In New York today, CX vendor Zendesk expanded its AI offerings with new industry- and function-specific models, a voice transcription function, and advanced data privacy features.
Success is best when it's shared. Sumair Dutta of ServiceMax examines why the same applies to service data - and why organizations who don't work as a team are destined to fail at servitization.
Jaime Sommers had a bionic ear. What B2B marketers need is bionic chatbots, says Drift.
Companies store countless interactions in their call centers, sometimes millions, but need helpful interpretation.
AI has the potential to give a welcome boost to the value of enterprise search, but knowledge management vendor Guru believes humans need to be in the loop.
The announcement of the Customer Success Score is the latest move by Salesforce to support customers move to AI.
An interview with Ryan Aytay, who became Tableau CEO in May, on the changing nature of the vendor's user base and the impact of AI on data analytics in the enterprise.
Dreamforce is in the books - and we've got your curated analysis. AI took center stage - but how would I grade the approach? Smart cars might be smart, but they are also data privacy sieves. Real-time is a work in progress, and ethical AI debt is real. As always, your whiffs.
The fall event season is upon us, and customers have plenty of generative AI questions - but are vendors ready? Here's the questions I'll be pressing, starting with: the impact of industry-specific LLMs, and the debate over AI pricing. Let's see who responded to my PR challenge.
AI governance, data consolidation, IT modernization - these are all factors that make this week's announcements of an upgraded Data Cloud and new Einstein 1 platform strategic for Salesforce.
Another year, another Dreamforce - here's the skinny to wind up a very busy week...
Kelman has returned to Salesforce at an interesting time as the company pivots towards being an AI firm - or does it?
There are new companies to be built and money to be made, not least for San Francisco.
Making sure that Salesforce tech is up to scratch before it gets into customers hands is part of the CIO mandate.
Brian Millham is the man who stayed. Coming up for a quarter of a century with Salesforce, he's now COO and running a huge amount of the show.
After almost 19 years as founding CEO of pureplay Salesforce consultancy Bluewolf, followed by two years running professional services for Salesforce, Coastal Cloud's new CEO Eric Berridge knows a thing or two about how to succeed as a Salesforce partner.
