CRM and customer experience

Enterprise hits and misses - vanity metrics get exposed, DeFi deflates, and the connected consumer puts brands on notice This article is sponsored by:

This week - brands grapple with the connected consumer and their brand (dis)loyalty. Vanity metrics get called out - we need better project KPIs. DeFi has a rough week, and the diginomica team fans out as on-the-ground events kick in.

Zendesk Relate - EMEA CTO Matthias Goehler on the evolution of CX and EX in the Vaccine Economy This article is sponsored by:

As Zendesk Relate kicks off, some new product offerings to meet some evolving business challenges.

CRM is about more than management - it’s conversations This article is sponsored by:

Another term has hit the CX landscape. But conversational CRM is far more than a buzzword. Mike Gozzo of Zendesk shows why it’s a series of concrete innovations that change how we think about sales and service, and how we measure success.

People carryng speech bubble icons sitting in a row, CRM conversation concept © Rawpixel.com - Shutterstock

Trust and honesty - what the Connected Customer wants from brands in the Vaccine Economy This article is sponsored by:

COVID has had an impact on what's expected in terms of good customer experience, according to a new Salesforce study.

Marketers, engage your stakeholders - Techademy's CMO on their move to Zoho Marketing Plus This article is sponsored by:

With the launch of Zoho Marketing Plus, Zoho makes the case for a unified marketing platform. Techademy's CMO shared their push towards better marketing engagement - and what's next.

Marketers miss the target when first-party data fails to improve customer experience This article is sponsored by:

Zoho's Raju Vegesna shares some ways businesses can use first-party data to build lifetime company advocacy while adding value to the customer experience.

Many arrows missed hitting target mark. Shot miss. Multiple failed inaccurate attempts to hit archery target © Iconic Bestiary - Shutterstock

FinancialForceX - Services-as-a-Business and the role of customer success This article is sponsored by:

At FFX 2022, Scott Brown, CEO of FinancialForce, introduces the notion of Services-as-a-Business while Neeracha Taychakhoonavudh describes how customer success works at Salesforce.

Scott Brown FinancialForce speaking about customer success at FFX 2022

Tears at Boohoo as online-only retail group sees profits plummet as stores re-open This article is sponsored by:

Online fashion retailer Boohoo has hit some major bumps in the road as the Vaccine Economy takes shape.

Is your service strategy fit for purpose in today’s economy of uncertainty? This article is sponsored by:

Customer service is higher priority than ever for business growth. Matthias Goehler of Zendesk outlines three ways to maximize personalization and quality to positively affect business performance this year.

The Customer Service Strategy Support Assistance Concept © RawPixel.com

Merlin Entertainments uses Oracle technology to build personalized experiences for customers This article is sponsored by:

From Legoland to Alton Towers, Merlin CTO Lee Cowie says the effective use of digital systems and services across its attractions keeps visitors engaged and happy.

Image of a family on a rollercoaster ride at a theme park

Twilio Q1 results beat expectations as company aims for profitability by 2023 This article is sponsored by:

Twilio executives highlight that the company’s period of investing should start to deliver results over the coming quarters.

Twilio Signal Jeff Lawson Great Communications Renaissance by @philww

Starbucks goes 'trenta' on NFTs and Web 3.0 to create the digital third space, but is the timing right? This article is sponsored by:

Starbucks hasn't invested where it needed to over the past couple of years and the core business needs attention. So now's the time to go big on NFTs, right?

Taking the pulse of SAP CX on the verge of SAP Sapphire 2022 - Jen Bailin on bar-raising talent, cloud-native, and the CX metaverse This article is sponsored by:

I've been tracking SAP CX moves across leadership changes. Now, the week before SAP's Sapphire events, it's time for an update and preview. SAP's Jen Bailin joined me to share her views, including her take on the relevance of the metaverse.