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Yes, quality audits can help manufacturers stay customer-driven – and even change sales and marketing
"Audit is a loaded term, but as Louis Columbus of IQMS explains, it's time to take another look. Internal audits are a powerful tool for quality - and quality is the new marketing. Here's how an IQMS customer is using internal audits to earn a whole new level of customer trust."
analytics  planning  and  data  analysis  collaboration  sharing  digital  productivity  crm  customer  experience  iqms  partner  zone  social  manufacturing 
25 days ago by jonerp
Become an ML-savvy organization – a practical AI review with Brian Dennett of Enable.AI
"AI isn't necessarily dumb - we're just defining it wrong. That's what I took from my podcast chat with Brian Dennett of Enable AI. Here's his machine learning lessons pulled from their own projects."
crm  and  customer  experience  iot  robotics  ai  machine  intelligence 
25 days ago by jonerp
Enterprise hits and misses – IT dies and is resurrected, while personalization tries to scale
"This week - a worthy debate about the death and rebirth of IT stems back to Nicholas Carr. Also: the problem of personalization at scale and the Dante's Inferno of ERP. Your whiffs include a brazen GDPR violation and the absurd cure to AI's problems."
crm  and  customer  experience  frictionless  enterprise  hits  misses  the  new  professional  it  as  a  service 
29 days ago by jonerp
Criticism of Salesforce’s border protection deal highlights the million dollar question around corporate activism
"Salesforce has been under fire over its contract with Customs and Border Protection, but the criticism serves to highlight the new complexities of corporate activism."
crm  and  customer  experience  diversity 
29 days ago by jonerp
SAP shows healthy Q2 FY 2018 cloud revs, ups outlook – a call with Luka Mucic, CFO
"SAP comes off Q2 FY2018 in good shape and with a healthy outlook but there are still plenty of questions it needs to answer."
brexit  cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  hcm  the  digital  future  of  work  earnings  report 
4 weeks ago by jonerp
TrustRadius challenges software vendors to be more transparent in sales and marketing – but how?
"My last debate with TrustRadius on the impact of peer reviews on B2B buyers was certainly interesting. But their data raised a question we need to answer: how can vendors make their sales and marketing more transparent - and relevant to buyers?"
analytics  planning  and  data  analysis  content  marketing  crm  customer  experience  digital 
4 weeks ago by jonerp
Can vendors like Workday, Salesforce ever get enough AI?
"As Salesforce buys Datorama and Workday acquires stories.bi, we ask can enterprise application vendors ever get enough AI in their product portfolios?"
As  Salesforce  buys  Datorama  and  Workday  acquires  stories.bi  we  ask  can  enterprise  application  vendors  ever  get  enough  AI  in  their  product  portfolios?analytics  planning  data  analysis  cloud  erp  financials  supply  chain  crm  customer  experience  future  of  work  machine  intelligence  user 
4 weeks ago by jonerp
Finance organizations are biggest digital transformation fans – three exemplars
"Fujitsu reckons finance is ahead of the industry pack when it comes to digital transformation and three use cases back up the point."
crm  and  customer  experience  digital  enterprise  in  the  real  world  financial  services  fintech  productivity  social  use  cases 
4 weeks ago by jonerp
Why customer experience is so elusive, and AI is even trickier – a chat with the implausible Esteban Kolsky
"Ever wanted to corner analyst Esteban Kolsky and ask him why he's such a grouchy, err, inspiration? Well, at Salesforce Connections, I did just that. Here's a boiled down version, focusing on the elusive problems of customer experience and AI that matters."
crm  and  customer  experience  service  management  machine  intelligence  ai 
4 weeks ago by jonerp
Are peer review sites impacting the large enterprise buyer? TrustRadius says yes
"The impact of peer review sites on B2B buyers is no longer debatable. But does that influence extend to the large enterprise? And is it fair to compare the role of analysts to the Kardashians? Those were some of the items I debated with the TrustRadius team."
