Your Top 5 Posts of 2022
2023 is now off to a flying start. I want to say a very big thank you to each of you for your contribution, feedback and support to me in making this blog even more relevant. This blog still continues […]
How to select the right CRM platform for your sales team?
Consider any organization – large and medium. One of the first things it does when it wants to increase its market share, its sale revenues or, more broadly speaking, invest in digital initiatives, is to choose a technology platform. Possibly […]
On Salesforce & Sprout Social’s Partnership
There is something attractive about the new announcement by Salesforce and Sprout Social about Tableau. It is refreshing, to some extent, the whole discussion on Big Data. In short, Sprout Social is now providing integration capabilities to Tableau, Salesforce’s analytics […]
“Let the teachers teach”
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. […]
SAP and Siebel are head to head!
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 […]
Artificial Intelligence in Customer Service
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 […]
On the Customer Data Platform (CDP) market
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, […]
Top posts of 2021!
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 […]
Trends in CRM #1: Everything is cloud
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 […]
My Top 5 Reads – Week 6
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 […]
My Top 5 Reads – Week 44
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 Top 5 Reads – Week 43
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 […]
Takeaways from Fluido’s webinar on e-Commerce
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 […]
My Top 5 Reads – Week 42
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 […]
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 […]
What’s new in Salesforce? Check out the Winter 21 releases
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 […]
My Top 5 reads – Week 39
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 […]
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, […]
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 […]
One quick comment on Gartner’s 2020 Magic Quadrant for Analytics
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 […]
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 […]
Insider’s view: On AI-powered advanced analytics
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 […]
My Top 5 Reads – Week 12
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 […]
My Top 5 Reads – Week 11
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 […]
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 […]
My Top 5 Reads – Week 6
“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 – Week 4
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 weeks – Week 3
“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 […]
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 […]
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 […]
Dreamforce Sweden Preparty (26 Nov. 2019)
Hej! I will attend the Salesforce Sweden Preparty on Wednesday. If you are around, let’s connect! /Didier https://www.salesforce.com/eu/events/details/dreamforce-preparty-sweden-06112019/
On bias in AI
Hej! On my table this morning, Salesforce’s approach to tackle bias in AI. An interesting interview about analytics and AI. Worth reading. I am sharing it. /Didier Link: Salesforce talks about its Einstein Analytics product for financial services and new […]
Salesforce Basecamp 2019
I’m at Salesforce Basecamp this morning. Let’s talk about how to use CRM solutions to manage the partner lifecycle in an Open Banking context. If you are interested to hear more, don’t hesitate to reach me!
