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...
Recently, Oracle and Microsoft jointly announced a cooperative pact to interoperate several of each other’s products to support Bing searches and other applications. The questions I have include whether this is significant and, if so, what it says about the future of CRM
Navigating the transition from CRM 2.0 to CRM 3.0 requires a focus on ethics and proactive problem-solving, paralleling trends in modern medicine. Some CRM vendors, like Salesforce, are trying to instill the idea
Last week, I was all over Oracle Cloud Infrastructure (OCI) like a junkyard dog. In the quarter-mile race that is the software industry, I have to say that from a standing start, Oracle has done quite well
Salesforce is coming very close to being able to say that regardless of what incumbent software vendors are already in a business's portfolio, Salesforce should be there, too
What’s been missing in the losing contest against "bad social" has been an ability to chase down misinformation to the root and to overpower it with truth. That’s exactly what AI can do
A preview of Oracle's CloudWorld, exploring AI advancements, kinetic data, and how emerging tech could reshape industries and create new opportunities
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
The latest entry-level offering that provides all-in-one functionality is called Salesforce Starter. It seems like a good first step for a small business, but especially for small businesses that want to get large
Last week's announcements from Oracle mark a revolution in hardware unseen since the standardization of the PC, making hardware sexy again
When something doesn’t work out, for whatever reason, it’s essential for the customer to be able to disengage cleanly. If some businesses can’t make that model work, well, that’s all part of creative destruction, and they need to fail
This is the year everything CRM changes, thanks to AI. It's going to take some time to absorb something as powerful and manifold as AI, and we shouldn't expect instant change. That's why I'm sticking my neck out to say that understanding AI might just be the work of a generation
Examining the transition from the CRM-dominated tech landscape to a future shaped by AI, let's navigate the challenges, security concerns, and opportunities that lie ahead
The Trusted AI Layer that Salesforce is aggressively building and deploying is significantly different from the AI and large learning model (LLM) approach that much of the industry relies on today
Salesforce's new 'Trusted' AI Cloud may aim for security and extensibility, but real value lies in the pursuit of precision in modern CRM
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https://www.crmbuyer.com/story/cx-center-stage-at-oracle-cloudworld-177115.html
CX Center Stage at Oracle CloudWorld
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New Sweetwater CEO Amplifies Vision for Music Retail
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https://www.crmbuyer.com/story/is-generative-ai-the-next-big-cx-thing-despite-its-risks-177049.html
Is Generative AI the Next Big CX Thing Despite Its Risks?
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https://www.crmbuyer.com/story/customer-analytics-now-a-pivotal-piece-of-the-retail-sales-puzzle-177486.html
Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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https://www.crmbuyer.com/story/marketers-texting-schedule-can-make-or-break-consumer-engagement-177813.html
Marketers’ Texting Schedule Can Make or Break Consumer Engagement
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Subscription Sales Spur Superior Selling
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https://www.crmbuyer.com/story/customer-commerce-offers-smbs-an-e-commerce-path-to-better-cx-177820.html
Customer Commerce Offers SMBs an E-Commerce Path to Better CX
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https://www.crmbuyer.com/story/the-price-retailers-pay-for-flawed-product-information-177772.html
The Price Retailers Pay for Flawed Product Information
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https://www.crmbuyer.com/story/ai-is-already-at-a-tipping-point-177117.html
AI Is Already at a Tipping Point
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