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 […]
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. 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 […]
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 […]
