If COVID-19 results in greater adoption of contactless payment tech, there could be CX benefits for digital commerce overall. Visa and Mastercard are ready to tap into the opportunity.
Move aside CX, it's time for PX - personal experiences. No - this isn't about personalization. This is about a big shift from transactions to relationships. But can brands pull it off?
US insurance provider Aflac is 6 years into a customer-centric digital transformation program. Rich Gilbert, Chief Information and Digital Officer, highlights progress to date.
CEO Bill McDermott - ‘ServiceNow will be the defining enterprise software company of the 21st Century’
Bill McDermott argues that ServiceNow is ready to take advantage of the ‘workflow revolution’ in the enterprise.
Salesforce Marc Benioff was in upbeat mood despite big write offs in Q1 FY2021 and a light forecast for the remainder of the year.
Pega CEO Alan Trefler says that buyers are beginning to change their priorities in response to the COVID-19 health crisis.
Workflow automation vendor Workato kept sales on track during lockdown by automating process and data flows from key applications via Slack
The post-COVID-19 period will be a time to re-think organizational approaches to customer experience with speed and agility as the keys to success.
How to achieve asset centricity - and why it matters
Asset centricity, in which an asset is tracked throughout its lifecycle, is core to efficient modern service management, writes Coen Jeukens from ServiceMax
Got chatbot fatigue? You're not alone. But all bots aren't created equal. Beyond bots are "conversational AI," connecting the dots with your back end systems. Pypestream makes the case.
Digital transformation and e-commerce can't be ignored by high end retail brands after COVID-19 as the physical shopping experience changes forever, says Farfetch CEO José Neves.
The giant retailer finally provides customers an "experience" that lets you avoid ever going into a Walmart again. Provided you're willing to pay a premium for the equivalent of in-store service.
Some memories and learnings from over two decades of watching the evolution of SaaS and cloud computing, as told to SaaShimi's Aznaur Midov
