This will be a rant, but a rant with roots in the belief that employee experience fosters customer experience.
As it should be well-known by now, Microsoft fired around 9,000 employees in July, after doing some smaller layoff rounds already in 2025, totaling more than 15,000 employees according to th...
On December 17, 2024, Salesforce announced Agentforce 2.0 after introducing Agentforce 1.0 during the company’s Dreamforce event. With it, it repositions Agentforce as a “Digital Labor Platform” that is capable of supplying businesses with an infinite workforce. This way, they shall be able ...
On June 5, 2024, SAP announced that it entered into a definitive agreement to acquire WalkMe. Walkme is a leader in the digital adoption platform (DAP) market. DAPs are about the elimination of digital friction from workflows to turn the business application tech stack into a competitive adv...
On April 15 to April 18, 2024, Zendesk held its annual Relate event, including a half day analyst track on April 15. The event was attended by around 1,600 customers, partners and analysts.
It was about Zendesk’s strategy, which revolves around - no surprise here - AI to deliver better custom...
What the heck is customer experience, and who is responsible for it? These are two very good questions, for which I, myself, have some very distinct answers.
Let’s start with them, before I dive deeper into that topic with Praval Singh, VP Marketing for Customer Experience at Zoho, who – naturally – ...
