The AI hype train is moving at terminal velocity, but the tracks are missing. We have vendors pitching artificial general intelligence that will solve world peace, and executives panicking because they think a conversational wrapper aro...
The 2026 EdelmanTrust Barometer is out. What do its results mean from a #CX angle?
Based on the trajectory from Innovation Anxiety (2024) to Grievance (2025) and finally Insularity (2026), we can see five critical impacts on Customer Experience (CX). The data suggests that CX strategies must pivot fr...
Fresh from the 2025 SugarCRM Analyst Summit, waiting for my plane home, it is time to sort my thoughts.
From Monday, 1/27 evening to Wednesday 1/29 in the morning we had some time jam packed with information and good conversations with SugarCRM execs, customers, and in between analysts. The main summ...
Cloud Wars’ Bob Evans recently did an excellent and very interesting interview with SAP CEO Christian Klein about SAP’s priorities, which include integrating generative AI with SAP Business AI “to address complex business challenges an drive holistic transformation by optimizing processes like quote...
It is hard to believe but another year just flew by. It was a year that was defined by considerable hope and hype about generative technologies. It also means that another year lies ahead of us, a year that may or may not bring change.
It also means that I get asked again for my outlook for CRM, CX a...
