Every time I am attending a conference, there is AI on the agenda. Somewhere. I have to admit this is not a new topic as such – Strictly not -, but it is interesting to see the growing interest from business executives. We have all been speaking about the rise of AI, APIs, Big Data, cloud technology, Internet of things […]
B2B ecosystems as a new strategic approach to create and secure value. This is the topic of a very insightful analysis by McKinsey that came on my table today. The focus is on the manufacturing industry. I’m sharing it. Link: Radically rethink your strategy: How digital B2B ecosystems can help traditional manufacturers create and protect value
I am observing everyday that there are more and more organisations now focusing on harmonising their CRM process globally. I mean the design a common set of processes, enabled by a technical platform, to be deployed across the organisation and across the world, with minimun local adjustments. Precisely like we used to do with ERPs in the past. I also […]
I like to compare the performance of banks in the digitisation space years after years. It is a good means to understand:1. Where banks were previously – individually,2. What has been done and the impacts on the actual positioning,3. What remains on our table. I usually analyse the D-Rating‘s “Digital and Value Creation: Where Do European Banks Stand?” and do comparisons. […]
Harvard Business Review publishes an excellent article on ecosystems by Prof. Gianvitto Lanzolla (Bayes Business School) and Prof. Constantinos Markides (London Business School). This is a fantastic topic! You may not realised it but roughly 50% of the top brands in the world are already managing ecosystems. You may think of Amazon, Salesforce, Google or Apple for instance. But it […]
There is no denying that digitalisation has been deeply transforming the education sector like many other industries. The way we used to learn 30 years ago is very much different from today, even though the actual objectives remain the same. Digitalisation in the sector, combined with shifting educational policies and evolving teaching methods increasingly require educational institutions to develop qualities […]
I recently posted Big data projects in Marketing are surprising. Constantly (Part 1) explaining that, from my experience, big data projects in Marketing were a do & learn approach. I was highlighting the importance of aligning stakeholders on a common definition of big data. In part 2, I am still referring to the same project: Marketing campaign effectiveness in a […]
Working in a Big data project in Marketing is constantly surprising. Essentially. When I first got involved in a big data project, it was in marketing. I knew marketers had struggled for ages to really understand who their customers were in a holistic way. They had tried to reach them across several channels. They had built datalakes. They had implemented […]
With the rise of digital business models, ecosystems, and the greater maturity in technologies such as AI, most organisations are forced to revisit their business models and the way they engage with customers. In this paper, I am exploring some of the options business units managing customer experience have to adapt in order to address the many challenges they are […]
SAP and Siebel are head to head! Hey Didier? “You’re kidding, aren’t you? It’s Monday. We’re supposed to be moody!” Haha! Those were the headlines… 20 years ago (13 February 2001). For the admirers of Salesforce & Co, I was indeed joking. I found this headline in my archives yesterday. I used to show them in presentations at that time. […]
Marketplace pressures and digitalisation are challenging organisations across all industries, urging them to innovate. We experience it every day when helping our customers with User Experience, design thinking, or simply being more agile. This morning came on my table this interesting point of view on how to structure an innovation framework. I’m sharing it. We could probably talk for hours […]
A history of social commerce. We are moving from word towards video and image. Is everyone becoming a watcher? Really a case for livestream shopping here… A history of social commerce by Smart Insights
Just sharing a new report on Cloud that came on my table this morning and that I have found interesting: “The State of the Cloud 2021: The Hybrid, Multicloud Forms the Foundation to Digital Organizations” Quoting some of the interesting findings: “Increasing digitalization is driving growth across all cloud and traditional IT models. Businesses deploying apps in edge or colocation […]
