Crystal retailer Swarovski rolled out ServiceNow's Customer Service Management prior to the pandemic, a decision that's served it well since.
API-led connectivity could be a crucial enabler of business recovery post-COVID, says MuleSoft's Ian Fairclough.
Enterprise hits and misses - normal eludes the workplace (and the retailer), chip shortages concern, and edge computing rises
This week - return to work? Maybe. Return to normal? No. Retailers are coming to the same realization. Also: edge computing makes hybrid sexy - and changes the data center. Add chip shortages to the list of recovery challenges. As always, your weekly whiffs.
What if the customer isn't always right? COVID learnings from two UK retail institutions - John Lewis and Boots
John Lewis and Boots share some of the learnings they've picked up from operating through a global pandemic.
Store re-openings are not a return to normal - six retail project lessons for the Vaccine Economy, from Wipro's Srini Rajamani
The consumer has changed. Retailers have responded by upping their omni-channel game. But to succeed in the next retail economy, that's not enough. Here's six retail lessons from Wipro's Srini Rajamani, distilled from project engagements.
No going back to the 'Old Normal' after COVID? How the 'New Normal' experience shapes up is going to be complicated, according to Qualtrics
The new Roaring Twenties of the Vaccine Economy won't just see everything fall back into pre-COVID place, but nor will everything change. Managing shifting experiences will become a Holy Grail across industries if new research from the Qualtrics XM Institute is to be believed.
Sainsbury's plunged to a heavy loss this week, but the foundations of a strong omni-channel future look to be in place.
Mapping out Halfords digital transformation road trip - a lengthy journey through e-commerce, data integration, cloud telephony and ERP
Halfords has been engaged on a long-running digital transformation program that takes in Salesforce, SAP, 8x8 and Microsoft.
We've been locked up at home for so long that the urge for reconnecting with other human beings has never been stronger. What better than a lazy afternoon in a coffee shop to celebrate the Vaccine Economy? Starbucks CEO Kevin Johnson has been keeping an eye on progress.
US grocery giant Albertsons has seen its investment in digital transformation pay off during the COVID crisis; now it needs to extend that into the Vaccine Economy and beyond.
It takes a village - how retailer Furniture Village furnished customer experience during COVID via live chat with Salesforce
Furniture Village used Commerce Cloud as a platform to keep business up-and-running during COVID lockdowns when its physical stores were shuttered.
Giving staff a suit of digital armor is one of the objectives of Mars use of Salesforce's Tableau data analytics offering.
This week - are retailers finally getting an omni-handle on consumers? Microsoft gets Nuance(d), while SaaS gives way to XaaS. Return-to-work raises trust issues, I get salty about BizDevOps, and customers don't want your journey-mapping. Plus: your weekly whiffs.