SAP Q4 FY2019 results - no overall surprises but cloud revenue not quite there with interesting times ahead
As SAP broadly met market expectations, it continues its strategy of putting customers first
Archive: CRM and customer experience
The unintended consequences of UK banking legislative changes - a Santander rant
Delivering on legs and regs is no fun but when it comes with unintended consequences, the problems quickly escalate. Here's one example.
How Lands End found its way back to firmer ground via data science and tech focus
Lands End CEO Jerome Griffith inherited an e-commerce company that didn't operate like an e-commerce company. Three years later, things are looking up.
Breaking up is (too) hard to do for The GAP and Old Navy, so what's the next omni-channel 'big idea' going to be?
Spinning off Old Navy was supposed to be the 'big idea' that would assist The GAP's omni-channel turnaround - except it wasn't. Whatever happens next a new CEO needs to keep up the digital focus.
Photobox focuses on analytics to get full picture on customer experience
A cloud-based data warehouse from Snowflake is part of the UK-based photo-printing company’s drive to become a more insight-driven, tech-focused business.
NRF 2020 - customers are generating a gold mine of operational data, and Oracle wants to do something about it
Retailers are reclaiming the power of storefronts. But that's not going to work if they have a data silo problem. Here's what Oracle had to say about these trends at NRF 2020 - and what they're doing about it.
NRF 2020 - Starbucks CEO warns retailers not to forget the human being at the heart of their digital thinking
Starbucks has been a digital pioneer, but hasn't forgotten that retail is ultimately about human beings - both behind the counter and in front of it.
NRF 2020 - retail must take back control of its digital future, says Microsoft's Nadella as IKEA cuts loose from Amazon
"You cannot be cool by association with a tech vendor." Retailers need to build out and skill up their own digital stacks and not depend on third parties, such as a certain online behemoth...
Customer success in focus as FinancialForce intros new workspaces and analytics
FinancialForce is keeping a close eye on customer success and adoption as it introduces new Salesforce-powered workspaces and predictive analysis
Knowledge work has peaked. Experience workers are the new elite
No, knowledge workers aren't the most valuable enterprise asset of the 21st century. Experience workers are the new elite
Lessons for enterprise from the scale modeling world - Part 2, where reality bites
In part one of this miniseries, I set out the scale modeling landscape in broad strokes. In this part I talk to how it works from a commercial perspective.
Still a case of Bed, Bath and Beyond hope as the retailer's new CEO aims for omni-channel catch-up?
Bed, Bath & Beyond's new CEO has inherited a need for digital investment just to play catch-up on basic omni-channel retail capabilities.
Why purpose transformation matters as much as digital transformation - CEO learnings from Unilever and Salesforce
Salesforce has been a prime mover in corporate activism in the Fourth Industrial Revolution, but the importance of purpose can be seen at Unilever at the tail-end of the first.