Comments on Gartner’s three important ways Artificial intelligence (AI) can benefit Customer Service Operations. Gartner has recently published an engaging article on Artificial Intelligence (AI) in Customer Service operations (Dated 19 January 2022). This article is available online on Gartner’s website. Indeed, we are all witnessing the growth in popularity of AI solutions in recent years. Driven by the rising […]
Customer Understanding is a good concept. I am sharing a worth-reading article from Cmswire and SAS. Link to the article: A Deep Dive on a Customer Experience Priority: Customer Understanding
Just sharing a new report on the Customer Data Platform (CDP) market that shows the rapid growth of this technology over the recent years. Interestingly, it is worth noting that CDP is a relatively new concept actually. With this technology, organisations can collect, aggregate, and centralise all the customer data from third party sources such as websites, social media, and […]
Comments – A new report on healthcare shows that, due to the growing demand for cloud consulting, the global healthcare consulting services market is projected to reach 41.2 billion US dollars by 2026 from 23.9 billion US dollars in 2021. This is interesting information from ResearchAndMarkets.com. This report confirms what most of us believe and what we see happening in other […]
I am sharing an interesting paper from DestinationCRM. C-level business executives comment how they see CRM in 2022. Lots of views on AI-driven digital transformation, first-party data, marketing, and Customer Experience. We may not all see Y2022 in this way, but it is worth reading it anyhow. Link to article: What’s in Store for CRM in 2022? Here are my […]
Food for thought. A 2022 High Growth study by Hinge Research Institute shows that 4 key factors explain how some B2B services firms grew 4x faster and were twice more likely to be highly profitable than their slower growing peers: 1. greater use of expert talent,2. highly automated core, general business, and functional business processes,3. advanced marketing techniques,4. data-driven strategies. It is […]
A special thanks to each of you for making 2021 such a great year – still a surrealistic year like the previous one, however. This blog continues to reach people beyond my expectations. Google Analytics shows that you have been more than 20,000 this year to access it, and my LinkedIn page grew to more than 6,600 followers. Our community […]
It should be no surprise to anyone if I add Artificial Intelligence (AI) into the top list of trends impacting the CRM world. AI systems have become a reality and are maturing quickly. For most of us, as consumers, Artificial Intelligence is synonym of Amazon Alexa, Google Nest or Apple Siri: Smart devices that provide varying levels of expert assistance. […]
Integration across systems and organisations has been the trajectory for more than 5 decades now. In the recent past, I was fortunate to be involved in some Open Banking initiatives where I could learn more about APIs on the field. Yesterday I attended the Mulesoft Transform event. I wanted to learn about the latest developments around integration, API management, and […]
People often ask me what trends I see today in the CRM and digital transformation fields. It is a kind of legitimate to try to understand what is happening today and foresee how the future will be. In this series of articles, I am sharing some of my views on the trends that are causing this digital transformation and shaping […]
FYI i will attend the TechArenan summit on Novermber 12, 2021. Link to register if you like: TechArenan summit 2021
Sharing: Interesting report from IMD Business School discussing why organisations are struggling with their digital strategy, highlighting that the problem is within the structure of organisations itself. Read more on IMD’s website: https://www.imd.org/research-knowledge/reports/digital-vortex-report-2021/
The best articles from the web that came on my table this week 15. Highlighted: Embedded finance by Nordea, the future of bancassurance by McKinsey, the interesting story of Dixa, a convervational engagement firm, and foreseeing the future with the “Gen Z” generation. Empowering businesses with Embedded Finance (By Nordea)First words: “The growth of embedded finance has seen an increasing number […]
The best articles from the web that came on my table this week 13: Transitioning from matrix to agile, KPIs, banking and mortgages, customer service, and the impacts of digital transformation. The Fundamentals of Transforming from Matrix to Agile (By Insead Business School)First words: “Although it remains a common way to structure an organisation, the matrix is increasingly showing its […]
