Public sector adoption drives ServiceNow through a quarter that saw subscription billings grow 26% year-on-year.
Companies need to earn back lost trust in order to succeed with personalisation, says Salesforce's Tiffani Bova.
Performance management is a topic that makes me wary. KPIs can dampen employee morale. But at NICE Interactions 2019, MAPFRE's Jeremy McKechnie told me a radically different story. He also weighed in on Predictive Behavioral Routing.
I wasn't sure what to expect from NICE Interactions. What I got was a memorable show that raised provocative questions. Customers like MoneyGram made a vivid case for call center transformation - plenty to debate and analyze here.
In an exclusive interview Qualtrics CEO Ryan Smith and SAP's Adaire Fox-Martin explain the software giant's new mission as a system of action for customers
Can SAP pull off a doubling or more of its current market valuation? McDermott is making the case but it is hard to see how the numbers stack up.
Bed, Bath & Beyond's omni-channel transformation needs more proof points as "detached from reality" management comes under fire
Activist investors are circling the CEO and management team at Bed, Bath & Beyond, with the retailer still moving too slowly on omni-channel transformation.
Zoholics 2019 show review - assessing Zoho's big market play and learning from Zoho Analytics customers
At the end of Zoholics day two, the big story remained the same: the rise of Zoho One. But the context deepened - from software pricing disillusionment to the need for savvy partners. Zoho Analytics stories resonated.
Unilever is using Google Cloud to help it create 1 billion one-to-one relationships with its consumers
We speak to Alex Owens, VP Global People Data Centres at Unilever, about how the company is using Google Cloud to better target its consumers.
ASOS half-year profits collapsed by 87%, but CEO Nick Beighton takes a long term view for the e-tailer.
Zoholics 2019 review - Zoho One customer Purolite shares lessons on cloud adoption and adapting to change
Zoholics 2019 was a milestone event for Zoho, with important product announcements - and an upstart challenge to new rivals. Early highlights include these four lessons on cloud software transitions from Zoho One customer Purolite.
Kurt Marko offers his analysis of the announcements coming out of Google Cloud Next and the performance of new head honcho, Thomas Kurian.
Embedding of speech analytics into the contact centre process at the UK’s largest share registration specialist is starting to deliver real returns.