2020’s surging caseloads, anxious customers and rapid digital shifts changed customer service forever. In the fourth edition of the State of Service report, learn how service organisations shifted gears and where high-performing teams are headed next....
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We spoke with Andrew Beers about the role of a data culture in enabling innovation, how CIOs can build a data-centric culture in their organisations, and how data and real-time insights can empower an entire business rather than being in the hands of a select few specialists and the IT function....
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Ever thought of putting data, marketing, communications, applications, infrastructure, cybersecurity and the service desk all in the one team? Veolia did, and the collaboration is powering great achievements. CDO Ben Sullivan explains....
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Slack, Hyperforce, Einstein Automate, Bentley, AT&T and more – check out all the announcements and the incredible guests who joined Marc Benioff in the Dreamforce to You Keynote, live from San Francisco....
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With many insurance companies struggling with basic digital experiences, Salesforce’s acquisition of Vlocity is a game-changer for vertical solutions. Sascha Ambrose, VP Enterprise Sales, Financial Services, explains why this is big news for the insurance industry....
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According to a recent YouGov survey, only 40% of managers using or planning to use AI are very confident that they and their organisations understand the potential ethical risks. Here, we recap the practical takeaways of a recent webinar, Infusing Ethics into AI Policy....
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Citizens expect frictionless experiences, crises have revealed what’s possible, and data-led policy and services are becoming non-negotiable – Gisele Kapterian on the findings of a new Intermedium report on the drivers of government agency digitisation....
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The latest State of Sales report reveals 85% of sales professionals agree sales ops is becoming increasingly strategic. You need only look at the REA Group’s success story to see why....
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Communicating with clients so that you are addressing their needs enhances brand trust and ultimately leads to more business. Bridie Smith, Global Head of Customer Relationship Marketing at OFX, explains how her company has kept marketing personal during COVID volatility....
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