crm  and  customer  experience  digital  transformation  -  frictionless  enterprise  user 
5 weeks ago by jonerp
Salesforce puts its money where its mouth is with $1 million pledge for families separated at the U.S. border
"Salesforce CEO Benioff moves to reassure staffers about the firm’s relationship with U.S. border agencies."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  diversity 
7 weeks ago by jonerp
Oracle’s cloudy “nothing burger” makes Wall Street suspicious
"Oracle turned in positive quarterly and full year numbers, but Wall Street got the vapors about a change in how earnings are reported."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  hcm  the  digital  future  of  work 
8 weeks ago by jonerp
Salesforce Connections 2018 – inside DoorDash’s plans to transform its customer support with AI
"For DoorDash, great customer support at high volumes is an absolute must. At Salesforce Connections 2018, I got their tips on migrating to Service Cloud, the impact of a 360 customer view, and what lies immediately ahead: Einstein service bots."
crm  and  customer  experience  service  management  e-commerce  machine  intelligence  ai  mobile  use  cases 
8 weeks ago by jonerp
Salesforce Connections 2018 – email marketing falls short without these email deliverability tactics
"One highlight of Salesforce Connections 2018 was a wonderfully practical session on getting email deliverability on pace with today's modern inbox. Beyond the tips, we heard about notable trends that will impact email engagement going forward."
analytics  planning  and  data  analysis  content  marketing  crm  customer  experience  digital 
8 weeks ago by jonerp
Adobe could be the next $10 billion software company
"Even while it was announcing its revenue, rival Salesforce was meeting with Marketing Cloud customers in Chicago at the Salesforce Connections conference, a move that presented an interesting juxtaposition between the two competitors. Both have a similar approach to the marketing side, while Salesforce concentrates on the customer including CRM and service components. Adobe differentiates itself with content, which shows up on the balance sheet as the majority of its revenue."
cloud  earnings  ecommerce  enterprise  adobe  customer  experience  management  marketing  subscription  model 
8 weeks ago by jonerp
Couchbase CEO on the balancing act of creating an engagement database that caters to all
"Matt Cain has uniquely positioned Couchbase as the ‘engagement database’ to enable digital transformation. But as CEO he is having to finely balance investment priorities."
analytics  planning  and  data  analysis  crm  customer  experience  devops  nosql  the  open  source  stack 
9 weeks ago by jonerp
Enterprise hits and misses – retail gets a digital report card and AI incrementalism gets a debate
"This week - retail gets a digital transformation checkup and the AI incrementalism debate is joined. Also: are lean, agile, and design thinking useful, or slick selling tools? Your whiffs include a close encounter with my LinkedIn doppelganger."
hits  and  misses  iot  robotics  ai  professional  services  retail  e-commerce  the  omni-channel  user  experience 
11 weeks ago by jonerp
Customer Understanding is Essential for Every Role
"When you say Lean Startup, many immediately think about MVPs-Minimum Viable Products. For developers, that is often the focus. But, as I’ve blogged about before, the essential element of Lean Startup is how those MVPs get created–by getting out and talking to customers and putting them at the center. Design thinking is very similar—using things like empathy maps, customer observation, and more to provide a path to better products."
go-to-market  customer  experience  understanding  design  thinking  lean  startup 
11 weeks ago by jonerp
Chasing the puck as HCM evolves – what Workday is seeing
"Are HCM practitioners keeping up with where the technology is headed? I asked Workday's HCM product chief Cristina Goldt for a real-world perspective"
analytics  planning  and  data  analysis  hcm  the  digital  future  of  work  productivity  spend  management  talent  user  experience 
11 weeks ago by jonerp
Ascend London 2018 – don’t fear GDPR compliance, embrace it says a lawyer
"Episerver's Peter Yeung provided a refreshing and uplifting view of GDPR. Not too shabby for a lawyer."
crm  and  customer  experience  digital  content  marketing  gdpr 
may 2018 by jonerp
Salesforce World Tour – Benioff calls for ‘GDPR-US’
"Salesforce CEO Marc Benioff reckons the time is ripe for U.S. data privacy laws akin to GDPR - and it’s not a sudden conversion to the cause."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  data  privacy 
may 2018 by jonerp
Rimini Street inks landmark partnership deal with Salesforce – a conversation with Seth Ravin
"Rimini Street's partnership with Salesforce for supporting the Salesforce Sales and Service Clouds is novel, opening up exciting opportunities for customers. We have the detail."
