When agents meet contact centers - two Salesforce Agentforce early adopters communicate the benefits they're seeing
Agentforce Contact Center has been in pilot mode with 60 users, Compass Working Capital and Savant Systems among them.
CRM and customer experience
Oracle turns in a strong Q3 with time left over to debunk the so-called 'SaaSpocalypse'
No SaaSpocalypse on show here. Quite the contrary as Oracle revenue soars.
PureGym CIO Andy Caddy keeps the sector fit for growth
Obsessing about the customer and their experience has made PureGym the fittest player in the market
Monday Morning Moan - Metro Bank’s AI-enabled trashing of its customer service reputation is a timely reminder of the need for human intelligence
We all make mistakes. I did back in 2015 when I bigged up Metro Bank’s CRM. Times have changed and not for the better, although there are useful learnings for others to pick up...
How Booking.com uses AI and data to create connected trips for its customers
The online travel specialist uses Snowflake’s data platform to develop insights for new customer experiences.
Target's still not hitting the bullseye. Will a combination of AI and human intelligence provide the omni-channel boost needed?
Michael Fiddelke has a lot on his 'to do' list if he's to restore former glories to the retailer...
Carpentry, CapEx, and continuing disruption - Salesforce CDO Joe Inzerillo on the real impact of AI on SaaS providers
There is disruption occuring, says Inzerillo, but it can be positive and we have been here before.
Making a reservation for an agent-first business model - Wyndham Hotels CEO explains why he's checking-in on an AI future
Salesforce's Agentforce and Data 360 offerings are boosting revenues and the guest experience.
Canva adds video to its pro design toolset and steps up its enterprise play
Hot on the heels of two new acquisitions last week, we caught up with visual design vendor Canva to dig into its strategy for winning over the enterprise market.
CEO mea culpa on show at Ocado as management concedes its early business model is still delivering consequences today
Lessons have been learned, says Tim Steiner, and the way the company would sell to clients now is rather different...
How much is that worth in AWUs? Introducing a new metric to track agentic value as Salesforce turns in strong full year numbers
...and there was time for a side swipe or two in the direction of the so-called 'SaaSpocalypse'.
How Carrefour is following Walmart's lead as its 2030 AI-enabled transformation kicks in
CEO Alexandre Bompard pitches the French retail giant's latest strategic plan.
ZohoDay 2026 - SaaS may not be dead, but the customer value question is burning hot. Why Zoho's leadership sees the market differently
ZohoDay 2026 posed a serious challenge: how to present a compelling future, amidst doubts about whether enterprise software has a future. Zoho came out with strong positions on why SaaS is about risk transfer, and why AI context needs a rethink. Despite AI coding innovations, "no layoffs" is Zoho's internal stance - here's why.
