CRM and customer experience

Archive: CRM and customer experience

Capita Software goes from 26 service desks down to one with ServiceNow

Capita Software was experiencing poor customer satisfaction rates and had over-worked, stressed employees. This is being reversed thanks to its use of ServiceNow.

SAP hits its leadership crossroads - breaking down my interview with McDermott, Morgan, and Klein

A surprise call with outgoing SAP CEO Bill McDermott and incoming co-CEOs Jen Morgan and Christian Klein shook up my weekend. Here's what I learned, along with a user group view from ASUG CEO Geoff Scott.

Book Review - Marc Benioff's Trailblazer: The Power of Business as the Greatest Platform for Change

The story of a CEO. The story of a cloud company. And the story of the need for business to embrace the idea that values create value.

A new approach to analytics for improved CX takes off at Finnair

At the Finnish national carrier airline, a new head of data is helping the company to navigate a new approach to analytics, in order to provide the best possible customer experience to passengers

Döhler - a year on in their SAP journey

Revisiting a maturing SAP customer that tripled the size of its in-house development team to keep up with functional demands.

ServiceMax Maximize London - service management as a C-Suite business issue...and a matter of life and death

Service management is now a recurring revenue priority for business which opens up new opportunities for ServiceMax.

Why APIs are key to hitting “Go” on omni-channel retail

Omni-channel retail needs APIs to deliver a sought-after customer experience that leaves cash registers in the past, argues Mulesoft's Paul Crerand.

SAP TechEd 2019 Barcelona - first impressions

At my 13th SAP TechEd I detected some important changes ahead or in progress. They go well beyond the technology.

Bed, Bath & Beyond looks to customer data analytics to reverse digital and offline retail decline

Customer experience shaped by data-driven insights - sounds good, but is it too late for Bed, Bath & Beyond?

SAP TechEd 2019 Barcelona - my agenda

What's going to happen at SAP TechEd Barcelona? I have my own agenda which I set out here.

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Zendesk launches conversation and community engagement tools

Cloud CRM vendor Zendesk launches multi-channel conversation tool and online community platform to help boost customer engagement

Crunching Salesforce holiday shopping data - why a shorter holiday season will give retailers an omni-channel gut check

Salesforce is predicting a record holiday shopping season - but not so fast. This holiday season is shaping up as an epic omni-channel gut check. If retailers want to get on the winning side, there's work to do.