Customer Experience
Top Stories
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News
14 Jul 2026
Oracle AI agent builder brings no-code, low-code and pro-code together
AI apps: Oracle's latest answer to mixing deterministic and probabilistic automations with governance. Continue Reading
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News
08 Jul 2026
The AI handshake: More MCP interoperability for Salesforce's Slackbot
MCP is now table stakes, just like APIs had to be back in the early era of microservices. Continue Reading
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Feature
11 Nov 2019
Employee engagement necessary for digital transformation projects
With four generations of employees in the workplace and confusion about projects, technology adoption efforts can fall flat. Here's how you can reach your workforce. Continue Reading
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Feature
11 Nov 2019
Salesforce customers supplement CRM with AppExchange tools
Salesforce customers are turning to the AppExchange to supplement their CRM function. Many find AppExchange tools to be more cost-effective and to integrate better with the CRM. Continue Reading
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Feature
07 Nov 2019
Small customer data platforms fend off big tech with service, features
With Microsoft, Oracle and Adobe releasing customer data platforms, to be followed by Salesforce and SAP, small CDPs defend their turf with more features, better service and pricing Continue Reading
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News
05 Nov 2019
SharePoint, OneDrive cloud migrations get easier
Moving to SharePoint Online and OneDrive may get simpler with new migration tools. Plus, new features in the cloud services aim to entice IT. Continue Reading
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Feature
01 Nov 2019
Have success with SAP C/4HANA on-premises-to-cloud migration
There is no one way to complete a CRM platform migration, but a little planning and asking questions along the way can ensure you are on the road to success. Continue Reading
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Feature
29 Oct 2019
Salesforce CMS now generally available
Salesforce now offers a content management system among its myriad of products. But the question remains of whether it will directly compete with CMSes it offers integrations with. Continue Reading
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News
28 Oct 2019
Coda launches next version of project management app
Coda 2.0 includes updates to design, a smoother performance, more organizational tools and new features to secure documents, such as locking and permissions. Continue Reading
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News
24 Oct 2019
Microsoft acquires Mover.io to ease OneDrive migrations
Microsoft's Mover.io acquisition signals a fresh push to get legacy on-premises SharePoint users, as well as Box and DropBox subscribers, on to its OneDrive file-sharing cloud. Continue Reading
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News
22 Oct 2019
Alfresco Software acquires SAP connector company Pernexas
The acquisition aims to make gaining new customers easier by providing another option to SAP customers looking for a cloud-native platform that can support SAP implementations. Continue Reading
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Tip
22 Oct 2019
5 tips to avoid content sprawl when using Microsoft Teams
Businesses should heed this advice when rolling out Microsoft Teams to avoid content sprawl and ensure users can easily find the content they seek. Continue Reading
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News
22 Oct 2019
Adobe updates Magento Commerce, adds Amazon and Azure hooks
Adobe continues to support Magento Open Source but adds Azure support and AI tools only to the commercial version of the vendor's e-commerce platform. Continue Reading
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News
21 Oct 2019
SAP launches Qualtrics CoreXM customer research tools
SAP renames Qualtrics Research Core Qualtrics CoreXM and adds AI, enterprise analytics, dashboard tools and admin controls for data access. Continue Reading
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News
18 Oct 2019
Microsoft CDP pricing might prove attractive to midsize retailers
With entry-level pricing of $1,500 a month, the new Microsoft CDP could attract midsize retailers. Continue Reading
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Feature
18 Oct 2019
These are the ABCs of marketing in the digital age
Audience understanding, behavior analysis, marketing convergence and accessible design are the ABCs of marketing in the digital age, according to Microsoft's Purna Virji. Continue Reading
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News
17 Oct 2019
WebPurify launches profanity filter for memes and images
WebPurify has launched a beta of its Optical Character Recognition Profanity Filter Service to identify and block profane images on sites and apps with user-generated content. Continue Reading
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Feature
16 Oct 2019
Salesforce Einstein Vision sinks teeth into shark recognition
Using drones and a modified version of Salesforce's Einstein Vision, marine biologists at the University of California, Santa Barbara, can track and identify great white sharks. Continue Reading
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Feature
03 Oct 2019
AI CMS workflows create up close and personal experiences
