Each quarter the Oracle CX team brings out new CX functionality - and I come up with something new to argue with them about. This time, we delve into AI advancements in churn risk and subscription management. But is this just an efficiency play? Let's debate.
Kiwibank saves millions in productivity hours with ServiceNow CSM
Kiwibank is taking advantage of ServiceNow’s platform of platforms approach and is digitizing workflows across customer service management.
Your customers have changed - are you changing with them?
The world is trending toward something preferable to the past year. Zendesk’s Shawna Wolverton shares some guiding principles to help your organization navigate a reopening world.
Swarovski makes sparkling customer experience crystal clear with ServiceNow despite COVID
Crystal retailer Swarovski rolled out ServiceNow's Customer Service Management prior to the pandemic, a decision that's served it well since.
How data and application integration can power a post-pandemic recovery
API-led connectivity could be a crucial enabler of business recovery post-COVID, says MuleSoft's Ian Fairclough.
State of Delaware uses ServiceNow to process 64,000 unemployment claims in the first four weeks of COVID-19
The State of Delaware faced unprecedented pressure to process unemployment claims and administer benefits. It was able to stand up a new ServiceNow instance in a matter of weeks.
Four steps your company can take to transform the customer experience
Improving the customer experience starts with a transparent, objective view of their needs and how your business measures up to meeting them. Scott Baitos of FinancialForce shares four keys to customer success.
John Lewis and Boots share some of the learnings they've picked up from operating through a global pandemic.
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.
Creating the ‘Nirvana’ experience to underpin your workflow
Happy customers and happy employees is a combination that companies strive for. Jane Pettman of ServiceNow explains how that nirvana experience or experience economy can be achieved.
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.
Speaking ahead of PegaWorld iNspire this week, Pega CEO Alan Trefler outlines the company’s platform ambitions as it reaches $1 billion in annual revenue.
Freshworks CEO Girish Mathrubootham wants to help companies who don't have a $300 million budget to engage digitally with their customers. Here's the plan...