I have been involved in many projects or discussion around Open Banking, ecosystems, and platform thinking in recent years. I have often seen some confusion in the terminology when talking to participants. Here is a contribution by Insead Business School to explain the differences. Link: Don’t Confuse Platforms with Ecosystems
The best articles from the web that came on my table this week 12: A great review on Jeff Bezos and Amazon, Natwest’s strategy for retail banking, some good tips for designing for sales, and the future of CX according to McKinsey. I Read 23 Years Worth of Jeff Bezos’ Amazon Shareholder Letters — Here’s What I LearnedFirst words: “the early […]
It is clear that becoming digital “by default” requires most organisations to rethink the way they work. Best-in-Class bring together business and IT to work together to both develop strategy and deliver technology. It seems obvious from this survey by McKinsey that some still do not unfortunately! Link: Seven lessons on how technology transformations can deliver value
On my table this morning, a very interesting article from the World Economic Forum on data practices: The relationship between us and our individual data. There are interviews of experts on the matter. Worth to read. I’m just sharing it: 6 data policy issues experts are tracking right now
My best picks from the web this week 11: The subscription model, digital marketing, continuous experimentation, innovation, life insurance and gamification, trends in CRM and retail. Today’s Business Environment Requires Continuous ExperimentationFirst words: “The world has changed, and marketers must reinvent how they reach customers, breaking down silos and increasing agility and experimentation with fewer resources.” Exploring subscription management in […]
My best picks from the web this week: e-Commerce, banking and mortgages, conversational AI, and the companion model… The Trillion Dollar Opportunity in B2B2C paymentsFirst words: “Payments is an attractive and fast-growing business. Since 2016, payment companies have attracted superior valuation and traded at a significant premium versus banks, largely thanks to underlying fundamentals from low capital to high growth.” […]
Today, I am “joining the Movement” and I am speaking with Pino Roscigno, who is the Commercial & Brand Director at Stadium, the leading sporting goods retailer in the Nordics. I would like to understand how market and technological dynamics are rewriting the rules of competition in one of the most competitive industry in the world, forcing brands to rethink […]
My best picks from the web this week 6: Artificial Intelligence and automation, agility and frontline, digital interactions and customer data generation, and customer service and excellence. Einstein Automate is just the beginning: Salesforce shares vision for future of AI and automation(Video) How agile can power frontline excellenceFirst words: “An agile transformation can release the full potential of frontline staff, […]
My best picks from the web this week 5. This week: Facebook and CRM, Voice UI with Speechly, banking, and Marketing Automation. I wish you a pleasant reading! What Do 2020’s Acquisition Trends Mean For CRM?First words: “Looking back at the CRM world in 2020, it’s easy to forget this year was filled with high-profile mergers and acquisitions. Major players like […]
2020 has been a surrealistic year. With Covid-19, thousands of people and companies quickly adjusted to a new way of working that we all called WFH. Some moved quicker than others. For some, it was business as usual, for others, the experience was more painful. New lessons were learned. Flexibility was key. The diversity in digital maturity was striking. During […]
I’m sharing a brand new analysis of the digital banking market done by D-Rating. A really interesting finding is that it shows that out of the 58 major retail banks in Europe, only 14 of them actually compete with the top neo-banks. For us in the Nordics, it shows that Nordea and Swedbank outperform with a digital proposition that is both […]
My best picks from the web this week 47. This week: The new elements of digital transformation, data partnerships, integrating marketing and IT, and customer service is having a moment. The New Elements of Digital TransformationFirst words: “Since 2014, when our article “The Nine Elements of Digital Transformation” appeared in these pages, executive awareness of the powerful and ever-evolving ways in […]
My best picks from the web this week 44. This week: Salesforce, customer experience, social listening, and marketing. The committed innovator: An interview with Salesforce’s Simon MulcahyFirst words: “The cloud software provider’s executive vice president and chief innovation officer discusses how Salesforce’s innovation process creates distinctive buying experiences.” Why data is the life force of customer experienceFirst words: “To retain […]