Incorporating AI into the basic building blocks of CMS workflows optimizes content creation and preparation to personalize interactions with customers over multiple channels. Continue Reading
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News
30 Sep 2019
OpenText's Mark Barrenechea talks Google, AI, future of CMS
OpenText CEO talks about the company's future, how AI changes everything, his acquisition philosophy and how to keep a tech company relevant as it moves into its third decade. Continue Reading
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Tip
25 Sep 2019
Content services platforms enable multi-context records
Documents available in multiple contexts prevent businesses from having to reinvent the wheel each time they interact with customers -- and content services platforms can help. Continue Reading
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News
25 Sep 2019
Alfresco cloud services aimed at business customers
Alfresco toes the line of open-source lineage while wooing new business customers with a suite of tools simplifying workflow customization as well as managed services. Continue Reading
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Answer
25 Sep 2019
Which will come out on top: Microsoft SharePoint or OneDrive?
Document collaboration and versioning are key functions in many workplaces. Learn how Microsoft SharePoint and OneDrive work together to make this happen. Continue Reading
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News
24 Sep 2019
Microsoft challenges Amazon with Dynamics 365 Commerce
Microsoft broadens Dynamics 365 retail apps suite by introducing an e-commerce platform, as well as tools to track product data and intermingle physical and online retail data. Continue Reading
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News
20 Sep 2019
Microsoft 365 Business update targets nonprofits
Microsoft announced this month that it is releasing new updates and offerings for nonprofits, addressing concerns customers had over cost, cybersecurity and user training. Continue Reading
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News
18 Sep 2019
Nintex launches no-code workflow automation tool
Nintex has launched a no-code workflow automation tool, Workflow Generator, in an effort to bridge the gap between IT departments and process experts. Continue Reading
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News
11 Sep 2019
Security, management updates made to LogMeIn Bold360
LogMeIn has updated the search optimizer, monitor view and workload organization features in its live agent and chat bot customer engagement and AI software platform Bold360. Continue Reading
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News
11 Sep 2019
Cohesion is latest Acquia acquisition
While Acquia would not provide specifics of the deal, the decision behind the acquisition of Cohesion was the chance to bring more value to customers, according to Acquia's CTO. Continue Reading
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News
04 Sep 2019
Microsoft PowerApps pricing proposal puts users on edge
Microsoft's PowerApps pricing changes, expected to take effect in October, could make them too expensive for some users who connect to data outside of SharePoint and Dynamics. Continue Reading
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Feature
03 Sep 2019
Organizations reap benefits of mobile CRM apps
Salesforce now offers organizations such as Cornell University the ability to render CRM systems as apps, making it easy to manage students and faculty at a number of colleges. Continue Reading
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News
29 Aug 2019
Nuxeo Content Services Platform updates bring flexibility
Nuxeo updated its content services platform to expand its reach and flexibility with other services. The Nuxeo platform now includes support for Sitecore, Aspera and more. Continue Reading
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Answer
28 Aug 2019
Learn how to build a Salesforce app in 4 steps
Salesforce users can follow these steps to create sophisticated codeless apps that integrate the Next Best Action feature using the Lightning App Builder. Continue Reading
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Tip
26 Aug 2019
5 tips for designing a personalization strategy
Companies using digital need some kind of personalization strategy to succeed. These five tips will help you use personalization engines to improve content management processes. Continue Reading
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News
22 Aug 2019
SAP Product Content Hub underpins CX initiatives in C/4HANA
SAP SaaS tool integrates AI, APIs for pushing updated product content to e-commerce sites. It also gives sales, marketing and service teams using C/4HANA access to the content. Continue Reading
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News
22 Aug 2019
Box Shield adds tighter controls for content sharing
New Box security features enable file- and folder-level access control, while admins and security staff get machine-learning tools to discover and investigate anomalous activity. Continue Reading
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News
21 Aug 2019
Salesforce DNSSEC project aims to boost site security, speed, uptime
Salesforce, which juggles multiple DNS providers to serve customers while complying with global data-privacy regulations, spearheads new DNS models to enable deeper encryption. Continue Reading
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News
20 Aug 2019
Evergage launches Data Warehouse, a BI analytics product
