Businesses are in a difficult situation. Today’s customers demand more experiences and contextually relevant engagements than they are equipped to deliver. The secret behind the abbreviation CEM is more important than ever. This places the businesses on a difficult and challenging trail that they ne...

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 ...

The News

Well, it is already more than two weeks ago that this news hit the wires, but SAP announced the acquisition of Gigya, a leading Customer Identity and Access Management (CIAM) platform vendor. Gigya got placed in the top position of Forrester’s Wave for Customer Identity and Access Managemen...

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 ...

For a while now I am contemplating about why companies choose one custserv solution over another. After all the market is pretty crowded. Vendors have a hard time to differentiate themselves. Just looking at G2Crowd one finds 88 Help Desk Solutions. Larger organizations are likely to be influenced b...