Salesforce Data Cloud expands the value of Customer 360
CX-Create
March 27, 2023
This report aims to stimulate more strategic discussions, especially at the board level, that go beyond narrow departmental thinking, and to explore the role of Data Cloud, as companies strive to differentiate and foster profitable growth through more meaningful and relevant customer engagement and reliably positive experiences.
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Tags: Customer Experience
Zoho - Regenerative Capitalism at Work
CX-Create
March 13, 2023
It’s not every day that one gets kissed by an elephant, but on my final day, I was blessed with one from a huge Indian Elephant at Nellaiappar Temple, Tirunelveli, about half an hour outside Chennai. I felt the warmth of its breath and a slight tickle of whiskers as the noble creature anointed my head. While that was an extraordinary honor, being invited to see Zoho behind the curtains in India for the Truly Zoho 23 tour with fourteen other fellow analysts and several customers surpassed it.
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Tags: Customer Experience
The path less traveled
CX-Create
March 02, 2023
The downloadable report that you can read (no subscription required), was written in late 2022. It was inspired by what fellow industry analysts and I heard last summer at Zoho’s analyst summit in Austin, Texas. Since then, I had the privilege and pleasure to spend ten days at Zoho’s campus in Chennai, India, and at one of the schools and the farm in rural Tenkasi. The trip, entitled: Truly Zoho, gave us all the opportunity to experience Zoho people firsthand.
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Tags: Customer Experience, Sustainability
Salesforce Easy simplifies consumption choice
CX-Create
December 22, 2022
Making it easier for small businesses and outlying teams in large organizations to get on board with Customer 360 at their own pace
Salesforce announced Salesforce Easy at Dreamforce 2022. It provides a new way of consuming CRM built on the Customer 360 Platform. The design goals were to make it easier for small businesses or teams in larger organizations to adopt CRM at their own pace via self-service and without the need for an implementation partner.
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Tags: Customer Experience
Four communications industry trailblazers accelerate the monetization of 5G and Edge
CX Create
September 06, 2021
Following on from my report Oracle gives startups a big lift and a boost for continuous innovation I’ve had the pleasure of interviewing four Startups that have taken full advantage of the Oracle for Startups program. And this month the theme is Communications – and specifically, 5G and edge with a liberal sprinkling of cloud native thrown in.
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Tags: Innovation, Startups, 5G
Aarna Networks
CX Create
September 06, 2021
Aarna Networks eliminates the complexity associated with 5G and Edge networks. 5G and Edge bring exponential complexity to the communications network and edge computing application environment. To address this, Aarna Networks has developed a cloud native Multi Cluster Orchestration Platform (AMCOP). Its purpose is to orchestrate, manage the lifecycle and provide control loop automation for 5G network services and edge computing applications in B2B settings. This will be of great interest to large manufacturers moving to Industry 4.0 levels of real-time automation.
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Tags: Innovation, Startups, 5G
B-Yond
CX Create
September 06, 2021
B-Yond is an exciting and innovative business providing a critical solution for communications services providers (CSPs), enabling them to accelerate time-to-market for new 5G and Edge services and intelligently augment CI/CD with Machine Learning (ML) to enhance reliability and fitness for purpose.
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Tags: Innovation, Startups, 5G
JALA GROUP GLOBAL DIGITAL COMMUNICATIONS
CX Create
September 06, 2021
Jala Group is another exciting new UK-based startup supported by the Oracle for Startups program. Later this year it will be launching First Impressions, its 5G-in-a-box platform for small and medium-sized businesses. Have a look at the report below, that is free to download, to find out more.
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Tags: Innovation, Startups, 5G
SiteSee
CX Create
September 06, 2021
SiteSee is another innovative startup supported by the Oracle for Startups program. Providing AI and drone-enabled remote site inspection of infrastructure assets such as cell towers. Without the need for onsite and often hazardous site audits.
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Tags: Innovation, Startups, 5G
How to crack customer profitability analysis
MyCostumer
August 13, 2021
Customer profitability analysis provides a method to help firms see and understand the profitability of their customers - and though it can be tough to do, it is certainly worthwhile.
Apart from the financial services industry, profiling customer profit contribution or potential for profit at the individual level is rarely practiced. Modern accountancy practice doesn’t demand this knowledge and most marketing or CRM practitioners are unsure how to go about it.
