CRM and customer experience

‘Good enough’ isn’t cutting it - three ways to advance your CX for the long term This article is sponsored by:

Queries are going up, patience is wearing down, and customers continue to expect more from companies — sending even leading customer service organizations scrambling to meet SLAs, writes Zendesk's Adrian McDermott.

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Genie, the new data layer in the Salesforce platform that makes application silos disappear This article is sponsored by:

Genie, the new data layer launched at last week's Dreamforce, marks a step change in the Salesforce platform, but is it a step towards a more composable architecture?

Genie engineers (l-r) Muralidhar Krishnapasad, Steve Fisher, Rahul Auradkar 2022-09-20

SuiteWorld 2022 - Thread turns to NetSuite ERP and analytics to support brick-and-mortar expansion This article is sponsored by:

After shaky start, the wallet maker has a system that will support growth.

Kroger - what was learned from COVID and how to retain the best in the Vaccine Economy This article is sponsored by:

Grocery giant Kroger is looking to take the lessons it had to learn during COVID and applying the best to its ongoing strategy.

Human storytelling - bringing trailblazing content to life at Dreamforce This article is sponsored by:

Sound Off helps highlight Trailblazers at Dreamforce through human storytelling.

Enterprise hits and misses - HR tech events wrap, but the AI firing debate carries on, while Dreamforce gets a (thorough) review This article is sponsored by:

This week - HR tech's big events are over - but the debate over AI for firing is heating up. Yes, diginomica did Dreamforce, and boiled down the takeaways. Your whiffs include the follies of being data-driven.

Dreamforce 2022 - closing thoughts This article is sponsored by:

With Dreamforce drawing to a close, my personal thoughts on a very busy week.

Being Bret Taylor - Marc, mentors and making it work as a co-CEO This article is sponsored by:

Bret Taylor is now co-CEO of Salesforce. How do he and Marc Benioff make this leadership model work when many other companies have failed?

MuleSoft CEO Brent Hayward on how to drive composability and reuse This article is sponsored by:

An interview with MuleSoft CEO Brent Hayward on what enterprise IT needs to do to drive composability and reuse

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Out of Africa - how Standard Bank has driven transformation around the Salesforce platform across 18 countries This article is sponsored by:

It’s a massive program of change, one that involves executive leadership, setting an example and coming up with songs about Salesforce.

Insurance provider Vitality builds a continuous relationship with its clients using Salesforce This article is sponsored by:

Vitality is an insurance provider that takes a different approach to the service it delivers - where it uses Salesforce Service Cloud to keep its members healthy and engaged.

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Veolia UK helps customers achieve their sustainability and ESG goals with the use of the Salesforce platform This article is sponsored by:

Just one use case focused on collecting and disposing of hazardous waste, using the Salesforce platform, helped Veolia UK save over £1.8 million.

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ServiceNow’s Tokyo release aims to help customers get more value during uncertain times This article is sponsored by:

ServiceNow has added features to the Now Platform that include Enterprise Asset Management, ESG Management and advanced security measures.

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