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INSIGHTS

A New Era of Customer Service

Toward the end of last year, I was a guest on one of Paul Greenberg’s and Brent Leary’s shows on their new streaming network, PPN. There’s a lot of CRM content there, naturally, and I am always amazed at how they can coax executives from competing vendors to discuss big ideas and be nice to each other ...

ANALYSIS

AI’s Breakout Year?

What was that? Obviously, that was 2023, which is now conveniently receding in the rearview ...

INSIGHTS

Landing Intelligent Customer Service

What a difference a decade makes. It seems only about that long ago that vendors were wrestling with providing the rudiments of automated triage for customer service. It was not often pretty, but they kept at it. Good thing, too ...

INSIGHTS

CRM’s AI Singularity

Recently, Oracle and Microsoft jointly announced a cooperative pact to interoperate several of each other’s products to support Bing searches and other applications. This collaboration is not their first, but it is the biggest. The questions I have include whether this is significant and, if so, what it says about the future of CRM ...

INSIGHTS

Dr. Salesforce

There’s a changing of the guard going on in medicine that may be barely evident to most of us, but I suspect this change is simply part of the zeitgeist or tenor of the times and that nearly every aspect of our lives will be impacted by it, even in CRM ...

INSIGHTS

Beyond AI at CloudWorld

I have been a gearhead forever. I am not talking about a certain affection for the short-block V8 either, though I suspect it all comes from the same root cause. The tech space is a whole gearhead ecosystem, just made for people like you and me ...

OPINION

AI Is Already at a Tipping Point

Even at this early point in the AI era, we may be seeing a divergence. On one side, we can easily see vendors bending over backward to deliver ethical AI apps and services, and on the other, a real conundrum. I am not an expert on anything, including AI, but I analyze things and report on what I see ...

CX Center Stage at Oracle CloudWorld

Oracle CloudWorld happens this week in Las Vegas, and there will be lots of product announcements covering many things we don’t necessarily or directly care about in CRM. That used to be truer than it is now because, over the last few years, the software industry has been converging on its own singularity ...

INSIGHTS

Einstein 1 and the Big Shift

One of the knocks against Salesforce about a year ago was how it had bought up a number of companies and had not (yet) done a good job of integrating them. Sharks were circling, and private equity investors were offering free advice about how the company could help them become even richer ...

INSIGHTS

Hope May Have Landed at Dreamforce

Maybe it's just me, but I doubt it. Many people are upset with how social media rolled out and took over too many brains in Western civilization ...

INSIGHTS

A Look Ahead at Oracle CloudWorld

Oracle kicks off CloudWorld in Las Vegas next week. While I am neutral on Las Vegas as a destination, it was plain to see 10 years ago that having both CloudWorld and Dreamforce in San Francisco in the span of roughly a month was asking a lot of the city ...

INSIGHTS

Dreamforce Continues With Spotlight on AI

Salesforce tees up Dreamforce 2023 in San Francisco next week. While it's a reincarnation of past events that took place without facemasks, much has changed in the last few years, both for the company and almost everything else in our culture. Some good, some not so much ...

INSIGHTS

Salesforce Starter Is Integral To Cover the CRM Waterfront

Salesforce's secret weapon has always been an all-out effort to appeal to every stratum of the market. Whether with small businesses or enterprise-level organizations, they position themselves as a solution. They also cover major industry sectors, including finance and health care, to give a sense of breadth ...

INSIGHTS

Oracle Advances

We are soooo not in Kansas anymore ...

INSIGHTS

Customer Retention by Extraordinary Means Is Not CRM

As we contemplate what's next in CRM from such innovations as the rapid assimilation of artificial intelligence, it's good to consider where we've been and human nature. These two concerns overlap, and not necessarily in a good way ...

INSIGHTS

This Might Take a While

This is the year everything CRM changes, thanks to AI ...

INSIGHTS

From CRM Present to AI Future

Wedbush Securities analyst Dan Ives recently told Seeking Alpha that the influx of AI into the software industry was reminiscent of the 1990s, calling it a 1995 moment. As an investor, Ives seemed to be looking at the eruption in share values of almost any software company getting involved with AI ...

INSIGHTS

Salesforce’s Trusted AI Layer Makes Sense After All

You might recall that one of ChatGPT's parlor games early on was to write something in someone else's style. Shakespearian sonnet? No problema! A CRM paper in the style of Denis Pombriant? Good luck with that But seriously, that's a problem because I get paid to analyze and wr...

INSIGHTS

Trusted Gen AI Is Wide of the Mark

Salesforce last week in Chicago announced its AI Cloud during Connections, its marketing conference. AI Cloud incorporates many aspects of ChatGPT, and the moniker is all over the offerings as in Einstein GPT or, more formally, Einstein GPT Trust Layer ...

INSIGHTS

Redefining Data Through the Essence of Information

Salesforce's Tableau held its user conference in Las Vegas this week, where it made several announcements designed to improve performance and usability. It also announced a ChatGPT version, Tableau GPT, and Tableau Pulse, analytics personalized to user needs ...

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