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Tags: Customer Experience, CRM
Zoho’s vision and cultural values give it a development edge, and price advantage
CX Create
July 27, 2021
ere’s a little excerpt from a detailed report, I wrote following detailed analyst briefings from Zoho’s leadership team. I’ve picked this out as I believe and certainly hope, that after this damn pandemic is over we genuinely will build back better.
It touches on values and while everyone talks about social responsibility and humanistic values, Zoho does it for real. A genuine exemplar of ethical business, which works for everyone – the customer, employees, the local communities, and much more besides.
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Tags: Startups, Culture, 5G
Which companies do CX well?
LinkedIn
June 20, 2021
In my research into customer experience over the last few years, I've been struck by how few companies seem able to consistently deliver a positive customer experience that adds value to the customer, and as a result, keeps them coming back for more.
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Tags: Customer Experience, Leadership, Business Strategy
CRM can stunt your growth
CX Create
March 16, 2021
I was reminded in Bob Evans’ March 4 Cloud Wars article: Smash. Reimagine. Optimize. that the language we use to define technologies can seriously stunt your growth. It can obscure creativity and constrain thinking. In the article, Evans took aim at the acronym ERP. So loaded with baggage from the 1990s, expensive, inflexible, and taking years to implement. A world away from modern cloud ERP platforms from Oracle, SAP, and others, that are inherently flexible, adaptive, and massively transformational. Especially when it comes to developing an operational digital backbone on which to build a successful business.
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Tags: Customer Experience, CRM
Microsoft Mesh – a future of immersive collaboration
CX Create
March 11, 2021
The first week of March gave us Microsoft Ignite, the online conference highlighting major developments by the company. The opening keynote by CEO, Satya Nadella, provided five predictions for the coming years, outlined below, that will shape how we work, collaborate and invent. He offered an optimistic view of the world coming together and sharing in economic success by being able to contribute without limitations. Technology as a force for good, not least saving the planet. Encouraging stuff.
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Tags: AI, Customer Experience, Innovation
Zoho celebrates 25 years with a vision of the future
CX Create
March 01, 2021
Zoho is a remarkable company led by remarkable people who see the world through compassionate eyes. Over two days in the last week of February 2021, in the virtual company of fellow industry analysts, we got to see behind the scenes of this fiercely independent vendor. Despite the massive technological changes over the last quarter-century, Zoho has kept true to its philosophy and enduring values and offers a compelling vision for the future. A future of ethical and inclusive capitalism.
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Tags: Customer Experience, COVID19
The Customer Engagement Platform – part 2: Anatomy
CX Create
February 19, 2021
In part one, the beginnings, I traced the emergence of the Customer Engagement Platform (CEP). It’s an evolution from CRM as a system of record to a platform that still provides all the functional support but offers so much more. An effective CEP has the ability to orchestrate relevance dynamically throughout all customer interaction journeys. So what is under the CEP’s hood?
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Tags: Customer Experience, Management, RPA
New value disciplines must be mastered for the digital age
CX Create
February 04, 2021
The current business environment can be described as extreme Darwinism. This Covid-19 pandemic has made that more obvious. The time available to adapt to compete successfully for customers has narrowed.
The speed of technological innovation accelerates apace and raises the bar on customer expectations. Throw the pandemic into the mix, and it is little wonder that having scrambled to support employees remotely, many firms are caught in the oncoming headlights cast by the unfolding chaos
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Tags: AR/VR, Customer Experience, Innovation
Joined-up thinking behind a common purpose is essential to navigate toward the post-pandemic world
LinkedIn
July 21, 2020
The Covid-19 pandemic has served as a wake-up call for most enterprises and laid bare the critically urgent need for operational resilience and flexibility to keep businesses alive and to cope with employee and customer anxieties.
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Tags: Customer Experience, COVID19
With the Now Platform, ServiceNow brings the Service Profit Chain to life
LinkedIn
July 21, 2020
Old ideas are, at last, gaining traction. The service-profit chain is one such idea. In their 1997 book, aptly named, The Service Profit Chain, James Heskett, W. Earl Sasser JR, and Leonard A. Schlesinger, described the causal link between customer and employee satisfaction and how the former is derived from the latter and results in profitable growth. Fast-forward to 2020, and you’d be forgiven for finding echoes of the mantra, “take care of the employee, and customers will come.”
