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Contact center strives for strategic role

01 Jan 2012

Issue 2 highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be ... Read More

HP CEO partly blames internal IT for company's problems - why not outsource?

04 Oct 2012

HP CEO Meg Whitman has said poor internal IT systems have hampered the business. She blamed the lack of compelling sales and customer relationship management (CRM) systems within the company for ... Read More

Dutch developer offers businesses nuclear security option for communications

12 Feb 2019

Startup that created the secure platform for communication between world leaders at the 2014 Nuclear Security Summit in the Netherlands seeks to revolutionise business mail Read More

CRM vs. CX: How companies are pivoting in philosophies

17 Jan 2019

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. Read More

Pegasystems Customer Empathy Advisor AI tool gauges ethics

04 Jun 2019

Pegasystems' new empathy AI tool aims to help users make more ethical business decisions by gauging the empathy level of human and digital customer service agents. Read More

Dreamforce 18: Benioff calls for ‘inclusive capitalism’

26 Sep 2018

At Dreamforce 2018 in San Francisco, Salesforce founder and co-CEO Marc Benioff argued for what he called “inclusive capitalism” and urged the technology industry to set the highest possible ethical standards Read More

New widget for RingCentral integrations targets enterprises

13 Mar 2019

RingCentral released several new tools for enterprises ahead of Enterprise Connect 2019, including a widget for adding RingCentral integrations to CRM and help desk apps. Read More

Don Schuerman

Pegasystems

Don Schuerman is CTO and vice-president of product marketing at Pegasystems, responsible for Pega’s platform and CRM applications.Read More

Tom Venables

Turnkey Consulting

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SAP's McDermott joins ServiceNow to push enterprise growth

23 Oct 2019

SAP's Bill McDermott will take over as ServiceNow CEO, replacing John Donahoe, in a move that analysts say could take the fast-growing ITSM vendor in new product directions. Read More