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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Opinion
30 Jan 2019
Why the future of SharePoint could be dismal
Microsoft SharePoint dominated the industry back in its prime. Cloud file-sharing competitors, however, may force some difficult SharePoint rip-and-replace decisions. Continue Reading
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News
29 Jan 2019
Dropbox acquisition of HelloSign targets Box's enterprise share
Dropbox deepened its play for enterprise customers by acquiring e-sign startup HelloSign and targeting a top competitor, Box. Continue Reading
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Tip
25 Jan 2019
5 crucial WCM capabilities you can't live without
Web content management systems should be able to do more than create and publish web content. Use this checklist to ensure that your WCM system can keep up with today's content needs. Continue Reading
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Feature
17 Jan 2019
CRM vs. CX: How companies are pivoting in philosophies
It might be time to retire the decades-old concept of CRM now that CX is appearing everywhere. Learn how embracing CX alters the thinking of enterprise leadership. Continue Reading
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Feature
15 Jan 2019
Open source search engines attract developers
The enterprise search market is evolving and offering new options, such as open source and AI. Discover the benefits of these platforms and how companies are using them. Continue Reading
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Feature
14 Jan 2019
Successful chatbot content strategies rely on tools, AI
Chatbots aren't a panacea curing customer support issues. Organizations must hone their content quality, organization and management to create successful bots. Continue Reading
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Podcast
14 Jan 2019
Salesforce e-commerce upgrades put focus on mobile
Salesforce Commerce Cloud mobile-centric, consumer-focused upgrade unveiled at NRF 2019 conference, including Einstein Visual Search and Einstein Recommendations. Continue Reading
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Tip
08 Jan 2019
Be aware of new OneDrive and SharePoint security features
SharePoint and OneDrive shops can implement recent security features to improve the content sharing process. Discover what's new from Microsoft and how these features can help. Continue Reading
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News
07 Jan 2019
Salesforce High Velocity Sales boosts inside sales
High Velocity Sales includes Salesforce tools, such as Einstein Lead Scoring, Lightning Email, Sales Cadences and Work Queues, with more features expected in later 2019 releases. Continue Reading
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Answer
07 Jan 2019
How do Salesforce Success Cloud and Trailhead differ?
Success Cloud and Trailhead work hand in hand, enabling Salesforce users to make the most out of the platform and overcome obstacles along the journey. Continue Reading
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News
07 Jan 2019
HubSpot Ventures to strategically fund friendly startups
HubSpot remembers the financial backing it received as a new company and creates its own $30 million venture fund to invest in startups that align with the HubSpot mission. Continue Reading
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News
04 Jan 2019
Salesforce Lightning Web Components adds JavaScript model
By moving toward a standard-based JavaScript model, Salesforce is appealing to millions of JavaScript developers by making it easier to build custom apps on Salesforce Lightning. Continue Reading
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Opinion
20 Dec 2018
Salesforce CX, AI, integration tools are 2019 trends to watch
As the world pivots from CRM to customer experience management, Salesforce makes its own moves with research showing millennials value CX over the actual goods or services received. Continue Reading
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Feature
18 Dec 2018
2019 trends in content management: Personalization, AI
AI, personalization, open services platforms and vendor wars, content management software industry observers say, will be the top trends in 2019. Continue Reading
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Feature
13 Dec 2018
Which is the best ECM application for your business?