crm  and  customer  experience  service  management  it  professional  services 
may 2018 by jonerp
Designing the Digital Workplace for the End-to-End Employee Experience
"Thus I still see many too many workers that in their day-to-day jobs still have to focus on spending much of their time feeding their work systems manually, via import/export and numerous other means, cobbling together an ad hoc experience across dozens of apps, just to prepare to begin their jobs for the day, instead of focusing on the more strategic higher-order knowledge work at hand."
featured  posts  trends  &  concepts  digital  experience  transformation  workplace  the  enterprise  future  of  work 
may 2018 by jonerp
Connect18 – Salesforce CEO Marc Benioff on what happens next with MuleSoft
"With its acquisition of MuleSoft complete, Salesforce CEO Marc Benioff gave the audience at Connect 18 a taste of how things will change"
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  data  privacy  devops  nosql  the  open  source  stack 
may 2018 by jonerp
How TD Bank avoided data swamps and built their digital engine with Talend
"Talend Connect 2018 was fueled by a bold vision of modern architecture, IT cost reduction, and shifting legacy investments into something better. To pull it off, you need to turn your unwieldly data swamps into a engine for transformation. TD North provided some proof points."
analytics  planning  and  data  analysis  crm  customer  experience  devops  nosql  the  open  source  stack 
may 2018 by jonerp
Marketing Nation 2018 – CEO Steve Lucas outlines his platform for growth
"The Marketo boss outlines his vision of an ‘engagement platform’ that appeals to both marketing and sales professionals, at companies of all sizes."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  social 
may 2018 by jonerp
Rip and replace your RDBMS? No – build cloud apps instead. A chat with DataStax CEO Billy Bosworth
""Rip and replace your RDBMS" might make for a sexy headline, But DataStax CEO Billy Bosworth has a different agenda. Here's an update on DataStax's own CX shift - and how their customers build "right now" cloud apps."
crm  and  customer  experience  devops  nosql  the  open  source  stack  digital  transformation  -  frictionless  enterprise 
may 2018 by jonerp
Digital media disruptions 21 – why email newsletters rule and analyst days are lacking
"In this edition - the power of email newsletters, and the pitfalls ahead. Also: why analyst days fall short and the myths of influencer marketing. Facebook's stumbles bring privacy lessons."
content  marketing  crm  and  customer  experience  digital  social 
april 2018 by jonerp
SAP McDermott – “We are going to rebrand the whole CRM category!”
"Some thinly-disguised sabre-rattling in Salesforce's direction from SAP CEO Bill McDermott as he pitches plans to own the CRM market."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience 
april 2018 by jonerp
Zuora IPO and how subscriptions changed how we do business
Placing invention on top of invention leads to dramatic change in business. Zuora's IPO is an enlightening validation of the thesis.
crm  and  customer  experience 
april 2018 by jonerp
Dunnhumby on retail’s winners and losers - by @jonerp
"Can data science make the difference between winning and losing in retail? Dunnhumby's answer is yes - but with a big catch. You have to get the value proposition right. Their Retail Performance Index explains why."
crm  and  customer  experience  e-commerce  retail  the  omni-channel 
april 2018 by jonerp
Bed, Bath & Beyond – when you wish upon a digital vision…your share price collapses
Bed, Bath & Beyond's digital direction has been furnished with more detail, but it's still not clear whether this is a vision or a wish list...
analytics  planning  and  data  analysis  crm  customer  experience  digital  content  marketing  retail  e-commerce  the  omni-channel 
april 2018 by jonerp
Why progressive web apps are anything but boring – a retail view from Magento
"Mobile commerce has yet to achieve its potential, held back by app proliferation and consumer (dis)trust. Magento's Peter Sheldon thinks progressive web apps can change that."