Data Warehouse, Evergage's new BI analytics product, is designed to collect and analyze customer data in an effort to provide more information and analysis to business analysts. Continue Reading
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News
16 Aug 2019
Upgrades to Nintex Forms simplifies electronic form creation
The new form designer by Nintex brings user-friendly capabilities to Nintex Forms for both electronic form creation and data collection processes. Continue Reading
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Feature
12 Aug 2019
8 steps to building a website taxonomy
Building a website taxonomy can help make website content better categorized and more easily searchable by users. Here are eight steps to building your own website taxonomy. Continue Reading
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Answer
05 Aug 2019
How do headless e-commerce platforms work?
A headless e-commerce platform is a cloud-based service that can connect e-commerce activities and functions to mobile apps and third-party applications. Here's how it works. Continue Reading
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Tip
05 Aug 2019
7 ways to improve your retail sales
Retailers, especially traditional brick-and-mortar retailers, need to throw caution to the wind and follow these seven tips to spur sales and provide remarkable retail. Continue Reading
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Tip
02 Aug 2019
5 reasons why content marketing fails
Content marketing strategies can fail for a variety of reasons, such as refusing to learn more about your customers. Here are five ways content marketing strategies can fail. Continue Reading
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Tip
31 Jul 2019
5 reasons why businesses continue to see the value of SharePoint
Though Microsoft has added new features to Office 365 -- replacing some SharePoint functions -- many businesses still choose to cling to the legacy system. Continue Reading
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News
30 Jul 2019
Adobe Sign for small businesses supports SMB digitization
To offer a simpler e-signature software, Adobe introduced Adobe Sign for small businesses. Continue Reading
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News
25 Jul 2019
Increases expected from new Microsoft Dynamics 365 pricing
Microsoft's move to a la carte pricing for Dynamics 365 could lead to higher costs for some customers. The new pricing plan takes effect Oct. 1. Continue Reading
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News
24 Jul 2019
Salesforce Essentials adds direct messaging channels, telephony
Salesforce expands its small-business offering with tools to facilitate customer conversations on Facebook Messenger, Instagram, YouTube and web chat. Continue Reading
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News
24 Jul 2019
Litmus email platform adds cloud integration, privacy protection
The Litmus update enables marketers to import email files from cloud storage services -- including Dropbox, Google Drive and Microsoft OneDrive -- and adds privacy protection. Continue Reading
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News
22 Jul 2019
Investis Digital Connect.ID, a CMS suite, launched
Connect.ID is composed of Connect.ID Platform and Connect.ID Intelligence. It is designed to enable enterprises to build business websites more efficiently. Continue Reading
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Tip
22 Jul 2019
3 ways snackable content creates relevant digital experiences
Businesses can deliver snackable content through contextual commerce, content as a service and digital twinning to create innovative digital experiences. Continue Reading
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Tip
15 Jul 2019
Using AI in content creation can streamline publishing
Companies using AI in content creation can generate short-form material automatically, which frees up humans to handle more complicated tasks. But there can be drawbacks. Continue Reading
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News
11 Jul 2019
New Contentful CMS targets content delivery for retailers
Contentful's content infrastructure is a CMS that intends to bring more flexibility and benefits than a traditional or headless CMS. The offering is directed at e-commerce retailers to drive online sales. Continue Reading
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News
09 Jul 2019
OpenText cloud editions to replace on-prem apps
OpenText cloud editions are on the way for on-premises apps, including content services, AppWorks, security and business apps. Continue Reading
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News
02 Jul 2019
Hootsuite teams up with Yext for online review management
Yext's management platform for businesses' online reviews is now available in the Hootsuite dashboard, following an integration between the two companies. Continue Reading
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News
01 Jul 2019
Microsoft OneDrive Personal Vault aims to secure online files
Nervous about putting your most sensitive or important files in the cloud? Microsoft's answer is an added layer of security for OneDrive users called Personal Vault. Continue Reading
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News
24 Jun 2019
Acquia Content Cloud is here, in private beta version
Acquia Content Cloud is a cloud-based headless content management system built on Drupal. The content-as-a-service product is only available in private beta. Continue Reading
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Answer
21 Jun 2019
How can RPA improve content management?
