Salesforce Service Cloud introduces AI-powered workflows, Slack integration and conversation mining
The Salesforce Service Cloud aims to make the contact center a ‘Digital HQ for service teams’.
Customer service management
Yext adds Salesforce and Zendesk tie-ups to expansion of enterprise search credentials
Zendesk and Salesforce-related announcements point to Yext's expansionist thinking in practice.
digibyte - 'Superstar' Freshworks files for IPO
Freshworks makes its move to go public.
Delight should be easy - here’s how!
"People will never forget how you made them feel." Applying Maya Angelou's wisdom to today's businesses. Freshworks Prakash Ramamurthy explains how.
How to grow service revenue with service marketing
Most service teams these days are charged with growing service revenues. Coen Jeukens of ServiceMax maps out the steps you need to take to achieve service revenue growth.
"It seems more intentional" - Zendesk CEO Mikkel Svane sees buying patterns become less "hectic" in the Vaccine Economy
Zendesk's enterprise journey continues as the 'hectic' response to the COVID crisis gives way to more prescriptive behavior.
"The lights are all green" - ServiceNow CEO Bill McDermott puts foot to the floor for growth in the Vaccine Economy
Digital transformation imperatives have accelerated as the Vaccine Economy takes shape and ServiceNow's CEO aims to keep up to speed.
Qualtrics experiences the benefits of the single life as full year revenue forecast is upped
Qualtrics delivers some upbeat numbers for Q2 to take Wall Street pleasantly by surprise.
4 steps to perfect your technician upsell strategy
Trusted relationships with service providers can quickly sour when upselling doesn't add value to the customer. Sara Cerruti of ServiceMax outlines four tips to empower field technicians with the skills to build customer value.
ServiceMax finds the path to its next phase with its Salesforce relationship along for the ride
ServiceMax goes public, with its relationship with Salesforce coming up time and again as the pitch is made for this latest evolution of the field service giant.
ServiceNow - ‘The customer services market focuses too much on the engagement layer’
ServiceNow’s new Customer Workflow Business chief argues the case for looking beyond the engagement layer towards end-to-end customer service fulfilment.
TrailheaDX 2021 - Salesforce and AWS team up on development, Slack waits in the wings
Salesforce and Amazon Web Services announce a partnership with developer appeal - and when the Slack acquisition closes, the story could get even more interesting
Google Cloud - Manufacturers need to master the 360 customer experience
Google Cloud argues the case for manufacturers to think beyond just building products and shift towards adopting a service mindset.