My best picks from the web this week 43. Today: multicloud, Salesforce and Microsoft, Retail, insurance, and a very interesting article on Apple and 5G by Pr. Howard Yu from IMD Business School. Don’t miss it! Not Excited About The New iPhone 12? Apple Is Prepared.First words: “Apple brought all its usual glamour to the unveiling of its latest iPhones 12 yesterday. There […]
I just attended Fluido’s webinar on e-Commerce. The topic was about the things to consider when selecting a platform. Great topic! I like Antti Katajamäki’s final takeaways: 1. Customers’ and Businesses’ digital requirements have dramatically changed in 2020. 2. What if 100% of your customer or business partner interactions were digital, how would your digital commerce services stand up? Map the […]
Customer Experience and business agility is the topic I am exploring today. In a recent post, I was discussing some of the options organisations have today to address the changing customer engagement paradigm across their value chain. I was arguing that, even though the aim of creating experiences that customers desire and want might sound easy, it often brings new […]
Launching a new interview series on Customer Experience. On Tuesday 20th, October, I am meeting with Anne-Christine Lane, Vice-President and Head of Analytics & Automation at PostNord, the Nordic Postal Services company. Our conversation? Customer Experience and Business Agility. How can organisations regain a long-term vision and a sense of direction, while being agile and flexible to changes in the […]
My best picks from the web this week 42. Lots of announcements this week. Also we discuss banking and fintech partnerships, and then Big data analytics in healthcare. 5 Bank And Fintech Partnership Ideas To Generate RevenueFirst words: “Today’s realities in the banking industry:1. Banks and credit unions need new sources of non-interest income.2. Fintech startups need to start generating […]
Pega introduces its new 8.5 release. Here are the links to Pega’s site detailing the new enhancements: What’s New in Pega Platform What’s New in Customer Engagement & CRM Pega Sales Automation Pega Sales Automation 8.5 Release Notes Pega Customer Service Pega Customer Service 8.5 Release Notes Financial Services 8.5 enhancements Healthcare 8.5 enhancements Insurance 8.5 enhancements Communications 8.5 enhancements Pega Customer […]
My best picks from the web this week 41. Here are my 5 favourite articles worth reading on CRM, CX and digital transformation. On the agenda: Ford and Volvo, success and failures, and a view on the Chief Digital Officer’s role. How Ford And Volvo Are Embracing Next-Gen Experience ManagementFirst words: “If there is one thing I’ve learned through the […]
Best picks from the web this week 40. Here are my 5 favourite articles published on CRM, CX and digital transformation. On the agenda: Agility within organisation, the CRM market for 2020-2030, customer retention, and some new releases by Microsoft and Salesforce. How to Unstructure Your Organization for the Future?First words: “Multi-layered bureaucratic organizations with centralized decision making and endless […]
Salesforce’s Winter 21 releases are now online. Check out the new features: Multi-factor authentication, Einstein Search Personalization, Salesforce Anywhere (Beta)Work.comService: Service Cloud Voice Streamlined Setup, Omni-Channel Supervisor for Calls, Einstein Bots Templates, and MoreSales: Sales Cadence Improvements for High Velocity Sales, Global Models for Einstein Lead Scoring, Opportunity Deal Change Highlights, and Multi-Cloud Support for BillingIndustries: Document Management, Forecasting, Public […]
Best picks from the web this week 39. Here are my 5 favourite articles published on CRM, CX and digital transformation. On the agenda: Salesforce, banking, automotive, and APIs to support the customer experience. Salesforce announces Meetings, Einstein Video Call Coaching and more tools aimed at improving virtual salesFirst words: “As sales organizations shift to handling most, if not all, […]
Best picks from the web. Here are my 5 favourite articles published on CRM, CX and digital transformation I would recommend you to read this week. On the agenda: Stockholm’s Fintech scene, data and analytics, content strategy, and customer onboarding. Data and analytics are propelling organisations into the futureFirst words: “In the Leadership Series EDGE Webinar titled ‘Embracing Data and Analytics […]
