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Denis Pombriant
Adaptive Intelligent Applications
01/18/17 5:00 AM PT | CRM Buyer | 732 Words

At OpenWorld, Oracle jumped into the artificial intelligence and machine learning space for its customer experience products (aka customer relationship management)...

Richard Adhikari
Clarabridge Delivers Retail Banking Package
01/17/17 1:13 PM PT | CRM Buyer | 552 Words

Both Salesforce and Microsoft Dynamics released their platforms for retail banking back in 2014, and "each of these larger companies has put a lot of investment into banking," noted Denis Pombriant, principal at Beagle Research.

"And don't forget Vlocity, a Salesforce partner,"...

Denis Pombriant
Oracle's Cloud Strategy: A Fine Balance
01/11/17 3:24 PM PT | CRM Buyer | 932 Words

Oracle recently held a call for analysts to discuss its results for the last quarter, and there were multiple bright...

Denis Pombriant
Customer Service Takes a Turn
01/04/17 3:17 PM PT | CRM Buyer | 625 Words

There's an interesting article about customer service agents in the latest Harvard Business Review , authored by Matthew Dixon and associates...

Denis Pombriant
Looking Forward
12/13/16 10:26 AM PT | CRM Buyer | 836 Words

Traditionally in this year-end piece, I peer into my cloudy crystal ball and forecast the year ahead in CRM . Sometimes...

Denis Pombriant
2016: The Year in Review
12/06/16 11:45 AM PT | CRM Buyer | 792 Words

This year will go down as an important turning point in CRM . For the last decade and a half, we've...

Denis Pombriant
Qualitative Data - the Other Stuff
12/02/16 10:03 AM PT | CRM Buyer | 797 Words

We've become obsessed with big data and analyzing it, though sometimes I think we get in our own way. The issue...

Denis Pombriant
Fact-Checking Social Content
12/01/16 5:00 AM PT | CRM Buyer | 440 Words

An opinion piece published this week in The New York Times gets something exactly wrong. In " Facebook Shouldn't Fact-Check ,"...

Denis Pombriant
Service in the IoT Era
11/29/16 5:00 AM PT | CRM Buyer | 715 Words

Oracle recently announced a new connection between its Service and IoT clouds. That makes total sense to me. I bet...

Denis Pombriant
New Subscription Economy Index Is an Eye Opener
11/23/16 9:00 AM PT | CRM Buyer | 562 Words

Since its founding in 2007, Zuora has been the champion of the subscription economy, as a differentiator for companies that sell...

Denis Pombriant
Signs and Symptoms
11/16/16 12:46 PM PT | CRM Buyer | 814 Words

It's been a rough couple of months, and we should talk about something fun and not political, but CRM-centric. I know!...

Denis Pombriant
Engagement and Loyalty
11/09/16 3:17 PM PT | CRM Buyer | 817 Words

I've been writing about customer loyalty a lot -- and not just to sell my book, though you can buy it...

Denis Pombriant
Microsoft Rebrands
11/02/16 3:05 PM PT | CRM Buyer | 618 Words

Microsoft recently rebranded its business software offerings and the effect largely has been positive. Still, it must be emphasized that the...

Denis Pombriant
Should Salesforce Buy NetSuite?
10/29/16 10:35 AM PT | CRM Buyer | 523 Words

The recently released spreadsheet hacked from Salesforce board member Colin Powell's email names multiple companies that Salesforce was at least considering...

Denis Pombriant
The End of Marketing
10/27/16 3:44 PM PT | CRM Buyer | 660 Words

This is going to be political but you won't be able to tell which side I'm on (if you choose to...

Richard Adhikari
Salesforce Releases Texting Customer Service Chatbot
12/14/16 11:31 AM PT | CRM Buyer | 593 Words

However, chatbots "only do part of the job," remarked Denis Pombriant, principal at Beagle Research.

"At some point, you'll need to involve humans to do what machines or bots still can't," he told CRM Buyer.

LiveMessage both uses chatbots and...

Richard Adhikari
Salesforce Sets Up Lightning Community to Zap Competition
11/08/16 10:29 AM PT | CRM Buyer | 566 Words

PRM at a New Level
"This looks like conventional partner relationship management on some recreational drug, which is a good thing," said Denis Pombriant, principal at Beagle Research.

The PRM space has been fragmented for a long time because...

Richard Adhikari
Many Customers Aren't on Board With Self-Service Trend
11/01/16 10:06 AM PT | CRM Buyer | 669 Words

Survey Questions
"There's a lot left unsaid here, and I'm not sure the methodology used in the survey was valid," said Denis Pombriant, managing principal at Beagle Research. "What's the demographic breakdown of this survey?"

People using and advocating...

Denis Pombriant
Beginning of a Paradigm
09/04/14 8:40 PM PT | CRM Buyer | 927 Words

I've been following the wearables space with great interest over the last year, from the first steps of products like Fitbit...

Denis Pombriant
Customer Experience Guru Joe Pine: Authenticity Is the New Quality
01/09/08 4:00 AM PT | CRM Buyer | 2044 Words

Denis Pombriant: You and your writing partner James Gilmore have been responsible for introducing some important ideas into the business world, like mass customization and the experience economy. How do you come up with ideas like that?

Joe Pine: Basically, we...

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