The Digital Experience

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    Don Fluckinger/TechTarget
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    Opinion // The Digital Experience

    More Salesforce ICE protests at Dreamforce; buyers remain unmoved

    At Dreamforce, Silicon Valley reality distortion is hard to miss as Salesforce celebrates nonprofits and NGOs inside while protesters outside demand it cut ICE ties.

    By Don Fluckinger • Sept. 22, 2026
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Customer service AI pricing just turned into the biggest shell game

    For buyers, picking customer service tech might feel closer to playing a shell game than the traditional enterprise IT RFP process.

    By Don Fluckinger • July 2, 2026
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    IT’s budgetary nightmare: Tech buyers face AI pricing variance

    Did HubSpot just fix AI pricing?

    By Don Fluckinger • April 3, 2026
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Narayen ushered Adobe out of diskettes all the way to the AI era

    Shantanu Narayen made history in his 18-year run as Adobe CEO.

    By Don Fluckinger • March 20, 2026
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Potential Salesforce pricing reset latest sign of ‘SaaSpocalypse’

    What on earth is an Agentic Work Unit?

    By Don Fluckinger • Feb. 27, 2026
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Salesforce layoffs continue as high-ranking executives leave

    Salesforce lays off more, turnover hits the top echelons, and Benioff's ICE wisecracks draw fire from the employees who remain.

    By Don Fluckinger • Feb. 11, 2026
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    At this juncture, AI’s influence on e-commerce is still muddy

    The bottom line: AI is driving some sales, but it's hard to quantify.

    By Don Fluckinger • Dec. 5, 2025
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    OpenText’s agentic AI glow-up

    While OpenText has talked AI agents before, its new vision is a radical departure.

    By Don Fluckinger • Nov. 19, 2025
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    For Salesforce, is Ohana over?

    Benioff gets blasted by everyone -- except Elon Musk.

    By Don Fluckinger • Oct. 22, 2025
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    The brutal customer experience lesson of Nike’s RTFKT NFTs

    Nike sinks as Adidas rises in the NFT world.

    By Don Fluckinger • May 8, 2025
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    What comes next after AI agents? We had to ask

    Agentic AI is so 2024. What's next?

    By Don Fluckinger • March 28, 2025
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Marketers, stand down if your company cancels DEI programs

    Boycott or buycott, marketers need to sit this one out.

    By Don Fluckinger • March 11, 2025
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Retailers’ animosity toward AWS cloud appears to thaw

    AWS still has a ways to go to woo some retailers, but it's clear the company's no longer excluded by all.

    By Don Fluckinger • Jan. 27, 2025
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    FTC’s Click to Cancel movement likely here to stay

    The FTC's Click to Cancel plan has staying power because numerous states are involved in the movement.

    By Don Fluckinger • Dec. 11, 2024
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    FTC’s quixotic quest to fix CX with Click to Cancel rule

    The Biden administration strives to improve CX with a rule that goes in effect in 180 days. What could possibly go wrong? People, process, tech and a U.S. election.

    By Don Fluckinger • Oct. 21, 2024
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Benioff: Self-driving taxis part of autonomous AI’s ‘moment’

    With GenAI powering Salesforce's new autonomous CX agents and Waymo's fleet of self-driving taxis around San Francisco, AI is having a 'moment.'

    By Don Fluckinger • Sept. 19, 2024
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Generative AI tools are here, but who’s using them?

    Generative AI has much promise. But the road between here and delivering on those promises looks to be a lot longer than when ChatGPT first dropped in November 2022.

    By Don Fluckinger • July 3, 2024
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Build that elusive, winning generative AI business strategy

    Analysts explain why so few enterprises can come up with generative AI strategies that can prove its value in hard dollars. Spoiler alert: First you need a problem to solve.

    By Don Fluckinger • Jan. 22, 2024
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Amazon thin client spurs conversation about replacing laptops

    AWS bowed a new entry into the thin client space, which appeals to a limited audience of Amazon WorkSpaces-based orgs. What we really want is to ditch the work laptop for good.

    By Don Fluckinger • Nov. 30, 2023
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Microsoft’s Copilot AI assistant brings upside, cost and risk

    Microsoft's Copilot AI assistant arrives for office productivity apps. Not everyone's going to buy it at once, and it does come with risks common to all generative AI.

    By Don Fluckinger • Nov. 2, 2023
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Meta’s Threads erupts as potential customer service channel

    Threads may or may not be a Twitter-killer, but if 100 million people signed up for it in its first five days, your customer service team should consider supporting it -- and fast.

    By Don Fluckinger • July 19, 2023
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    AI bots lack one critical skill for customer service jobs

    Experts -- including ChatGPT itself -- debate the extent to which customer service AI tools can help contact center agents amid rising demand and high turnover rates.

    By Don Fluckinger • Dec. 22, 2022
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    Salesforce’s Marc Benioff and Bret Taylor the latest co-CEO trial

    Some software companies rule their worlds with co-CEOs for years. Other co-CEO arrangements don't last long. We consider the future of Salesforce's current chief executive duo.

    By Don Fluckinger • Sept. 27, 2022
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    NFTs can boost customer loyalty -- if people would chill out

    Starbucks launched an NFT loyalty program, which could change the public's -- and marketers' -- attitude toward the technology. But most people still have reservations.

    By Don Fluckinger • Sept. 13, 2022
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    Brand Experience Team/TechTarget
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    Opinion // The Digital Experience

    The Readability Consortium’s lessons for marketing content

    The University of Central Florida, Adobe and Google band together to study digital readability. Those who create marketing content can get an edge if they pay close attention.

    By Don Fluckinger • May 31, 2022