'll need an upgrade in the online event experience. Here's what ON24 is rolling out.