Examine the top commercial and open source ECM software to help you determine which product is best for your organization. Continue Reading
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Feature
11 Dec 2018
Payless ShoeSource switches digital asset management tools
A new DAM tool from Cloudinary helps the shoe seller get ready for the holiday shopping rush by automating the management of images on customer-facing websites. Continue Reading
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Tip
07 Dec 2018
5 benefits of PowerApps forms for SharePoint
Microsoft PowerApps has been around since 2015, but it is just now beginning to beat out its predecessor, InfoPath -- originally a straight PDF competitor -- in functionality. Continue Reading
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News
28 Nov 2018
Slack roadmap reveals new integration, collaboration in 2019
Slack plans to invest more in security, speed and integration with business productivity apps in 2019. The vendor revealed the plans in a roadmap presentation to admins this week. Continue Reading
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Podcast
20 Nov 2018
Where's the beef? Wendy's chooses an open source WCMS
Imagine winnowing down a software platform from 25 vendors -- what Wendy's did when choosing its WCMS. The burger firm made the complex task simpler with a scorecard ranking system. Continue Reading
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News
19 Nov 2018
Zendesk CRM moves beyond customer service into CX
Zendesk moves on from focusing solely on customer service by adding analytics, sales force automation and CRM capabilities, while also providing third-party integrations on AWS. Continue Reading
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News
16 Nov 2018
At Acquia Engage, CTO talks of open source WCM, Red Hat buy
Drupal author and Acquia founder Dries Buytaert talks about how the web content management system written for fun is morphing into a platform from which CX and e-commerce flow. Continue Reading
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News
16 Nov 2018
Zoho CRM Plus gets AI boost, aims to connect departments
Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market. Continue Reading
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Feature
15 Nov 2018
Marketing automation tools make personalization possible
Marketing automation software can be a game-changer for sales and marketing departments, as it helps simplify campaign management and gauge the performance of marketing efforts. Continue Reading
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Tip
15 Nov 2018
SharePoint Online web parts modernize corporate intranet
Microsoft unveils new features that will allow users to access Office 365, social media, news feeds and PowerApps all within one SharePoint intranet site. Continue Reading
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Tip
15 Nov 2018
5 new features for SharePoint modern pages
SharePoint modern sites, a set of upgrades for SharePoint Online, give administrators the ability to customize sites without third-party applications. Continue Reading
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Tip
13 Nov 2018
5 tips for how to build a SharePoint intranet site
While enterprise users can be hesitant to switch to a SharePoint intranet site, there are many steps that SharePoint administrators can take to control and curate the content that end users are exposed to. Continue Reading
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Feature
12 Nov 2018
HubSpot CMS targets WordPress users with stand-alone product
With the growing importance of customer experience personalization, HubSpot is offering its CMS as a stand-alone product to help customers' web businesses. Continue Reading
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News
07 Nov 2018
Dropbox Extensions gives users chance to try other vendors
The new Dropbox integrations will bring APIs to other file editing and e-signature vendors, making it easier for users to update files without toggling through applications. Continue Reading
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Feature
31 Oct 2018
M-Files QMS implementation helps Farbest Brands wrangle docs
Farbest Brands spent years shopping for technology that would foster compliance with the Food Safety Modernization Act of 2011. It finally settled on a quality management system. Continue Reading
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Feature
31 Oct 2018
Box takes on OpenText, Microsoft as enterprise content hub
Enterprise content management platforms will become the single source of truth for knowledge for desktop and mobile devices. Box hard-charges bigger competitors to win that spot. Continue Reading
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Podcast
29 Oct 2018
Future of SharePoint on solid ground, despite rumors
On the Pipeline, Microsoft GM Seth Patton contemplates SharePoint's future and how it fits in with Office 365 cloud, Teams, OneDrive and AI initiatives. Continue Reading
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News
25 Oct 2018
Adobe Magento Commerce Cloud brings e-commerce muscle
