My Top 5 Reads – Week 5

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 […]

What’s New in Pega’s Customer Engagement & CRM 8.5

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 Top 5 reads – Week 40

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 […]

My Top 5 Reads – Week 35

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 […]

My Top 5 Reads – week 20

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”.“ […]

My Top 5 Reads – Week 19

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 […]

My Top 5 Reads – Week 18

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 […]

Spotlight on local CRM resources

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 […]

My Top 5 Reads – Week 13

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 […]

My Top 5 Reads – Week 10

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 7

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 – Week 51

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 […]

My Top 5 Reads – Week 50

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 […]

On AI and CRM

I’m sharing a very interesting article from Forbes on AI and CRM. Worth to read. It discusses ways to combine AI with CRM platforms to improve customer management. It also gives an overview on the kind of topics I’m dealing with on a daily basis. https://www.forbes.com/sites/danielnewman/2019/10/19/ai-and-crm-will-customer-management-get-easier/#2ea559243db9 Some quotes I have gathered: “If customer experience is the center of digital transformation, […]

Is traditional CRM useless?

Is traditional CRM useless? Will, instead, platforms be the new killer app to deliver an optimal customer experience across multiple channels and siloes? This is the starting point of this article from Frobes. Old same topics, new technology… What is your view on it? Link: 4 Reasons Why Customer Engagement Platforms Will Render Traditional CRM Useless