CRM and customer experience

Steady growth from Adobe in FY23 Q1 earnings, generative AI on deck for next week's Summit This article is sponsored by:

Steady earnings progress from Adobe as it reports for Q1 of FY2023 and sets the scene for next week's Adobe Summit and its take on generative AI

Adobe FY23 Q1 - screengrab from earnings call

Virgin Voyages sets sail with experience data using Qualtrics This article is sponsored by:

As a new business, Virgin Voyages has made it a priority to invest in experience from the start. Key to this has been the use of experience data from Qualtrics.

An image of a virgin voyages cruise liner

SAP agrees $12.5 billion Qualtrics sale to Silver Lake and CPP Investments This article is sponsored by:

SAP bought Qualtrics back in 2018, but has been looking for a buyer in recent months, against a challenging macroeconomic backdrop.

Chatting about ChatGPT - enterprise tech leaders set out their generative AI stalls This article is sponsored by:

The Morgan Stanley Technology, Media & Telecom Conference opened up opportunities to present enterprise tech vendor visions around the likes of ChatGPT.

Avoid the pitfall of building CX from a spreadsheet - Zendesk adds proactive messages to conversational experiences This article is sponsored by:

Zendesk releases proactive messaging as part of an immersive CX as customer enquiries continue to rise. How do companies find the right cadence for a personalized approach that treats customers as people without being clingy?

Chatbot assistant conversation, Ai Artificial Intelligence technology concept. Casual business man chatting with chatbot via mobile smart phone application while working on laptop computer © TippaPatt - Shutterstock

TrailblazerDX - delivering actionable analytics to advisors at RBC Wealth Management This article is sponsored by:

At RBC Wealth Management, a dedicated Center of Excellence works with Salesforce admins to design analytics dashboards that help financial advisors engage better with clients.

Greg Beltzer, RBC, speaks at TrailblazerDX - @philww

Qualtrics CEO Zig Serafin - ‘the new blueprint for operating a digital company is experience’ This article is sponsored by:

Whilst market watchers eye Silver Lake’s takeover bid of Qualtrics, CEO Zig Serafin is laser-focused on bringing the human touch to enterprise technology with the vendor’s experience management platform.

American Express drives Qualtrics experience data through its organization to change the way it does business This article is sponsored by:

American Express is delivering experience data to multiple levels across the company, in near real-time, to understand how it can better service its customers.

Drilling into Einstein GPT - is generative AI trustworthy enough for enterprise use cases? This article is sponsored by:

Salesforce revealed it is adding generative AI to its products. But is this technology trustworthy enough for enterprise use cases? We drill into the risks and potential mitigations.

Kathy Baxter, Clara Shih, Salesforce - @philww

How KFC, Stanford Health Care and EY are using Qualtrics to put empathy at the core of their experiences This article is sponsored by:

Three companies, from three different sectors, are using Qualtrics’ Experience Management tools to align both customer and employee experience - with empathy at the heart of the strategy.

TrailblazerDX - Salesforce taps into ChatGPT for generative AI push across business clouds This article is sponsored by:

Salesforce is tapping into generative AI across all its industry clouds.

LLMs like ChatGPT will win in business when they start learning from humans, says Emergence Capital This article is sponsored by:

The danger of using generative AI technologies like ChatGPT in a business context is that they sound persuasive, but they're often wrong. Emergence Capital says we need 'iterative AI' that learns from humans.

Man and AI robot meet and handshake with sunset sky behind © PHOTOCREO Michal Bednarek - shutterstock

Macy's CEO Jeff Gennette on conflicting US consumer data for omni-channel retailers This article is sponsored by:

It's a complicated retail landscape out there, one in which the omni-channel balance is going to be crucial.