After acquiring Magento for $1.7 billion earlier this year, Adobe has integrated its commerce product into Adobe Experience Cloud for both enterprises and SMBs. Continue Reading
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Podcast
17 Oct 2018
Pipeline podcast ranges over Dreamforce news
Einstein Voice, Customer 360, Salesforce partners and all things Dreamforce. The Pipeline podcast takes on these developments and takes an inside look at Salesforce Tower, too. Continue Reading
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News
26 Sep 2018
Clicks-and-bricks one-up online companies with behavioral data
Physical stores and banks are closing, losing ground to more agile online competitors. Technology and data can help them fight back. Continue Reading
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News
24 Sep 2018
Open data, customer experience AI the focus for retail automation
AI is infusing the customer experience not only online, but in stores. At Ignite, SAP, Adobe and Microsoft joined forces for the common goal of sharing data to push AI even further. Continue Reading
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Tip
21 Sep 2018
4 tips on getting up to speed with GDPR for U.S. companies
When GDPR went into effect four months ago, some U.S. companies just shut down communications with EU customers, but compliance can benefit organizations and marketers. Continue Reading
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News
19 Sep 2018
Microsoft Dynamics 365 AI going hard after Salesforce
Microsoft hammers Salesforce by launching low-code, AI-based virtual agents for customer service. Also: New tools for sales and marketing add automated insights to Dynamics 365. Continue Reading
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News
14 Sep 2018
Adobe acquisition of Marketo could shake up industry
Adobe looking to acquire Marketo could also be a ploy to incite a bidding war for Marketo from its holding company, Vista Equity, according to an analyst. Continue Reading
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Podcast
06 Sep 2018
Box AI strategy looks to give users AI development tools
Box wants to be the hub of its enterprise users' software and AI content ecosystems with integrations and partnerships ranging from Google, IBM and Microsoft to Slack and Facebook. Continue Reading
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News
31 Aug 2018
Box-IBM AI connection core component of Box partner strategy
Box and IBM continue to expand their three-year relationship. As a result, IBM became the first Box AI partner to develop custom AI applications for Box Skills Kit. Continue Reading
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News
24 Aug 2018
Box admins get a deeper view with Insights Dashboard
In the GDPR era, compliance and security become heightened concerns. Box Insights Dashboard gives administrators a look into enterprise cloud activity. Continue Reading
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News
20 Aug 2018
Box AI, workflow automation strategies about to unfold
Box is set to reveal new AI and workflow automation tools to add to its cloud content services platform -- technology seen as key to the vendor's future. Continue Reading
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Tip
17 Aug 2018
Office 365 SharePoint Online features raise CIO concerns
Most of Office 365's products can help solve specific challenges facing CIOs, but they also seem to compete directly with some of SharePoint's own capabilities. Continue Reading
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Feature
17 Aug 2018
Nuxeo among new wave of content services platform vendors
An Indigenous-led organization is preserving British Columbia's native languages with the help of a newer type of content management platform that's designed to handle multiple content formats. Continue Reading
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Feature
01 Aug 2018
Customer service chatbots gain ground
As chatbots begin to replace email as the go-to customer service channel, more and more companies are using AI and natural language processing to improve their chat services. Continue Reading
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News
26 Jul 2018
OpenText-Salesforce integration gaining momentum
An Australian life insurance company, given an opportunity to start anew with IT, chooses Salesforce as interface to deep OpenText content repository. Continue Reading
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Podcast
26 Jul 2018
Evaluating CMS platforms, LA County stays on Documentum
OpenText wins -- or rather, retains -- a massive Documentum customer in LA County after the company acquired the content services platform from EMC last year. Continue Reading
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Podcast
20 Jul 2018
At OpenText Enterprise World, security and AI take center stage
OpenText unveiled its new application, OT2, at OpenText Enterprise World 2018, while also touting the importance of security. That and more are discussed on the latest episode of the Pipeline podcast. Continue Reading
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News
