Customer service is in the middle of a transition. Not only is technology capable of doing far more than it was, say, ten years ago, but also are customers expecting far more. That has a consequence for businesses. Automation and conversational AI are one thing. These technologies already help compa...

The year 2021 comes to an end. More than three years have gone by since the last look at the Clash of Titans, an analysis of how the then big 4.5: Microsoft, Oracle, Salesforce, SAP, and Adobe – along with some other players, are shaping the greater CRM and CX arena. A lot has changed since Thomas W...

Following the great discussion about Customer Journey Orchestration that we had with Graham Hill it was obvious that this topic deserves and requires more attention. We had a lot of points and different terms, starting from customer journey management, customer managed journeys, customer journey ana...

The News

On July 18, 2021, Zoom Video Communications, Inc. announced the acquisition of Five9, Inc. in an all-shares transaction. The transaction values Five9 at around $14.7 billion.

According to the press release “the acquisition is expected to help enhance Zoom’s presence with enterprise customers ...

On June 15, 2021, the CRMKonvos crew had the chance to chat with Andreas Schuster, Customer Success Director for SugarCRM in Europe, about the company’s evolving vision and goals. He did not disappoint.

Schuster has filled a variety of roles over the years, both in the software industry and outside o...