Salesforce buys ClickSoftware - but why now?
Given that ClickSoftware pretty much wrote Salesforce's field service software back in 2016, why did it take so long for the CRM giant to make this acquisition?
Archive: Customer service management
Salesforce to acquire ClickSoftware for $1.35bn - Service Cloud momentum continues
ClickSoftware is a leader in the field service management space and has been partnering with Salesforce on its Field Service Lightning product in recent years.
Quick fixes are just the ticket at Toronto Pearson International Airport
A new cloud-based service management system from Symphony SummitAI has drastically slashed mean time to repair (MTTR) rates at the airport.
Can Just Eat and Takeaway.com's £5 billon merger plans deliver dominance over Amazon and Uber?
Digital disruption in the food delivery business has created an increasingly competitive landscape. Here comes a major market shift...
Capgemini delivers a strong half year, but will Elliott Management drive up the cost of acquisition plans?
Capgemini's doing well in 2019, but there's an acquisition issue looming...
Spinning the benefits of a $700 million data breach fine - Equifax CEO gives it a go
Slapped with a $700 million fine, Equifax's CEO is drinking from a Kool Aid glass that's very much half full.
Wall Street wobbles on subscriptions outlook, but ServiceNow continues to deliver strong growth
Wall Street may have been disappointed in one set of numbers, but the overall pattern is one of strong growth into expanded markets for ServiceNow.
ASOS can fix its warehouse problems, but can it win back the online trust of customers who've clicked away?
ASOS shares went into freefall today as the online fashion retailer struggles with its international expansion.
How Slack swarming and reacji boost premier support at Zendesk
Of course Zendesk uses its own products to support its top customers - but Slack plays a big role too in co-ordinating the team's work
ServiceNow opens new UK office - eyes region’s lagging productivity as opportunity
We speak to ServiceNow senior director, Alex Osborne, at the company’s new space, where employee experience is at the centre of its design.
The future of customer service in the spotlight with Guru CEO Rick Nucci
My conversation with Guru CEO Rick Nucci hits on key themes such as convergence of sales and service, keeping knowledge fresh, and augmenting performance with AI
Salesforce Connections 2019 - customer service is now in the growth business, not the cost business
Connections kicked off with the expected fanfare over the connected experience. But what does breaking down barriers between clouds entail? Nowhere better to start than the Service Cloud, where a new model of service-as-growth-engine is gelling.
Solving the UK’s ‘productivity puzzle’
Alex Osborne, Senior Director at ServiceNow, puts forward a proposal for how organisations - and the economy as a whole - could receive a much needed productivity boost.