Who is joining the CX transformation Nordics this year? It is an online event covering topics as customer centricity, how to lead successful CX initiatives, or customer service. I will especially attend the session “Transformational customer centricity: How CX is being used as a measurable KPI across the organisation” by Kati Packalen, Head of Customer experience at Postnord. This is […]
My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: B2B Fintech, Amazon, Salesforce, retail and AI. What Amazon is Doing in Financial Services like Fintech“From payments to lending to insurance to checking accounts, Amazon is attacking financial services from every angle without applying to be a conventional bank. Salesforce Positioned by Gartner as […]
Hi everyone! Lots of good articles on CRM and DX this week. Here is my selection of the ones I like best. All with a great smile because it is still summer! On the agenda: AI, Conversational analytics, retail, and customer journey map. Lack of Skills Threatens Digital Transformation“As the COVID-19 response accelerates the speed and scale of digital transformation, […]
Every business has unique needs, and your eCommerce platform should also reflect that. Choosing a new eCommerce platform to support your online business can be a challenging task. E-commerce is often a long term commitment involving a significant investment of time, money, and efforts in development, customization, deployment, and maintenance. The way you approach and prepare the selection process, ensure […]
I am sharing the 5 articles on CRM, CX and digital transformation I liked best this week. On the agenda: Retail, Financial Services, mobile, and customer sentiment… Why Some Retailers Are Thriving Amid Disruption“Retailers that successfully adapt to the pandemic’s social-distancing requirements offer a model for making a quick digital pivot.” McKinsey Survey Reveals Consumer Sentiment Improving But Shifting Brands And […]
Lots of good articles on CRM, CX and digital transformation this week! Here are the ones I liked best. On the agenda: Banking, Salesforce, Employee Experience, and digital transformation more generally. With human nature – not against it: How Jan Wallander made Handelsbanken unique“Handelsbanken has no sales or product targets, doesn’t believe in bonuses and empowers branch managers to make […]
My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Banking, Salesforce, Omnichannel marketing, and Temenos. Now Is The Time For A Conversational Approach To Customer Experience“In a recent session at Pegaworld iNspire, Paul Greenberg, best-selling author of CRM at the Speed of Light and The Commonwealth of Self Interest was talking with Pega’s Vice President, CRM Product Marketing, […]
I’m at the MuleSoft CONNECT Digital today. All online of course! On my agenda: keynotes and breakout sessions to discuss APis and integration. There are very good whitepapers, webinars and materials: API strategy essentialsConnectivity benchmark reportHow to articulate the value of integrationUnleash the full power of Salesforceetc…
Hi everyone! I’m sharing the 5 best articles I have read this week. On my table: cross border data, data policies, Open Banking, marketing, and manufacturing. Importance of cross-border data flow“Passing digital information between countries, even though code requires no passport or transportation beyond the internet superhighway, is regulated as if it is a physical commodity. This movement (exchange) of […]
I am sharing the 5 articles on CRM, CX and digital transformation I liked best this week. On the agenda: AI, Insurance, networking tools, and marketing. AI Devours Data!“Those who have worked on Machine Learning (ML) projects know that ML requires a large amount of data to train the resulting algorithms.” Inside the NSA’s Secret Tool for Mapping Your Social Network“Edward […]
My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: B2B selling, video, CX, and retail… 5 data-driven principles for the Chief Data Officer to reshape CX strategy“Customer data platforms (CDPs), data-driven projects, big data, analytics centers of excellence, digital transformation – popular concepts these days.” Video Innovation Will Change Society“Our forced reliance on […]
My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Steve Jobs, CX, and digital strategies. Steve Jobs VS Reid Hoffman: Which Philosophy is the right one?“Founder of LinkedIn and former PayPal executive vice president, Reid Hoffman famously said: If you’re not embarrassed by the first version of your product, you’ve shipped too late”.“ […]
Quick poll – I would like to ask you about your views on the major drivers for a firm to develop an ecosystem of partners. Could you please jump into this poll and share? That would be great!