13 Jul 2018
Endpoint security tool fueled OpenText's Guidance Software acquisition
Endpoint security was the primary draw for OpenText's Guidance Software acquisition. But plans to improve e-discovery and data forensics with Magellan AI are part of the roadmap. Continue Reading
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Feature
12 Jul 2018
Customers, vendors differ on digital transformation definition
Digital transformation may be the talk of the analyst sphere and the marketing domain, but people using the technology aren't necessarily thinking in those terms. Continue Reading
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News
10 Jul 2018
OpenText OT2 hybrid cloud EIM platform debuts
OpenText's makeover of EIM platform reflects reality that few companies are fully cloud or fully on premises anymore; SaaS, microservices bridge CMS gaps between the two. Continue Reading
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Tip
10 Jul 2018
Assessing GDPR's data protection officer requirements
The GDPR's data protection officer mandate gives the EU a point person for compliance complaints, but not all companies need one. See when DPOs are required and what they do. Continue Reading
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Feature
02 Jul 2018
Cannabis CRM replicates dealer-customer relationship
When a big-city medical marijuana business wanted to better serve clients, it opted for cannabis CRM software that tries to replicate the traditional dealer-customer relationship. Continue Reading
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Feature
27 Jun 2018
AppExchange in Salesforce a slam-dunk for Detroit Pistons' workflow
The Detroit Pistons needed help getting the most out of Salesforce, so they turned to AppExchange -- although the abundance of choices is sometimes a challenge. Continue Reading
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Tip
21 Jun 2018
SharePoint hub sites raises migration questions among users
In the newest rev of SharePoint Online, what used to be sub-sites are now new freestanding sites. This change and others may create migration migraines. Continue Reading
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News
20 Jun 2018
Adobe-Microsoft partnership adds key integrations
Adobe brings its Document Cloud to Microsoft Office 365 and Dynamics 365, making it easier for licensees of both to quickly convert files into PDFs and into Acrobat. Continue Reading
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Feature
19 Jun 2018
Data migration software coming for SAP CRM
At Sapphire Now, SAP unveiled C/4HANA, a suite of applications that brings together ERP and CRM. To make it easier to switch, migration tools can be added to the suite. Continue Reading
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Tip
13 Jun 2018
Cloud DAM platforms vs. on premises for digital asset management
Learn about digital asset management and how cloud DAM democratizes media management and delivery across the enterprise while reducing operations costs and increasing productivity. Continue Reading
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Feature
11 Jun 2018
Keys to customer engagement on social media CRM
Responding to positive and negative customer inquiries on social media is important, industry experts say, and that can go far in retaining customers and promoting your brand. Continue Reading
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Feature
05 Jun 2018
Selecting a CRM cloud to host sales, service and marketing
Azure, AWS and Google are popular public clouds. But not all CRM systems are interchangeable with each of them. Experts break down the decision-making process. Continue Reading
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Feature
05 Jun 2018
Marketers face stiff challenges improving CRM capabilities
Amid the proliferation of AI and cloud-based apps, marketers acknowledge and take partial blame for problems encountered along the way to improving their CRM capabilities. Continue Reading
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Feature
05 Jun 2018
AI strategy comes first, then AI tools second
If your organization plans to implement AI into its workflow, be sure to develop a sound strategy and provide the necessary training to get the most out of the software. Continue Reading
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Tip
30 May 2018
ECM gets a show of support from Zendesk Guide Enterprise
Guide Enterprise captures insights and curates knowledge bases for customer service representatives and customers while helping large support teams streamline content production. Continue Reading
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Tip
29 May 2018
Sales Cloud implementation transforms sales tracking, analysis
Salesforce Sales Cloud has made Thompson Pump's once manual, paper-backed tracking, analyzing and crediting processes fast and tidy, reducing order-processing time by about 20%. Continue Reading
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Tip
23 May 2018
Five areas to focus on in a SharePoint and GDPR compliance strategy
