A new Forrester survey commissioned by Capgemini, Salesforce, and MuleSoft reveals companies face the same recurring customer experience (CX) struggles. They lack an integrated single source of truth for customer data and are strapped with subpar personalization capabilities...
With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk. Relationship r...
Commerce analysts do not see consumers shedding their newfound buying options in the wake of a post-pandemic marketplace. Concerns for health safety, social distancing, and remote working will remain priorities for many shoppers. Merchants who demonstrate that they are able to quickly get products t...
Companies have shifted their analytics efforts from consumer-focused processes to operations, according to the results of a survey released last week by Capgemini. Seventy percent of 600 executives at companies in the United States, Europe and China said they focused more on operational analysis, an...
If you dislike your insurance company, you are not alone: Worldwide, less than 30 percent of consumers have positive experiences in dealing with their insurers, according to Capgemini's World Insurance Report 2015. North America saw the largest decline in satisfaction -- 8.3 percentage points. Capg...
Companies considering CRM systems often view them as a way to improve customer satisfaction and retention, boost sales and accelerate employee productivity. However, as with many technology-enabled business process, success is a complicated and interdependent proposition. When companies are winning...
Information technology experts warn that lingering security issues are making Radio Frequency Identification, or RFID, another uncontrolled tool for identity theft. RFID is an old inventory control technology that is quietly being deployed throughout business and industry to track everything from pe...
South America and Central America are increasingly becoming popular destinations for information technology outsourcing -- whether it is offshore, nearshore or even "rightshore." "Central and South American countries are improving on outsourcing competitiveness," said Mark Minevich, international st...
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Bigeye’s Dependency-Driven Monitoring Boosts Reliability of CRM Data
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