My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Salesforce, AI, Supply chain, and B2B sales Salesforce Summer ’20 Release Notes (By Salesforce)“The Summer ’20 release delivers innovations across the entire Customer 360 Platform to support you in times of change.” How The “Amazon Effect” Is Impacting B2B Sales (By SAP)“In the consumer space, we’ve […]
I have been asked several times for the link to my magazine dedicated to Open Banking on Flipboard. I’m quickly sharing the link: https://flipboard.com/@ddessens/openbanking-by-didier-semut4k4z?from=share I’m also sharing the figures to date: Over 1100 readers and 132 subscribers. Number of articles: 2500Number of flips: 7100
5 new great articles on CRM, CX and digital transformation to read this week. On the agenda: Salesforce vs Pega, supplemented with Gartner’s and ISG’s analyses. We are also speaking about 3D. Magic Quadrant for CRM and Customer Experience Implementation Services (Gartner)“Decade-high demand for CRM and CX implementation services including design, UX and e-commerce saw providers in this study grow […]
Hi everyone! I’ve just released my selection of Top 5 Reads for this week 17! It includes interesting insights from Thomas Siebel on AI in the Oil & Gas industry (remember Siebel CRM?). Also featuring Retail, Salesforce and Microsoft. How to be more strategic? MSDW Podcast: Frieda Maher on the challenges of the sales back office Salesforce’s Rise to the […]
According to a recent PEGA study, employees facing customers are often frustrated with the level of service they can provide to customers. They denounce inadequate technology and processes that limit their effectiveness. The survey shows that 81% of respondents mentioned fast resolution among the four most important factors for quality of customer service. Speed is however not the only consideration. 72% also […]
Commentary – We were around 350 people and prof. Mark Greeven shared some great insights and practical examples on why and how organisations should leverage partners to build sustainable businesses. On ecosystems – Have you listened to IMD’s webinar on “leveraging partners in disruptive times” last Tuesday? (The one I was talking about in a previous post). Working with partners […]
Commentary – Gartner has just released a 2020 quadrant for Digital Experience platforms (DXP), basically revamping the classical Web Content Management MQ with a new terminology and enlarged scope. It is true all WCM solutions now include enough features to encompass a digital experience. It is also true that, from a functional aspect, there is little differences between solutions. At […]
Hi everyone! Lots of good articles on CRM and DX this week. Here is my selection of the ones I like best. All with a new layout because it is spring, and we are all moving towards a sunnier and warmer time with a smile. 7 Ways to Analyse a Customer Journey Map A Startup Guide to Creating an Ideal […]
Opinion – I have received a good number of reactions and messages after my post last week on the impacts of the current crisis on projects in Sweden. A project manager confessed the decision had been made to postpone some of the activities to further undefined notice. This will impact both costs and timeline, he said. My first reaction was […]
Commentary – Any new Gartner Magic Quadrant release is a kind of milestone in my life as a CRM consultant. I have just reviewed the recent (2020) MQ for Analytics and Business Intelligence platforms. Sounds fun? Well, this year, Microsoft is in the lead, closely followed by Tableau while Salesforce is a clear visionary player. Now, that said, we know […]
