Dec 3rd, 2024 - / / By / Happy holiday season, ye merry marketing maestros! Here's a marvelous way to get prepped and psyched for the New Year that's right around the corner. Frans Riemersma and I just released our latest report, Martech for 2025 . It's 108 pages of our latest research and analysis of what's actually happening with marketing technology in the maelstrom of AI madness. No heaps of hype. Just hard data and a hopefully helpful framing of the facts. You can pick up a free copy here . Here's a quick ... [Read More]

Dec 3rd, 2024 - When Sydney J. Harris wrote this in his 1973 book "Clearing the Ground," he touched on a concern that feels even more relevant today. Harris, a journalist with a keen eye on society, wasn't predicting a sci-fi world where humans turn into robots. Instead, he was warning us about losing our unique human qualities in our rush to embrace technology. Fast-forward a few decades, and AI and automation are no longer futuristic ideas. In 2024, they're changing how businesses operate. However, instead ... [Read More]

Dec 3rd, 2024 - Joe Partridge-Jones at Genesys explores how AI-powered technologies are transforming the airline industry, reshaping contact centre roles, and redefining interactions throughout the customer journey. In the fast-paced and highly competitive airline industry, delivering an exceptional customer experience has become a critical differentiator for airlines seeking to gain a competitive edge. As the industry continues to evolve, the integration of artificial intelligence (AI) is poised to ... [Read More]

Dec 3rd, 2024 - Discover the best CRM for Outlook integration to enhance your productivity. Compare different solutions and explore your options today. A CRM for Outlook is a customer relationship management solution that can integrate with the Microsoft email platform. If you're already using Outlook as an email provider, it makes sense to consider investing in a CRM with that integration available so that your business communications and analytics are all connected. Here's a comprehensive list of CRM tools ... [Read More]

Dec 2nd, 2024 - Tech debt is one of the most urgent challenges facing companies, but it can be hard to mobilize a response. Here's how to show the business value of getting out from under it in a way that will galvanize the entire C-suite. When your CEO or CFO asks about the budget needed for technical debt remediation , do you find yourself struggling to justify the investment? You're not alone. While CIOs understand the crushing weight of technical debt — now costing US companies $2.41 trillion ... [Read More]

Dec 2nd, 2024 - Monday, 2 Dec 2024 Contents Understanding IT Service Management Fundamentals Incident Management Problem Management Change Management  Service Request Management  Best Practices for ITSM to Improve Service Delivery Aligning ITSM with Business Goals Implementing ITIL Framework Emphasizing Automation and AI Focusing on User Experience Continuous Improvement Culture Conclusion Imagine a world where every technological shift unfolds effortlessly, system upgrades run smoothly, and process ... [Read More]

Dec 2nd, 2024 - It's no surprise that GenAI is rapidly reshaping the landscape of customer service in the banking and payments industry. By automating repetitive tasks, improving personalization and enabling real-time support, the technology is becoming a cornerstone of customer engagement strategies. However, its adoption is not without challenges, particularly around demonstrating a clear return on investment (ROI). Here are three key insights from recent research into how Chief Marketing Officers (CMOs) are ... [Read More]

Dec 1st, 2024 - I originally wrote today's post for MarTech. It appeared on their site on January 30, 2024 . In today's competitive business landscape, brands are constantly seeking innovative ways to capture the attention and loyalty of their customers. A prevailing viewpoint suggests that the brands most likely to succeed are those that excel in providing clear messaging, frictionless customer journeys, and personalized experiences. With the rapid emergence of artificial intelligence, creating a memorable ... [Read More]

Dec 1st, 2024 - In today's fast-paced business environment, organizational structures are increasingly being reimagined to boost innovation and operational efficiency. As businesses strive to enhance customer centricity and optimize value streams, adopting the right organizational model becomes a strategic imperative. Forrester's insights highlight how cross-functional organizational models are transforming enterprises and empowering teams to deliver value faster. In this blog, we explore the nuances of these ... [Read More]

Nov 26th, 2024 - The business applications landscape is poised for a significant transformation over the next decade. As organizations face mounting pressures from economic shifts, regulatory changes, and a rapidly evolving technological ecosystem, the next generation of business apps will be defined by AI-infused, composable, cloud-native, and ecosystem-driven solutions. This evolution is not just a minor upgrade but a fundamental shift in how companies manage and deploy their software. The AI-Infused Business ... [Read More]