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‘Good enough’ isn’t cutting it - three ways to advance your CX for the long term This article is sponsored by: Zendesk logo transparent 250x150px

Queries are going up, patience is wearing down, and customers continue to expect more from companies — sending even leading customer service organizations scrambling to meet SLAs, writes Zendesk's Adrian McDermott.

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Accenture pulls in solid full year earnings - CEO Julia Sweet says ‘all strategies lead to technology’ This article is sponsored by:

Accenture saw its full year revenues increase by 22% and said that companies are looking for ‘compressed transformation’ strategies.

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ServiceNow’s Tokyo release aims to help customers get more value during uncertain times This article is sponsored by:

ServiceNow has added features to the Now Platform that include Enterprise Asset Management, ESG Management and advanced security measures.

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Frictionless Enterprise - the Tierless Architecture of composable IT This article is sponsored by:

Returning to our series on the journey to Frictionless Enterprise, Phil Wainewright maps the emergence of Tierless Architecture and what it means for how IT teams engage with business colleagues.

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No more hybrid event excuses - your next event can be hybrid, and it isn't hard This article is sponsored by:

Hybrid events aren't that hard - but they are misunderstood. There is still time to add a hybrid component to your next event. Here's a framework to consider, and an argument for how hybrid events fit into a new, community-driven strategy.

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The revenge of the business process expert - have process mining tools revived an underrated craft? This article is sponsored by:

Ages ago, I advocated for the business process expert - and got it wrong. But process mining and execution tools like Celonis and SAP Signavio bring back the old debate: we need process experts, not product configurators.

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FinancialForce rolls out Services-as-a-Business features to help service orgs adapt to XaaS This article is sponsored by:

FinancialForce rolls out its Summer Release today, with new features designed to support services organizations adapt to XaaS processes.

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Enterprise hits and misses - customer success needs a debate, but the metaverse doesn't need blockchains This article is sponsored by:

This week - I try to ignite a passionate debate on customer success; will I succeed? Also: services firms face business model implosion. The metaverse is about (virtual) identity, but that doesn't mean it's about blockchain. In the weekly whiffs, I hand out a well-earned hypocrisy award.

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ServiceMax CFO Simon Edwards on delivering value for customers during uncertain times This article is sponsored by:

Whilst the macroeconomic environment is volatile, ServiceMax is staying focused on its strategy of expanding its product and ensuring customers get the value that they need.

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Lessons to be learned for Learning & Development to tackle the skills crisis in the age of the Great Resignation This article is sponsored by:

The digital skills gap is a long-running saga, but all the more pertinent today in the changed work world of the Vaccine Economy. New data from The Josh Bersin Company prompts some fresh recommendations for all enterprise organizations.

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Nasdaq’s board diversity rule is here - but new research shows underperforming firms more likely to oust board members from diverse backgrounds This article is sponsored by:

Nasdaq is requiring that companies listed on the US stock exchange disclose their ethnic and gender makeup. The move comes as new research shows that when times get tough, diversity priorities go out the window.

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Cry havoc as the macro-economy leads to decision paralysis, but Rimini Street will be ready to pick up the pieces, says CEO Seth Ravin This article is sponsored by:

The global macro-economic crisis is slowing down the decision-making process and triggering replanning all around. But Ravin argues that Rimini Street remains well-positioned.

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SMB churn rises at Freshworks, but larger enterprise customers show resilience to wider macro-economic pressures This article is sponsored by:

Revenues are up, as are losses. But deal sizes are getting bigger and the value prop remains robust, says CEO Mathrubootham.

Girish Mathrubootham
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