SharePoint admins need to be ready for the General Data Protection Regulation, too. Expert Reda Chouffani suggests five things to focus on when preparing for GDPR. Continue Reading
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Tip
23 May 2018
Workplace collaboration tool bolsters employee productivity
The benefits of workplace collaboration tools trickle down to employee relationships, company growth, community engagement and training. Use this tip to choose the right tool. Continue Reading
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News
15 May 2018
HubSpot customer service tool Service Hub aims to transform SMBs
HubSpot's Service Hub, the new customer service product, aims at helping small and medium businesses complete the view of the customer, combined with the company's sales and marketing products. Continue Reading
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Feature
10 May 2018
Clari AI for sales helps to enhance Salesforce
One company found that when using a variety of different vendors, a third-party AI product was more beneficial than a core vendor's AI offering. Continue Reading
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Tip
07 May 2018
Adding artificial intelligence bots to Cortana for Office 365
AI bots aren't just for requesting songs and definitions anymore. As enterprises look for ways to bring virtual assistants into the workspace, Microsoft's Cortana stands ready. Continue Reading
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Tip
03 May 2018
Cohesive AI in CRM strategies requires a singular 360 view
Implementing and upgrading AI CRM marketing and sales capabilities requires a holistic, multipronged strategy that encompasses all departments and customer engagement channels. Continue Reading
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Feature
01 May 2018
Content, data services enable digital workplace transformation
There's a lot of tech behind digital workplace transformations: middleware, application modernization, content and data services. Done right, it enables work-from-anywhere models. Continue Reading
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Tip
01 May 2018
How Salesforce teams will feel the impact of GDPR
With less than a month until GDPR has to be implemented, both B2B and B2C sales teams must be prepared to properly protect or even dispense of customer data, according to experts. Continue Reading
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Feature
30 Apr 2018
GDPR for marketing: What U.S. content management execs need to know
Digital experience encompasses your brand presence on the web -- all of its targeted content, personalized marketing and customer interactions. Get your DX GDPR act together. Continue Reading
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Tip
30 Apr 2018
ECM, digital document management help energy company surge
Sterling Energy can now expand its gas and water distribution services with a digital document management system that gives them real-time insight into business transactions. Continue Reading
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Feature
30 Apr 2018
E-signature software market caters to contract-heavy industries
How do electronic signature tools from DocuSign, eSignLive, Adobe Sign, SignNow and SignEasy stack up? A G2 Crowd expert helps us sort through the field. Continue Reading
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Tip
26 Apr 2018
Free GDPR tool for SharePoint aids data privacy compliance
A free, open source tool for SharePoint helps admins build a GDPR management hub to comply with the EU's data privacy law. Continue Reading
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Podcast
24 Apr 2018
Going paperless, AI, blockchain headline AIIM Conference
AI, cloud storage and blockchain technology were discussed at the AIIM Conference. The Pipeline podcast rehashes the conference and two organizations that rid themselves of paper. Continue Reading
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News
16 Apr 2018
How a digital transformation process helped curb reliance on paper
By moving on from paper, the North Carolina Court System and the Texas Animal Health Commission were able to accommodate constituent or partner requests much quicker. Continue Reading
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News
13 Apr 2018
Intelligent information management is ready for AI, blockchain
A panel discussion at AIIM 2018 looked at how AI, cloud and blockchain will disrupt the intelligent information management space. Continue Reading
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Podcast
12 Apr 2018
Salesforce World Tour Boston talks Integration Cloud, Social Studio
Salesforce World Tour sessions included dives into Philanthropy Cloud, integrated surveys and Salesforce's new Integration Cloud. Continue Reading
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Answer
28 Mar 2018
Is it easy to migrate from PerformancePoint to Power BI apps?
Organizations like to use PerformancePoint as a way for users to interact with visualizations, but it doesn't work with Power BI apps, which can be a problem. Continue Reading
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Answer
26 Mar 2018
Is Microsoft PowerApps an InfoPath alternative?
