Tagged - CXM

2020 CIO Priorities Report

If we are to realize the business value through the adoption of emerging technologies, CIOs must address significant challenges. We believe addressing these challenges...

Salesforce Rolls Out Customer 360 Truth to Better Tackle Data and Identity

Salesforce recently announced during Dreamforce 2019 the introduction of Customer 360 Truth. The product aims to stitch together customer information from marketing,...

SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery

SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience –...

SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities

SugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good...

Salesforce Broadens Its Vertical Strategy With Dedicated Manufacturing and Consumer Goods Clouds

Salesforce recently announced the introduction of two new vertical-specialized solutions: Consumer Goods Cloud and Manufacturing Cloud. The introduction is a clear signal...

Salesforce Looks to Go Further in the Field by Announcing Acquisition of Field Service Vendor ClickSoftware

ClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM)...

Conversational Coaching Was Introduced at Dreamforce 2019 – But Can Salesforce Leapfrog Innovative Entrants in the Space?

Using natural language processing on call recordings and providing automated sales coaching insights has been an area of intense interest with many players in the market...

Salesforce Debuts a New Conversational UI at Dreamforce 2019 – But Will It Speak to End Users?

Conversational UIs allow users to interact naturally with applications. Salesforce recently made a foray into the space with its Einstein Voice Assistant solution.

Amazon and Salesforce Join Forces to Improve Their Contact Center Value Propositions

Salesforce is a juggernaut in the customer experience solution space – at Dreamforce 2019, it announced a strategic partnership with Amazon to bolster their respective...

Conversational UI Is the Talk of Oracle OpenWorld 2019

Conversational user interfaces (UIs) aim to replace traditional point-and-click user interfaces with natural language touchpoints. At OpenWorld 2019, Oracle announced...
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