Agenda – There is a webinar on “leveraging partners in disruptive times” at IMD Business School on April 14 (11-12 CET) by Mark Greeven, professor of Innovation and strategy. Working with ecosystems of partners requires thinking and I’m eager to listen to Mark Greeven‘s view on this interesting topic. Ecosystems have been on the agenda for some years, boosted by […]
Opinion – The Covid-19 crisis is revealing flaws in business continuity plans and weaknesses in value chains, exposing business and people alike. Most business continuity plans were based on a few number of key employees performing critical functions. They were not made for a large number of employees suddenly working from home. As a result, bits and pieces were missing: […]
I’m sharing my favourite articles this week on CRM and Digital Transformation. Have a nice Easter break! The New Rules of Marketing Is COVID-19 Forcing Your Digital Transformation? 12 Steps To Move Faster Quantifying the value of UX Customer Offboarding: How to Deal With Churn Advanced Remote Selling
Some of my contacts in Sweden are confessing to me that their CRM projects are now at risk. The reason is that some of the critical project resources from their integration partners have been stranded abroad for 2 weeks now and will still be for a while. I can see a general trend unfortunately. Often, integration partners rely a lot […]
I’m pleased to share some good articles I have read this week on CRM and Digital Transformation – #myTOP5reads How to Maintain Customer Relationships While Working Remote How to Provide Customer Support on Social Media Faster What Is Marketing Orchestration? Top 3 ways to increase engagement in e-commerce Gartner: Top-performing companies understand CX
MyTOP5reads for this Week 13 focuses on voice and AI in Marketing and customer engagement. Also an analysis of the CRM leading solutions Is Voice The Next Big Thing To Transform Consumer Behavior? 3 Powerful Ways AI is Changing the Sales and Marketing Experience Right Now Dreamforce 2019 Management Journal On CRM: From Salesforce To Zoho, Which Of These 10 […]
I had this exciting discussion yesterday on the risks arising from having inconsistent pricing models and systems. The context was B2B commerce with sales people using multiple pricing tools. This is obviously leading to significant issues such as inconsistencies in prices, excessive tactical discountings, over-generous contracts, or jeopardizing margins. We all know that in some cases like in Asset Management […]
I have received a good number of questions about Advanced Analytics and more especially about Salesforce’s Einstein Analytics in the past few weeks. As there is an increasing interest in my network, I was thinking of sharing more broadly this Fluido Smart CRM series video about Einstein Analytics. It provides good insights on the actual solution in just 8.41 minutes
Here are myTOP5reads for this Week 12. 100% Corona-free. This week, my selection of the best articles on CRM and DX focuses on Marketing, Salesforce’s industry solutions, and agility in banking… Modern marketing: What it is, what it isn’t, and how to do it Why Gartner Thinks Most Marketers Will Abandon Personalization by 2025 Salesforce’s acquisition of vlocity may shake […]
Focus on Healthcare, contact centers and digital transformation this week. My TOP 5 reads (Week 11). As Salesforce builds up industry-specific focus, Health Cloud gets new features Managing the fallout from technology transformations How CIOs Can Embrace Customer Centricity and Lead Transformation The seven evolutionary stages of analytics in the contact centre: How evolved are you? 360 Perspectives: Embed Customer […]
Agenda – Live from Microsoft Envision Forum Financial Services with Johannes Anderberg , Sara Öhrvall (SEB), Johanna Norberg (Danske bank), Sophia Wikander (Nordea) on stage. Awaiting for Luthon Hagvinprice (Swedbank) later today. Great insights on what is going on in FS in Sweden!
