Starbucks use of data analytics has enabled it to pivot to meet changing customer behaviors during the COVID crisis.
How to make sure AR and VR have a big impact on the future of field service management
AR and VR are set to bring practical benefits to Field Service Management. ServiceMax's Joe Kenny explains why an asset-centric approach will boost their impact
Why 2021 will be the year of the API
The road to customer success is paved with APIs, says Mulesoft's Ian Fairclough. Here's why.
Drilling down on Oracle's announcement of 21c and the APEX cloud service against the backdrop of how the company's broader DB strategy differs from that of cloud competitors.
Retailers will have a better 2021 with more flexible fulfilment options
Retail customers will expect a mix of fulfilment options this year - Andreas Grydeland Sulejewski of Neptune Software explores how retailers can adapt
My last piece on the myth of hyper-personalization stirred the pot - but I didn't do enough to establish a viable alternative. So grab your beverage of choice, and check my outspoken argument for where sales and marketing should head in 2021.
Big Tech has been on the defensive lately, and for good reason. What was once perceived as a way to foster democracy has given way to algorithmic dystopia. But Facebook's algorithmic dangers are tied to an ad-server-based model we must dismantle. Rant time.
Walmart was one of the omni-channel retail winners in 2020 as it adapted to changing consumer demands triggered by COVID. Chief Customer Officer Janey Whiteside discusses what comes next.
I'd had plenty of satirical fun at AI's expense. But AI has also changed my content workflow. Here's how an AI service can become an AI platform, overcome glitches, and achieve a different level of user loyalty.
Opacity in AI used to be an academic problem - now it's everyone's problem. In this piece, I define the issues at stake, and how they tie into the ongoing discussion on AI ethics.
Examining the trend towards broader use of internally-designed and customized hardware.
I've addressed whether fairness can be measured - but can it be automated? These are central questions as we contend with the real world consequences of algorithmic bias.
A conversation with Nancy Hauge, CHRO of Robotic Process Automation (RPA) vendor Automation Anywhere.