crm  and  customer  experience  e-commerce  retail  the  omni-channel 
april 2018 by jonerp
GoDaddy influencer scoring with Nimble
"GoDaddy has a unique use case for Nimble - the discovery and assessment of both internal and external community influencers in micro-verticals. Here's their story."
analytics  planning  and  data  analysis  crm  customer  experience  digital  content  marketing  skills  training  use  cases 
april 2018 by jonerp
Enterprise hits and misses – data breaches, Facebook overreaches, and Microsoft Windows fades
"This week: data privacy in the crosshairs due to breaches, myopic legislation, and, of course, Facebook. Plus: Microsoft Windows does a sharp turn to slow fade. Customer service FAQ blowout, and whiffs-a-plenty."
crm  and  customer  experience  service  management  data  privacy  governing  identity  security  hits  misses 
april 2018 by jonerp
How City Furniture modernized its retail tech – and brought employees closer to customers
"Empowering store associates with technology is becoming a key strategy for retailers of all sizes. But for City Furniture, its legacy back-end was a big obstacle. Here's what it did about it."
crm  and  customer  experience  digital  enterprise  in  the  real  world  retail  e-commerce  omni-channel  use  cases 
april 2018 by jonerp
As marketing data proliferates, consumers should have more control
"As one journalist pointed out in the press event, this level of detail from the hotel is not something that would thrill him (beyond the electronic check-in). Yet there doesn’t seem to be a way to opt out of that data (unless you live in the EU and will be subject to GDPR rules"
cloud  enterprise  adobe  summit  2018  customer  experience  management  data  privacy  marketing 
april 2018 by jonerp
New Hudson’s Bay CEO – turnaround strategy was good, execution wasn’t
"The Hudson's Bay Company has had a turbulent year, but a new CEO's now in place and talking up the need to be creative around retail customers, online and offline."
crm  and  customer  experience  retail  e-commerce  the  omni-channel 
april 2018 by jonerp
Engage, monitor, improve – the virtuous cycle at the heart of the XaaS Effect - by @philww
"Continuous digital connection sets up a virtuous cycle of engage, monitor, improve at the heart of the XaaS Effect and the shift to Everything-as-a-Service"
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  digital  content  marketing  frictionless  enterprise 
march 2018 by jonerp
Finance and healthcare tower as Salesforce officially breaks $10 billion run rate - by @whostu
"Salesforce formally broke through its $10 billion revenue goal yesterday with financial services, healthcare and the EMEA region standing out as highlights."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  digital  content  marketing  financial  services  fintech  healthcare  transformation  iot  robotics  ai 
march 2018 by jonerp
“Digital innovator” GAP looks to data science to drive customers across retail channels - by @whostu
"Multi-channel, multi-brand customers spend up to ten times more than single channel, single brand ones, so understanding how to influence them is crucial at The GAP."
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  mobile  retail  e-commerce  omni-channel  social 
march 2018 by jonerp
Online as retail theater at Harrods
"When you're a top London tourist attraction as well as a store, doing online retailing right becomes a significant challenge."
analytics  planning  and  data  analysis  cloud  platforms  -  infrastructure  architecture  crm  customer  experience  digital  enterprise  in  the  real  world  retail  e-commerce  omni-channel 
february 2018 by jonerp
5 digital enterprise trends in the future of coaching networks (2/2) - by @philww
"Frictionless enterprise, digital collaboration, conversational/headless, APIs, AI - 5 digital enterprise trends converge in the future of coaching networks."
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  frictionless  enterprise  future  of  work  machine  intelligence  ai  user  experience 
february 2018 by jonerp
Throw out Generation Z stereotypes and make friends with Alexa – @NRFnews retail market insights - by @jonerp
"At NRF 2018, the retail apocalypse gave way to a more optimistic narrative. But as the data from NRF's consumer behavior panel showed, today's consumer has raised the bar. How can retailers close the expectation gap?"
crm  and  customer  experience  e-commerce  mobile  retail  the  omni-channel 
february 2018 by jonerp
Ding dong, digital calling! Why the Avon Lady badly needs a modernizing makeover - by @whostu
"Once upon a time the Avon Lady was a business innovation. Those days are gone and the 130 year old cosmetics giant badly needs a modernizing digital makeover."
analytics  planning  and  data  analysis  crm  customer  experience  productivity  retail  e-commerce  the  omni-channel 
february 2018 by jonerp
Pepsi lacks digital fizz in a disrupted retail sector - by @whostu
"Pepsi's not exactly tub-thumping its digital evangelism in the same way as Starbucks and McDonald's - and now is not the time for 'wait and see'."