LinkedIn + CRM integration this week. A bit of AI. Also, because of the season, several recent surveys to understand where we all are in DX and CRM. On CRM: LinkedIn Takes Another Big Step Towards CRM Integration 50 Stats Showing The Power Of Personalization Infosys Digital Radar 2020: Breaking through the digital ceiling Salesforce CRM Review: The Complete Guide […]
“My TOP 5 reads”, Week 9 – with a focus on Next Best Action, AI, and the Nordic banking scene… Augmented Humanity: Creating A Human Context That Technology Can Enhance Next Best Action: High-performing operating model (By Pegasystems) Get Started with Einstein Next Best Action (By Salesforce) What’s going on in the Nordic challenger bank scene? Privacy And Personalization Clash […]
To my friends, Chief Digital Officers / CDOs. Please make sure you don’t miss this article. A must read for you, urgently. By Professor Michael R Wade from the IMD Business School: Link: The five stages of the Chief Digital Officer–and why they often fail
“My TOP 5 reads”, Week 8 – Focus on digitization in retail this week + this great article on CDOs’ role and future by IMD (Not to miss) The five stages of the Chief Digital Officer–and why they often fail How H&M are shifting their focus from the high street to digital retail Why AI Adoption Starts with Psychology Why […]
AI and Cognitive, digital transformation, CRM trends, and Retail in “My TOP 5 reads” this week: 50 Coginitive Biases in the Moderrn World Salesforce Blog: CRM Trends to Watch for in 2020 Evolving digital transformation: McKinsey presents its ‘business building’ strategy (CxOTalk interview) How to launch an AR/VR-powered retail experience A.I., Machine Learning, and the Future of Marketing
“My TOP 5 reads” brings us this week to discuss AI, DX platforms, trends, social media, and (non-digital) must-read books on CX. Einstein discovery (AI) – Customer churn analysis for a lottery company Gartner: Digital experience platform providers face growing challenges (By CMO Australia) CRM Trends to Watch for in 2020 (By Salesforce) Why Encouraging Online Comments Could Grow Your […]
“My TOP 5 reads” brings this week spotlights on marketing technology, customer contact, mobile, and disruptive innovation. Alphabet Soup: Martech Systems Are Letting Retailers Down (By Mediapost) Radical reform – the new model for customer contact (By the Drum) The evolving role of the CIO and CMO in customer experience (By Zdnet.com) 3 Things You Can Learn From Starbucks About […]
Week 4 release of “My TOP 5 reads on CRM, CX and Digital Transformation”. This week, it’s about voice AI, conversational AI, customer engagement, customer service, and some lessons learned. The Dangers of Overpromising and Under-Delivering Einstein Voice: What’s Next for the ‘Alexa of Salesforce’ How conversational AI will boost CX this decade The Field Of Gold: Why It’s Time […]
“My Top 5 reads”, Week 3, is on! Highlighted this week are speech recognition, platforms, AI, community fans and lessons learned… How decreasing time-to-cart can help retailers win more customers in grocery e-commerce? (By Speechly) A Study of More Than 250 Platforms Reveals Why Most Fail (By Harvard Business Review) How the Future of AI Will Impact Business (By Salesforce) […]
Week 2, 2020 of My Top 5 reads is now released! This week, my personal selection of articles on CRM, CX and digital transformation includes: AI vendors to watch in 2020 and beyond Why You Need To Consider IoT In Improving Customer Experience How to balance fraud prevention with great customer experience What’s Been Missing From Client Experience: Humans What […]
Be inspired in 2020! My TOP 5 reads continues this year! My own personal selection from the best from the web on CX, CRM and digital transformation. The Power Of Purpose: How Salesforce Impact Labs Is Helping Innovation Scale How the Future of AI Will Impact Business Insurance Industry Headings Towards Marketplace Model Three Technologies That Are Transforming The Retail […]
Last time for this year! My Top 5 reads on CRM, CX and Digital transformation this week (Week 52). Enjoy the festive days and see you next year! Customer data platform tools top priority list for big vendors AI Customer Service Will Save You Money, but it Might Cost You Customers The Next Decade of Data: Why Retail Marketers Will […]
My Top 5 reads on CRM, CX and Digital transformation this week (Week 51): How The Salesforce Revolution Can Guide Marketing And Communications Firms’ Evolution Branding is dead, CX design is king An Overview of Artificial Intelligence in Salesforce Einstein How to find out if your CRM switch is a beneficial step for the organisation The applications of AI in […]
FYI – Here are my Top 5 reads on CRM, CX and Digital transformation this week (Week 50, 2019): Three barriers holding back the next wave of female digital leaders Michael Machado of Salesforce: Voice is the Future of CRM Forget digital transformation: Companies must evaluate digital maturity instead How Netflix uses psychology to perfect their customer experience Cadillac Offers […]
FYI – I will be attending the Oracle Modern CX Summit on Dec 10 at the Epicenter in Stockholm. If you are going too, please PM me and let’s have a coffee alongside the conference. /Didier