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Tags: Customer Experience, Management
SAP’s C/4HANA name change to SAP Customer Experience illuminates its intentions
LinkedIn
July 21, 2020
In June 2018, SAP’s announcement with some fanfare of C/4HANA had echoes of its back-office ERP S/4HANA naming convention. It provided both a certain symmetry to its major enterprise applications and consolidation of various front-office CRM and commerce applications into a single brand name. So far so good for technically adept SAP watchers, but a bit opaque to the uninitiated.
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Tags: Customer Experience, CRM, RPA
Pegasystems provides a compelling rationale for a platform approach to customer engagement
LinkedIn
July 21, 2020
At Pegasystems’ virtual conference, PegaWorld iNspire 2020, CEO Alan Trefler articulated a clear and compelling case for a platform approach to digital transformation, and specifically, customer engagement. A platform approach enables businesses to address the complex omnichannel customer journey environment, that siloed approaches don’t. However, as Trefler pointed out, it calls for a new business architecture to unleash the value.
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Tags: Customer Experience, COVID19
Customer Engagement Platform: the New CRM
No Jitter
June 02, 2020
CEPs can support the omnichannel journey whereas CRM apps can’t; participate in an upcoming Omdia Universe study on CEPs and share your evaluations.
Customer relationship management (CRM) applications have been around for several decades, widely adopted to provide functional support for sales, service, and marketing departments. Despite increased sophistication, such applications no longer offer an effective response to the accelerated pace of change or ever-rising customer expectations. While boardrooms across the globe talk about digital transformation, the reality is that most enterprises have struggled to make headway. Merely digitizing one department at a time does not add up to a digital transformation.
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Tags: Customer Experience, CRM, Management
The COVID-19 quarantine will allow us to reimagine our businesses through a human lens
LinkedIn
March 16, 2020
While we are still in the early stages of the COVID-19 pandemic, the impact is already being felt across the globe, and the human cost inexorably and exponentially continues to grow.
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Tags: Customer Experience, COVID19
Your Enterprise as Living System
No Jitter
February 17, 2020
As change accelerates, businesses must become coherent and adaptive systems of value creation and delivery.
In today’s extreme Darwinian environment, the ability to sense change and respond effectively demands a different way to view the organization. You have to think of your business not as a collection of linear processes organized into siloed departments with the customer at the end of the line, but rather as a living system of value creation and delivery. Living systems are connected and can sense, respond, and adapt to stay relevant.
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Tags: Digital Transformation, Leadership, Business Strategy
Enterprises Must Close Growing Customer Expectation Gap
No Jitter
November 18, 2019
Market leaders need a new set of integrated value disciplines that reflects the art of the technologically possible
The latest figures from Ovum’s global research into omnichannel customer engagement show businesses appear to be going backwards in meeting customer expectations, despite efforts to move forward.
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Tags: Customer Experience, Leadership, Business Strategy
Creating an Enterprise Fit for Customers
No Jitter
June 17, 2019
Evolving technology combinations and approaches for faster and more relevant customer-centered digital transformation
The chasm between what customers expect and what most enterprises are currently able to deliver is growing, and while that nebulous term digital transformation is discussed in most boardrooms, progress is painfully slow.
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Tags: Customer Experience, Leadership, Business Strategy
Why digital transformation is failing CX – and how it can be saved
MyCostumer
February 14, 2019
80% of enterprises across all industries are struggling to make headway with their customer experience initiatives. So what is going wrong? And how can customer engagement platforms help?
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Tags: Customer Experience, Digital Transformation
Customer engagement platforms: What are they and why are they superseding CRM?
MyCostumer
January 17, 2019
Move over CRM, it’s time for customer engagement platforms. Jeremy Cox explores some of the trends that will support the shift from CRM to CEP in 2019.
CRM in its 2019 guise will be vastly different from the old days when CRM was a system of record providing a modicum of support for sales, marketing, and service.
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Tags: Customer Experience, CRM
Forget Brexit - the focus for Brit brands should still be the customer
MyCostumer
March 28, 2017
Last June, MyCustomer covered some of the implications that Brexit could have on customer-centricity. (Read Five ways that Brexit will impact UK brands' customer-centricity). Today, with Prime Minister, Theresa May triggering Article 50 to officially activate the UK's exit from the EU, we examine an alternative view, courtesy of Jeremy Cox from Ovum.
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Tags: Customer Experience
Four FinTech startups making an impact
Lifen becomes the operating system for eHealth
CX-Create – a unified approach to customer experience for persistent customer relevance
Six principles behind a symbiotic customer experience
Introduction to four outstanding FinTech startups