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  retail  e-commerce  omni-channel  social 
february 2018 by jonerp
Digital media disruptions XX – Facebook elevates comments over shares + Alexa’s content future - by @jonerp
"In this edition – why Facebook's comments over shares News Feed change matters far beyond Facebook. How to tell the real influencers from the fakes, and: why brands should reckon with Alexa for content."
content  marketing  digital  and  iot  robotics  ai  user  experience  media 
february 2018 by jonerp
Built.io and Contentstack bring on the headless CMS experience - by @philww
"Built.io spinoff Contentstack provides a headless CMS to deliver adaptive content within a personalized, responsive and multi-channel digital experience."
crm  and  customer  experience  digital  content  marketing  ux  application  design 
february 2018 by jonerp
If we all hate adverts then why do we love Super Bowl adverts? - by @dahowlett
"Is it the end of the ad era? Some experts think so. This is an industry that needs reinvention."
analytics  planning  and  data  analysis  crm  customer  experience  advertising 
february 2018 by jonerp
Listen up! Why voice is calling loudest for digital transformation
"Dismiss voice-enabled business at your peril. There is much more going on behind the scenes if you keep an ear to the ground."
collaboration  sharing  and  digital  productivity  crm  customer  experience  future  of  work  iot  robotics  ai 
february 2018 by jonerp
Enterprise hits and misses – HR tech tries to get modern, while SAP gets Callidus - by @jonerp
"This week: HR tech tries to get modern, but gets trifurcated instead. And: the weak link in customer experience. SAP surprises and buy Callidus. Your whiffs include peacocks, banned by United."
crm  and  customer  experience  hcm  the  digital  future  of  work  hits  misses 
february 2018 by jonerp
IBM, SAP and more are making a new play for the middle office - by @philww
"After IBM invests in Apttus and SAP buys Callidus, enterprise middle office takes the limelight as an emerging intelligent automation market"
cloud  erp  financials  and  supply  chain  crm  customer  experience  frictionless  enterprise  machine  intelligence  ai  productivity 
january 2018 by jonerp
SAP Q4 FY2017 earnings – a call with Luka Mucic, CFO - by @dahowlett
"SAP didn't disappoint in its Q4 FY2017 numbers but then it didn't excite either. But there are still questions worth the asking. "
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  earnings  reports 
january 2018 by jonerp
SAP to acquire CallidusCloud, beefs out CX and LMS offerings - by @dahowlett
"SAP made a surprise acquisition in snagging CallidusCloud in a deal worth $2.4 billion. Here's my initial take."
crm  and  customer  experience  hcm  the  digital  future  of  work  productivity 
january 2018 by jonerp
Understanding the impact of Amazon Go innovations - by @dahowlett
"Amazon Go attracted plenty of attention but there is more than the superficial experience to contemplate."
analytics  planning  and  data  analysis  crm  customer  experience  frictionless  enterprise  retail  e-commerce  the  omni-channel 
january 2018 by jonerp
World Economic Forum 2018 – why trust has to be valued higher than growth in the 4IR - by @whostu
"If anything is more important than trust in your corporate values heirarchy, then you're in trouble. But what is trust? Important debate at the World Economic Forum."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  digital  government  public  services  future  of  work  iot  robotics  ai  regulation 
january 2018 by jonerp
Differentiation by platform – the Oracle and Salesforce approaches - by @denispombriant
"Salesforce and Oracle are emerging as leading competitive platform plays. Here is an outline of what it means."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience 
january 2018 by jonerp
NRF 2018 preview – retail demos will show if AI and augmented reality are ready for prime time - by @jonerp
"Not all retail demos are created equal. Here's a couple of recent faves that show how AI and augmented reality can make the retail experience better - and help retailers compete."
