Salesforce Q1 FY2021 - beats revenue estimates but trims full year guidance
Salesforce Marc Benioff was in upbeat mood despite big write offs in Q1 FY2021 and a light forecast for the remainder of the year.
Customer service management
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
How knowledge platform Guru is helping Shopify embrace remote working
Shopify's embrace of remote working began as long as five years ago in its customer support function
ServiceNow expands employee safety and well-being services to help the C-Suite manage return to workplaces
We speak to Blake McConnell, ServiceNow’s SVP Employee Workflow Products, about how employee safety and health is top of mind for companies grappling with the COVID-19 pandemic.
Zendesk data finds organizational agility is key as customer support operations adapt to COVID-19 demands
The COVID-19 crisis has triggered some significant changes in how organizations go about their support operations - and there's every chance that there's no going back.
Facing the uptime imperative – why preventative maintenance is crucial for uncertain times
At a time when uptime is even more precious than ever, businesses must get serious about preventative maintenance, writes Anurag Garg of Plex Systems
"Yes, we're hiring" - how Support.com's remote customer service model makes a difference during the Coronavirus disruption
Companies in hiring mode aren't easy to come by. But Support.com's lessons about remote work go further - into a different employment model. Support.com's CEO told me how they are rallying to bring that support to others.
Retail giant 7-Eleven finds success with ServiceNow Customer Service Management
With over 60,000 stores around the world, 7-Eleven has a huge task in serving its customers. It has redefined its processes using the ServiceNow platform to do just that.
ServiceNow reveals products to help companies plan for new COVID-19 workplaces
The announcement of Workplace Service Delivery coincides with a separate integration announcement between ServiceNow and Adobe.
Do you speak machine? Your customers may need you to
Service technicians need to learn to speak machine and work closely with automation, writes Mark Homer from ServiceMax
The role of empathy in Covid-era customer support
How do you ensure automation doesn't squeeze out humanity? Zendesk's Tiffany Apcyznski maps out how tech can help build empathy in customer support
Zendesk CEO Mikkel Svane - agility is key to a long term response as COVID-19 flattens short term growth expectations
COVID-19 has led to lots of uncertainty, so it's important to be able to react and adapt, says Svane.
Collaborating with customers is key - a timely reminder from Splunk
Learning from customers what it is that you need to learn as a vendor - Splunk customers make the point.
