CRM and customer experience

Archive: CRM and customer experience

Domino's CEO - I'm not handing my data to third party digital delivery providers

Third party digital delivery services providers have disrupted the fast food industry, but Domino's is having none of it.

Voice search is here - can you hear it?

Voice search; voice answers; voice actions; are you there yet?

Government innovation in cloud drives another strong quarter for ServiceNow

Public sector adoption drives ServiceNow through a quarter that saw subscription billings grow 26% year-on-year.

Doctor working with modern digital healthcare interface © everything possible - shutterstock

Omada Health uses digital smarts to ease the fight against chronic disease

How digital healthcare provider Omada Health uses behavioral science, connected technology and customer service in the fight against chronic disease

Freshworks CEO - “What if there’s an iPhone moment in business software?”

Fast growing customer engagement SaaS vendor Freshworks has built a solid reputation amongst an SMB fan base. It’s quickly moving into the enterprise and wants to go after the holy grail of 360 view of the customer.

Build trust or fail - it’s not just about a commitment to protecting customer data

Companies need to earn back lost trust in order to succeed with personalisation, says Salesforce's Tiffani Bova.

NICE Interactions '19 - How MAPFRE is using NICE to change call center performance management

Performance management is a topic that makes me wary. KPIs can dampen employee morale. But at NICE Interactions 2019, MAPFRE's Jeremy McKechnie told me a radically different story. He also weighed in on Predictive Behavioral Routing.

NICE Interactions '19 review - MoneyGram's call center cloud transformation sets the tone

I wasn't sure what to expect from NICE Interactions. What I got was a memorable show that raised provocative questions. Customers like MoneyGram made a vivid case for call center transformation - plenty to debate and analyze here.

Ryan Smith with Adaire Fox-Martin at Qualtrics X4 London 2019

Qualtrics and SAP's new mission as a 'system of action' - exclusive interview

In an exclusive interview Qualtrics CEO Ryan Smith and SAP's Adaire Fox-Martin explain the software giant's new mission as a system of action for customers

Bill McDermott's outsized SAP valuation ambition - a Rubicon crossed or a bridge too far?

Can SAP pull off a doubling or more of its current market valuation? McDermott is making the case but it is hard to see how the numbers stack up.

Bed, Bath & Beyond's omni-channel transformation needs more proof points as "detached from reality" management comes under fire

Activist investors are circling the CEO and management team at Bed, Bath & Beyond, with the retailer still moving too slowly on omni-channel transformation.

Zoholics 2019 show review - assessing Zoho's big market play and learning from Zoho Analytics customers

At the end of Zoholics day two, the big story remained the same: the rise of Zoho One. But the context deepened - from software pricing disillusionment to the need for savvy partners. Zoho Analytics stories resonated.