James Scutt, Head of Customer Experience Strategy and Deployment at the UK Post Office, explains how the COVID crisis has brought fresh thinking to the firm's approach to customer experience.
Bloom & Wild is a fast growing flower delivery service that has found that by leading with sensitivity, customers are becoming more loyal to the brand.
Commonwealth Bank is one of Australia’s ‘big four’ banks and is using Pega’s platform to deliver personalized messages to its customers, across all channels.
Laurie Winters, Senior Director of Culture and Engagement at Southwest Airlines, explains how employee feedback and insights are helping the carrier to ride out COVID-19 turbulence.
Target has long been a best practice exemplar of omni-channel retail transformation and that's paid off big time during the past few months.
The new HR challenge - onboarding new starters remotely
How do you welcome newcomers on board when you're working remotely? Some HR practical tips from Salesforce's Jenny Shiers.
A smoother journey for customers is the goal of a major systems refresh and digital transformation overhaul at the Burlington, Vermont-based company.
CIO Ernie Fernandez on how the University of Miami's IT team has taken on the COVID crisis and seen leadership step up to the mark.
Hugo Boss has seen online sales soar, but a drop off in interest in its core retail DNA of high end formalwear. A new approach is called for...
I keep hearing that virtual events don't have a viable business model. Perhaps - if your virtual event stinks, you certainly can't charge for it. But the Presence Summit gave me a glimpse of a different future for virtual events.
Sales enablement is changing - the prospect has changed the terms of engagement. Russell Wurth of Showpad gave me his take on how to deliver the sales experience today's customers need. Is sales operations emerging?
Rootstock releases low-code capabilities in its cloud ERP, just in time to help manufacturers enable the touchless factory
As the refreshed SAP executive board shapes the firm's future, next up is the product strategy and accompanying roadmaps.