As users search for an InfoPath alternative, the seemingly obvious answer would be Microsoft PowerApps. However, Microsoft never intended for PowerApps to be the InfoPath replacement. Continue Reading
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Tip
26 Mar 2018
Five ways SharePoint plays a key role as a digital workspace tool
New working structures, rules and geographies have made SharePoint a more and more important platform, as it enables workers to get it done anytime, anywhere, on any device. Continue Reading
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Podcast
23 Mar 2018
Salesforce acquisitions reach new heights with MuleSoft purchase
The intrepid Pipeline podcasters break down the MuleSoft acquisition, which enables hybrid cloud/on-premises CRM. Also: Salesforce Essentials replaces Desk.com and SalesforceIQ. Continue Reading
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News
23 Mar 2018
Box CEO weighs in on Dropbox IPO, AI in content management
In a wide-ranging conversation, Box CEO talks about Dropbox's public offering, AI's next application for content, Salesforce investing in both Box and Dropbox, and much more. Continue Reading
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News
22 Mar 2018
Salesforce-MuleSoft deal focuses on data integration
Beyond producing a hybrid cloud product with its new Integration Cloud, Salesforce now has capabilities for customers to build microservices with MuleSoft's technology. Continue Reading
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News
16 Mar 2018
Salesforce small business tools get major refresh
Emphasizing the 'S' in 'SMB,' Salesforce goes after companies with 20 employees or less with Salesforce Essentials -- with hooks into Trailhead's free training. Continue Reading
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Feature
15 Mar 2018
Digital sales transformation may require shadow IT dark ops
Sales tech initiatives culminating with flipping the AI switch require operational and IT prep involving data aggregation, training salespeople and, possibly, shadow IT experiments. Continue Reading
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Feature
08 Mar 2018
Leading brands see the need for personalized content
Content personalization continues to expand within companies as maturing technologies make it a viable marketing option for customer engagement strategies. Continue Reading
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Answer
06 Mar 2018
Drupal vs. Acquia: What's best for which organizations?
Which fork in the road should an organization take: open source Drupal, or Drupal with Acquia's service package and strong security and standardization? It's not always obvious. Continue Reading
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News
27 Feb 2018
OpenText acquisition of Hightail signifies ECM market disruption
Alfresco's sale to an equity firm is seen as 'cautiously optimistic,' according to an analyst, adding that the influx of funding will continue operations. Continue Reading
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News
27 Feb 2018
How long does Office 365 deployment take?
If you're wondering how long an Office 365 deployment takes, expert Shawn Shell has the answer for you. Continue Reading
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Tip
27 Feb 2018
Strategizing cloud GDPR compliance for the content app stack
Box compliance president Crispen Maung discusses vendor-agnostic GDPR compliance tips for subscribers to CMS cloud services as they ready for GDPR enforcement in late May. Continue Reading
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Podcast
12 Feb 2018
Content management in the cloud a main theme in 2018
The future of content management resides in the cloud and with AI, as several 2018 conferences will assure you. Continue Reading
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Tip
05 Feb 2018
Six things to know about today's SharePoint implementations
As companies migrate their on-premises Microsoft SharePoint sites to the cloud, here are some things they should know about the current state of the platform. Continue Reading
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Tip
31 Jan 2018
Salesforce Classic vs. Lightning: How the CRM versions stack up
With migration becoming unavoidable, you should understand the different features available between Salesforce Classic vs. Lightning. Here is a chart to help you do just that. Continue Reading
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Answer
31 Jan 2018
How will WP Engine's $250M influx affect the future of WordPress?
The already-large WordPress provider WP Engine is getting a massive cash infusion, but what does that mean for the content management market? Expert Geoffrey Bock weighs in. Continue Reading
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Tip
26 Jan 2018
Salesforce Pardot certification opens doors, boosts salaries
Pardot consultant Stacey Cogswell talks about the opportunities and challenges when obtaining Salesforce certifications. Continue Reading
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News
23 Jan 2018
Salesforce Trailhead gets social boost for admins, developers
Salesforce might not own LinkedIn, but it's creating a similar online social network of certified professionals via Trailhead, complete with vanity URLs and more detailed profiles. Continue Reading
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Tip
22 Jan 2018
Agile content management leads to iterative value
An Agile approach to enterprise content management enables companies to continually improve ECM systems and add value steadily and quickly. Here's how to make it work. Continue Reading