e-commerce  mobile  retail  and  the  omni-channel  user  experience 
january 2018 by jonerp
How to get a halfway decent tech news Flash Briefing from Alexa – tips for enterprise readers - by @jonerp
"Getting a semi-decent personalized tech briefing out of Amazon Alexa is a project. Here's an illustrated look at how I did mine - and how enterprise readers should approach it. Plenty of heachache-saving tips included."
mobile  user  experience  ux  and  application  design  media 
january 2018 by jonerp
Data capitalism, digital government and the empowered subscriber - by @philww
"Is our future bright or dark in an era of data capitalism? Digital government has a pivotal role in turning citizens into tomorrow's empowered subscribers."
crm  and  customer  experience  digital  government  public  services  transformation  -  frictionless  enterprise  identity  machine  intelligence  ai 
january 2018 by jonerp
The socially mediated addiction economy needs a reset - by @denispombriant
"Facebook led the way in facing a social media backlash in 2017. This year promises to be no better as people wake up to the impact of the addiction economy."
crm  and  customer  experience 
january 2018 by jonerp
Retail and AI in 2018 – can Reflektion help solve retail’s personalization challenges? - by @jonerp
"How real-time can personalization get? What does AI have to offer retailers? And is there a purchase conversion impact? Here's what I learned from Reflektion."
analytics  planning  and  data  analysis  crm  customer  experience  e-commerce  retail  the  omni-channel 
january 2018 by jonerp
GDPR – aggression, blame-shifting and obfuscation ahead?
"SugarCRM CEO Larry Augustin welcomes GDPR, but the side-effects may be grim, he says."
crm  and  customer  experience  data  privacy  digital  content  marketing  government  public  services  open  source  regulation 
december 2017 by jonerp
diginomica 2017 – the year according to Dennis - by @dahowlett
"2017 is almost at an end; 2018 is around the corner. In the second of our annual reviews of the highlights of the year, Dennis Howlett offers his personal picks of the best of diginomica 2017. Customer stories feature heavily."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  digital  enterprise  in  the  real  world  transformation  frictionless  governing  identity  privacy  security  hcm  future  of  work  iot  robotics  ai  retail  e-commerce  omni-channel  new  professional  it  as  a  service  ux  application  design  blockchain 
december 2017 by jonerp
Oracle hit as Wall Street’s greedy appetite for cloud cash isn’t sated - by @whostu
"Oracle handed in some strong quarterly numbers yesterday, but Wall Street sent the share price down as its appetite for cloud growth wasn't fed."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  digital  government  public  services  hcm  the  future  of  work 
december 2017 by jonerp
Urgency and the Buying Process - by @barnes_hank
"There are 4 categories of urgency that come to mind for me–in order of opportunity value for a provider being legitimately considered.

Buyer Acknowledged Urgency – This is a situation where they buyer understands and is committed to change. I spoke to one company in the recent past who made a decision to purchase an employee performance management system in 4 days! How/Why? Because their board mandated that a system be in place by the start of the new year. If not, the repercussions would be significant. These are often the source of “bluebirds” and your best approach, once you know the customer has this urgency, is to make it as easy as possible for them to buy. And quickly."
go-to-market  buying  cycle  customer  experience  marketing  effectiveness  messaging  sales  urgency 
december 2017 by jonerp
How content became the crowning digital disruptor achievement for Netflix - by @whostu
"Netflix has disrupted the broadcast TV industry and now has its sights on the movie business. Chief Content Officer Ted Sarandos talks through the challenges ahead."
content  marketing  digital  and  enterprise  in  the  real  world  user  experience 
december 2017 by jonerp
Enterprise hits and misses – Black Friday gets a retail assessment, B2B buyers face a dichotomy - by @jonerpy
"This week: Black Friday and Cyber Monday are in the books - we glean insights from the chaos. Plus: B2B buyers face a dichotomy - why technology buying remains a conundrum. Your whiffs include Twitter potshots, breaches, and an unfair/hilarious video about Millennials."
