Tag Archives: CRM

PAST is the future for the Contact Centre

  In the late 1990’s when I first worked in contact centres, the most cutting edge innovation was the now redundant fax machine. Getting call centre agents and managers of an Australian insurance company in Australia to consider leveraging the … Continue reading

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Do we have Business as usual in the Salesforce Services and Solution Market?

Recently capioIT released the 2016 Global Salesforce Services and Solutions Market Capture Share Report highlighting leadership in this market. Here is further insight on the maturity of the market. capioIT Capture Share Report Salesforce has fundamentally altered the software and broader enterprise … Continue reading

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Department Store ecommerce – Not a Customer First Experience

Most traditional retailers have struggled with the shift to an online retail/ecommerce, reactive social media and other other technological innovations in meeting the ever-changing requirements of buyers from millennials through to the silent generation. They may have largely deluded self justified reasons for this, but … Continue reading

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Big Blue Acquires Bluewolf – IBM Invests in the Salesforce and SaaS Services Market

On March 31st, 2016 (although it will already be April Fools Day in many parts of the world, it is no joke), IBM will announce the acquisition of Bluewolf, in a deal that according to Re/code is a US$200M plus investment. … Continue reading

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From Oncology to Customer Service, Cognitive Computing will Change the Human Experience.

From Oncology to Customer Service, Cognitive Computing will Change the Human Experience. Technology. It is a striking word. Every human knows closely the impact of technology, on themselves, people they care deeply about and our entire society. Personally in the … Continue reading

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Dreamforce 2015 Winners and Losers

Dreamforce is over for another year. This year there were 170,000 attendees, 400 partners and 1,600 sessions. In any measure the event is a big deal and the Launchpad for Salesforce through the next year. The winners for the event … Continue reading

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Accenture Acquires Cloud Sherpas – Cloud Services Provider Consolidation reaches new heights

It was no accident timing wise that the first major news of Dreamforce, particularly from a partner point of view, was that Accenture had acquired Cloud Sherpas. Accenture is of course the leading integrated SI in the world. Cloud Sherpas … Continue reading

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