Many vendors use RPA to complete various content management tasks including Grammarly, BuzzBuilder Pro and Mailchimp. Learn how you can use RPA to enhance your automated processes. Continue Reading
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News
21 Jun 2019
Salesforce Customer 360 promises will be clearer in 2020
Salesforce expects to show off what customers are doing with Customer 360 at its next Connections conference in 2020, along with some new integrations. Continue Reading
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News
20 Jun 2019
Dropbox Business gets integrations with G Suite, Slack and Zoom
Dropbox Business has been overhauled in an attempt to make it a hub for business communication and collaboration. The updates include new integrations with G Suite, Slack and Zoom. Continue Reading
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News
18 Jun 2019
Salesforce teases new CDP features ahead of fall release
Salesforce gives details about the makeup of its Customer 360 integration platform and features of the customer data platform that it plans to release this fall. Continue Reading
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News
14 Jun 2019
Nuxeo Insight Cloud adds AI content services to platform
Nuxeo adds AI content services to its content management suite in hopes of spurring citizen data scientists to create custom data models for their workflows. Continue Reading
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Feature
13 Jun 2019
NLG tools powered by AI energize, customize, optimize content
Though in its early stages, natural language generation automates content collaboration platforms to streamline employee communications and personalize customer engagement. Continue Reading
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Tip
12 Jun 2019
Make the most of data governance capabilities in Office 365
According to a survey of Microsoft users, many companies are not using the data governance tools available in Office 365. John Peluso, CTO of AvePoint, explains why that might be. Continue Reading
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News
12 Jun 2019
Solodev launches CMS to target medium-sized businesses
Solodev DCX 9.0 targets medium-sized businesses with its scalability. The cloud-first CMS features collaboration tools, flexible pricing and automation. Continue Reading
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News
10 Jun 2019
$15.7B Salesforce-Tableau acquisition a direct shot at Microsoft
By acquiring Tableau, Salesforce dramatically strengthened its BI and data visualization capabilities. The move boosts Salesforce's ability to compete with Microsoft. Continue Reading
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Answer
06 Jun 2019
How does AI aid in metadata tagging?
Using AI in tagging, a business task that once took hours now takes minutes, freeing employees for more pressing tasks and making them more productive. Continue Reading
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News
05 Jun 2019
SurveyAdvantage launches new customer management service
LoyaltyLoop is SurveyAdvantage's newest service. It provides businesses with a platform to collect and manage customer feedback and reviews through surveys and reviews. Continue Reading
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News
03 Jun 2019
Adobe debuts Qualtrics plugin, Magento-Amazon D2C features
Adobe moves forward with an SAP Qualtrics plugin to measure voice of the customer on Experience Platform and strengthens Magento customers' Amazon presence with new features. Continue Reading
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News
30 May 2019
Salesforce blockchain development tool for CRM platform unveiled
Blockchain has grown beyond its high-profile use case as the technology behind Bitcoin and other cryptocurrency. Salesforce is the latest tech company to bet big on blockchain. Continue Reading
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Feature
28 May 2019
Businesses see increasing importance of video conferencing
Video chat is another channel for businesses to interact with employees and customers. Learn why businesses are placing increasing importance on video conferencing and about its effects on CX. Continue Reading
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Answer
23 May 2019
How do Salesforce Next Best Action and Prediction Builder differ?
