OK, weird title - but stay with me, promise it gets better and it is a great point on data use. In the 1995 mini-series The Langoliers (here it is, in YouTube, in all it's three+ hours of wonderful made-for-TV acting) based on the Stephen King book Four Past Midnight, we follow a plane that …
Continue reading "Customer 360, Dreamforce 2018, The Langoliers, and a Wish"
I was trying to keep it quiet, but - darn. First, Vala outed me in ZDNet. Then, John exposed it in the webinar. Now, I have to share this findings document. Two caveats: Grammar, spelling, typos are not final - nor will they be ever be. it's a findings document, not a report. If you …
If you ever read my blog you know that Sameer Patel (CEO of Kahuna) is a good friend and someone who challenges me from time to time on how to explain things. No, I won't be doing any more one-page summary of complicated topics, sorry. But, I appreciate that Kahuna (actually, good friend and newly …
Continue reading "Marketplaces, Platforms, Ecosystems, and You"
A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow. It was very well received, and since then I got some questions about the content. There was one slide that was the most discussed, and I wanted to take this opportunity to go into deeper detail on …
Continue reading "Three Pitfalls to Avoid with Artificial Intelligence in Customer Service"
As I continue my myriad research projects this spring season I come across incredible insights from those I interview. I have been doing a lot of work in platforms, data usage (including AI), infrastructure, and digital transformation this season (and I don't see it slowing down, or changing, anytime soon - these are mission-critical, decade-plus …
Continue reading "Enterprise Software Priorities for the Next Decade"
In 1997 (yes, 21 years ago) Steve Jobs made the case very vividly at the WWDC (developer's conference) in the most eloquent way possible. It's the customer experience, my friend. It's the customer experience. (if you want more on the setup to this question, asking Steve Jobs why they were killing certain technologies - which …
Continue reading "Can You Sell $10B by Focusing on Customer Experience? (short post)"
Earlier today, at SAPPHIRE (their annual show for and with customers), SAP released C4/HANA, their final attempt at getting the CRM story right. In short, if they would've used this storyline back in the mid-2000s, SAP would've likely become a key player and potentially even the leader after the acquisition of Siebel + PeopleSoft. Today? Too …
Continue reading "The SAP CRM Story: 18 Years In The Making – Is It Finally Right?"
