Apr 29How to measure the ROI of CX — A CXChangersTalkThese days, customer experience is one of the biggest topics. Many, if not most, vendors have restructured, reshaped, or just renamed their portfolios to reflect customer experience one way or the other. Customer experience is great, customer experience is valuable. Now, what is customer experience? According to Paul Greenberg’s definition…Customer Experience5 min read
Published in THE HEADWAY·Feb 7Metaverse — The Return of the UndeadThere. Is. No. Metaverse. — I am sorry to be a party pooper but read me out. It doesn’t exist. At least not yet. And not for quite some years to come. I am talking of a decade or more. Perhaps not ever. And whence it comes, it probably looks different from what we see…Metaverse5 min read
Dec 10, 2021The Clash of Titans — The Great 2021 PlayersThe year 2021 comes to an end. More than three years have gone by since the last look at the Clash of Titans, an analysis of how the then big 4.5: Microsoft, Oracle, Salesforce, SAP, and Adobe — along with some other players, are shaping the greater CRM and CX…Platform4 min read
Published in THE HEADWAY·Dec 9, 2021You are a platform player? How to not be doomed!These days every significant software vendor and some others, too, is positioning itself as a CX- and/or a platform player. By now, it is well known, what it means to be a platform player, and this is also not the main topic of this post. …Platform6 min read
Published in THE HEADWAY·Nov 18, 2021How Autonomous Automation is the FutureA calling to business — During the past weeks I had a couple of observations and conversations that led me to thinking that sometimes, software vendors underestimate the power that their machine learning-based systems could have to improve the lives and experiences of employees and customers. From various vendors in various lines of business, from…AI5 min read
Nov 8, 2021How SugarCRM is setting out to become a TitanOn November 2, 2021, SugarCRM held an analyst summit to share what is going on at the company and to get some candid feedback of the participants. …Sugar CRM7 min read
Oct 19, 2021Zoho One — The Operating System for BusinessZoho is a privately-owned technology company that was founded in 1996 as Adventnet, Inc. and has quietly evolved into an ambitious global player that serves the SMB and enterprise markets with cloud applications. The company offers a suite of more than 50 business, collaboration and productivity applications. These include applications for CRM, project management, finance, human resource management, analytics and support.Zoho6 min read
Sep 24, 2021With Oracle Fusion Marketing into the Future of CRM?The News On September 20, 2021 Oracle announced during an Oracle Live event named “The future of CRM” Oracle Fusion Marketing, which is not the same as Oracle Marketing. According to Rob Tarkoff, EVP and GM Oracle Advertising and Customer Experience, Oracle Fusion Marketing is a layer that automatically executes account based…Artificial Intelligence8 min read
Published in THE HEADWAY·Sep 8, 2021How to Orchestrate Customer Journeys in Real-Time at ScaleJourneys ‘emerge’ one interaction at a time — Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own. As a consequence, customer journeys are often non-linear and move across different channels and devices. In between the…Customer Journey Mapping7 min read
Aug 31, 2021How to successfully engage with students and their parentsSchools, universities and other educational institutions have one challenge in common. They need to constantly communicate with their students and often the parents as well. Obviously, the students and their parents are different generations; and guess what, that means they have different communication styles, prefer different communications channels and are…Customer Engagement3 min read