The Salesforce Einstein Prediction Builder and Next Best Action components look similar to the untrained eye, but each product works in a different manner. Continue Reading
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News
22 May 2019
Salesforce outage exposes Pardot marketing automation data
Salesforce's 15-hour outage may not scare away users. But it might get them to use more encryption, as the outage exposed customer marketing automation data in the GDPR era. Continue Reading
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Answer
21 May 2019
How do you choose an e-commerce platform to integrate with a CMS?
Before choosing an e-commerce system, companies need to identify their business objectives and determine what capabilities they need to add to their CMS. Continue Reading
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Opinion
20 May 2019
Fluid Framework opens the door to new Microsoft capabilities
Fluid Framework provides multiuser co-authoring capabilities -- offering never-seen-before flexibility. It also has the potential for adoption by outside vendors. Continue Reading
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News
15 May 2019
Effective customer surveys help contact centers drive CX
As companies try to figure out who will run customer experience initiatives, contact centers make a strong case for the customer support team, using the right technology. Continue Reading
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Tip
14 May 2019
What you need to know about Flow Designer vs. Flow Builder
Salesforce Flow Designer is on the way out, Flow Builder is in -- sort of. The new update includes features that may not make a big difference for developers. Continue Reading
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Feature
10 May 2019
Pega Cloud is Pegasystems' preferred platform
In a Q&A, Alan Trefler, Pegasystems CEO and chess master, ruminates about the cloud, the symbiotic relationship between chess and AI, AI inflation, and the pivot to CX. Continue Reading
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News
09 May 2019
Acquia-Mautic acquisition underscores open source model
Holding to the strategy of building a digital experience platform based with open source roots, Acquia acquires Mautic, an open source marketing automation cloud. Continue Reading
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Answer
09 May 2019
What are the pros and cons of open source e-commerce platforms?
Open source e-commerce platforms are popular for businesses looking to build an online store. They offer cost savings and flexibility, but consider the support and security risks. Continue Reading
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Feature
09 May 2019
Rise of headless CMS: Businesses move away from traditional WCM
Traditional web content management dominates the market, but as mobile and voice channels become increasingly important, companies opt for headless content management. Continue Reading
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News
08 May 2019
SAP, OpenText broaden partnership with cloud integrations
SAP reveals deeper cloud partnerships with content management vendor OpenText as both legacy platforms entice long-term clients off on-premises systems and into the SAP cloud. Continue Reading
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News
08 May 2019
New Microsoft Fluid Framework features real-time editing
Microsoft's new software development kit, Fluid Framework, provides users with real-time editing that can be used across applications and with a variety of formats. Continue Reading
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News
02 May 2019
Impartner PRM integrates with Microsoft Dynamics 365 for sales
Impartner's collaboration with Microsoft delivers Impartner PRM for Microsoft Dynamics 365, a PRM sales software that gives users immediate access to direct and indirect sales data. Continue Reading
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News
01 May 2019
New capabilities enhance Acquia Cloud security
Acquia's new security and compliance competencies for the Acquia Cloud aim to reduce operational resources, increase data protection and simplify user innovation. Continue Reading
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Feature
25 Apr 2019
Salesforce buys Salesforce.org: What that means for customers
Salesforce.com bought Salesforce.org. Nonprofit Cloud customers mull changes they hope to see now that all Salesforce products are under one umbrella. Continue Reading
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News
24 Apr 2019
CDP Institute releases customer data platform certification
While waiting for Salesforce to release a customer data platform and for Adobe to perfect its newly released CDP, RealCDP certification aspires to validate CDPs available today. Continue Reading
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News
24 Apr 2019
CDP vs. DMP: Vendors battle for marketers' budgets