crm  and  customer  experience  hits  misses  retail  e-commerce  the  omni-channel 
november 2017 by jonerp
ServiceNow CMO – ‘We aren’t a cloud system of record, we’re a cloud system of action’ - by @derek_dupreez
"Cloud vendor ServiceNow has historically struggled to define itself in a market where HR, CRM and ERP rule - but that’s changing."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  it  service  management  the  new  professional  as  a 
november 2017 by jonerp
How much can you really trust user-generated content? - by @bmosherzinck
"User-generated content that advocates for brands is all the rage. But how willing are consumers to do it? And are we on a slippery branded slope? We analyze examples and data from SproutSocial."
content  marketing  digital  and  user  experience 
november 2017 by jonerp
Embedding apps in Quip is huge for Salesforce – here’s why - by @philww
"In a video interview at Dreamforce, I explain why embedding apps in Quip advances Salesforce in enterprise collaboration and conversational computing."
collaboration  sharing  and  digital  productivity  crm  customer  experience  frictionless  enterprise 
november 2017 by jonerp
Digital transformation may be overhyped, but so is business as usual – with Brian Solis - by @jonerp
"I usually dread the next digital transformation report to land in my inbox. But it's different when I hear from Brian Solis of Altimeter Group. Here's our latest back and forth - with some surprising data to chew on."
crm  and  customer  experience  digital  transformation  -  frictionless  enterprise 
november 2017 by jonerp
The Power of (Product) Moments - by @barnes_hank
"Wow experiences are scalable when they are ingrained in the product and service design. Rather than being random acts of “wow”, they become fundamental to the delivery. Since they are designed in the product they may not be totally unexpected, but they’ll still be appreciated."
go-to-market  customer  experience  cx  design  thinking  effortless  moments  of  truth  product  service 
november 2017 by jonerp
Dreamforce 2017 – a black swan puzzle to be decoded - by @denispombriant
"Attempting to predict the thrust of Dreamforce 2017 means understanding the mind of Marc Benioff and the black swan that is Salesforce. Here's one attempt."
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  event  reports 
october 2017 by jonerp
Enterprise hits and misses – conversational UIs vs vendor lock-in, algorithms vs privacy - by @jonerp
"This week - can conversational UIs smash walled gardens? Or will they lead to a new phase of vendor lock-in? Plus: Google and Facebook and their algorithmic foraging. And, of course, your whiffs."
hits  and  misses  mobile  user  experience  ux  application  design 
october 2017 by jonerp
Conversational UI and the walled gardens of mobile and social - by @philww
"Conversational UI cuts across the walled gardens of mobile and social to restore an open Web, but risks new vendor lock-in to restrict customer choice."
machine  intelligence  and  ai  user  experience 
october 2017 by jonerp
Not just bubble wrap – Sealed Air aims to sell knowledge with SAP Hybris - by @derek_dupreez
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Not just bubble wrap – Sealed Air aims to sell knowledge with SAP Hybris Derek du Preez
4:21am
Not just bubble wrap – Sealed Air aims to sell knowledge with SAP Hybris
Today, October 18th 4:21am
· Derek du Preez
· cloud platforms - infrastructure and architecture
crm and customer experience
digital enterprise in the real world
e-commerce
retail e-commerce and the omni-channel
use cases

Naveen Kandasami, global IT executive director at Sealed Air, explains how the company is standardising and transforming with SAP Hybris."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  digital  enterprise  in  the  real  world  e-commerce  retail  omni-channel  use  cases 
october 2017 by jonerp
“Customer experience is only as good as your weakest link” – talking retail with SAP Hybris - by @jonerp
"Customer experience is easily broken. But will AI, voice and bots make a difference? Not if we take a "tools will save us" mentality, says Bernard Chung of SAP Hybris."
crm  and  customer  experience  e-commerce  identity  retail  the  omni-channel 
october 2017 by jonerp
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