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, […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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, […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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: […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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: […]
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 […]
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? […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
“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 […]
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 […]
“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 […]
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’ […]
“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 […]
“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 […]
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 […]
“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 […]
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 […]
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 […]