Customer data platforms and data management platforms have overlapping features, as vendors vie for marketers' IT budgets. It may not matter, as Adobe and Salesforce join Oracle in the game. Continue Reading
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Feature
22 Apr 2019
How cloud services can empower the future of work
The Akumina Employee Experience Platform and Templafy show how cloud services are changing the way employees work, whether the workplace is a ballpark or a traditional office. Continue Reading
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Tip
18 Apr 2019
Salesforce learning resources include free and paid options
While Salesforce offers a number of free and paid customer success tools to users, nonusers can also benefit through the use of Trailhead and the Trailblazer Community. Continue Reading
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News
16 Apr 2019
Infor launches Infor CloudSuite for customer management
Infor has released the Infor CloudSuite CRM cloud-based application, a program for companies to track customer lifecycles, sales and marketing analytics. Continue Reading
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Tip
11 Apr 2019
5 unusual ways to use AI in content management
AI offers great opportunity for enhancing enterprise content management. Here are some more unusual use cases for AI that businesses should also consider. Continue Reading
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News
08 Apr 2019
Alfresco CMS now using AI, ML to pull, organize data
A new Alfresco CMS module uses artificial intelligence and machine learning to allow users more specific organization and use of their data stored across multiple documents and devices. Continue Reading
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News
08 Apr 2019
Microsoft releases Dynamics 365 Nonprofit Accelerator update
A newly released second version of Dynamics 365 Nonprofit Accelerator doubles the size of the CDM and allows better management of all user data for nonprofits. Continue Reading
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Feature
01 Apr 2019
E-commerce information systems, content management join forces
Content management to power e-commerce systems takes on greater importance in personalizing customer engagement by aligning processes, data and tools in unified platforms. Continue Reading
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Podcast
27 Mar 2019
Relax, Adobe Marketo still plans to support Salesforce customers
Marketo VP Matt Zilli discusses what's next for the marketing automation platform, especially in regard to what devoted Marketo customers who use Salesforce CRM can expect. Continue Reading
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Feature
11 Mar 2019
9 killer use cases for CMS blockchain
Uses for blockchain technology in content management and social media exist largely in the realm of the theoretical. But there's a lot of potential for authenticating content. Continue Reading
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Tip
07 Mar 2019
Content services and archiving records: It's complicated
Content services complicate archiving. Microservices render records dynamically for many devices, while an archive should be a static rendering that outlives present data systems. Continue Reading
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Feature
06 Mar 2019
Securing content as cloud environments proliferate
Content security requires strategies for enterprise content management systems -- and that goes double for a cloud-based CMS. Mixed on-premises and cloud environments add a tech twist. Continue Reading
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Tip
01 Mar 2019
8 ways to make the most of OneDrive file sharing tools
More and more organizations are using OneDrive for enterprise content collaboration. Read how Microsoft's collaboration tool can fit into your daily workflow. Continue Reading
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Feature
18 Feb 2019
How Lucky Brand improved its online customer experience
As retailers try to keep up with customers' changing expectations, more and more brands are trying to mesh their online shopping experience with their in-store experience. Continue Reading
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Feature
13 Feb 2019
Google, WordPress develop a CMS for news
Google is funding a WordPress-based content management system aimed at helping small news publishers juggle the demands of publishing news both in print and online. Continue Reading
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Tip
08 Feb 2019
ECM features of the future get an AI boost
AI can help to retrieve and organize content, so it makes sense for ECM platforms to have AI capabilities. Take a look at how AI can enhance ECM. Continue Reading
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Feature
04 Feb 2019
Personalization technology can both help, hurt CX strategy
Technology makes it easier for organizations to personalize content for online prospects. But brands need to make sure they don't get too personal and push away potential buyers. Continue Reading