The most important tool that enterprise software vendors have in their respective arsenals is their platform. While Vinnie Mirchandani rightfully states that Enterprise Software Platforms have so far underwhelmed, Denis Pombriant proclaims them the new battleground. In my opinion it is not that new ...

It has been a little more than half a year now that I didn’t update on what is going on with SAP CRM and S/4HANA (which I will refer to as S/4 from now on; SAP it is time for you to change the unwieldy name to something more manageable).

What Happened – So Far

As you are well aware SAP is working on...

The fall conference season is in full swing. Of the big 4 we had Oracle Open World and the SAP Hybris Summit, with the Salesforce Dreamforce, SAPPHIRE, and Microsoft Connect() still to come. I have covered the SAP Hybris Summit, so do not need to say much about it anymore. The event was short on gre...

A few weeks ago I wrote an article about customer service in a world of ambient computing. This article looked at customer service from a customer’s point of view. In it I described how I see customer service getting humanized again by leveraging the advances in AI technologies like Natural Language...

A short while ago Craig Rentzke from Helpshift pointed me to a particular episode of CXOTalk, featuring Kevin Henrikson of Microsoft and professor Anindya Ghose from NYU. Henrikson is responsible for Microsoft’s Outlook for Mobile, a personal information manager (PIM) app, whereas prof. Ghose comes ...