A lot is going on in the SAPverse during October and the early days of November 2023. First, SAP conducted its CXLive event with CX-related announcements, then the company reported good Q3/2023 figures, a new version of its CX software that includes new generative AI capabilities got released and lastly…

Dreamforce 2023 has started. It is the first post-Covid physical Dreamforce. The event has more than 40,000 participants from all over the world, which is almost small, considering past events. As usual, Dreamforce was opened by a keynote that was accompanied by a flurry of announcements. In an interesting twist…

During the Salesforce AI Day on June 12 as well as the Salesforce AI Industry Analyst Forum on June 20, Salesforce provided a lot of interesting information on how the company addresses the challenge — or should I say problem — of trust into artificial intelligence. Salesforce sees this gap caused by hallucinations, lack of context and data security as well as toxicity and bias. According to Salesforce, this gets compounded by the need for integrating external models into business software.

Early May, technology vendor Zoho conducted its annual signature event Zoholics in Austin, TX. During this event, Marshall Lager and I had the opportunity to have a conversation with Jason Yoffy , director of engineering at RJG , a training and technology company that on one hand trains plastic…

Zoho is well known as a vendor for business applications geared towards SMBs. As many other companies do, Zoho wants to support the upper mid-market and enterprises, too. After all, successful SMBs may grow into become enterprises and that might attract other enterprises. So, there are a good number…

During Zoho’s signature event Zoholics in Austin, the company announced the availability of Ulaa , the new Zoho web browser. Of course, Ulaa does have a meaning. It is a Tamil word that means journey or path. Tamil is the language spoken in Chennai, the capital of Tamil Nadu…

On May 4, 2023, Zoho held its Zoholics conference in Austin, TX which included a media and analyst track in addition to the customer track. After all, Zoholics is a customer event. During this event, about 80 participants of the former track had ample opportunity to learn about and discuss…

The following article is an excerpt of a White Paper by Customerization ‘s Kira Tchernikovsky . Kira is the co-founder and CMO of this Canadian consulting company that focuses on helping SMBs stand out through superior business automation. Customer experience (CX) is how a customer feels about a company over…

Generative AI is here to stay. It is not only a hype that probably gets worse before it gets better. And we clearly still are in a hype, as the following chart showing the search interest for ChatGPT between October 1, 2022 and April 12, 2023 from Google Trends shows.