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One of the biggest challenges facing organizations of all sizes trying to move to the cloud is finding and retaining the skilled workers necessary to implement today's rapidly expanding assortment of on-demand services. This skills gap cost companies more than $250 million in lost business opportuni...

The new battleground in enterprise software is likely to be the software platform. This is not to say that analytics and security are not important, but they are being handled in different ways. Security is being handled in ways that address both hardware and software vulnerabilities, but these thin...

Google has built a new marketing model around "micro-moments." Many other companies are following suit. "You have to make that conversion happen right on the spot once customers have looked at your website or mobile app," said Bret Bonnet, president of Quality Logo Products.

If you're in sales, there are people in your organization you want to talk to, and others you may go out of your way to avoid. You might be excited to talk to the CMO -- or not so excited -- based on the leads you recently worked. You might avoid the people from finance who bother you with questions...

The 5G standards target billions of new devices that will connect to operators' networks over the next decade and beyond. Each device type serves a use case that can be high-volume with low throughput requirements, or low-volume but high-value from a customer's point of view. The list of use cases k...

"The most important thing an SMB can do ... is be proactive and ready to help [customers] right at the moment they need it," said Linda Crawford, CEO of Helpshift. Companies must streamline support systems to resolve issues faster and more efficiently, she said. An up-to-date knowledge base enables ...

The mushrooming popularity of smart speakers like Amazon Echo and Google Home will fuel e-commerce in the coming year. "You're going to have a whole new frontier of commerce space driven through voice and brand recognition," said Michael Levine, marketing vice president at Photon. "It's going to be ...

Figuring out the year ahead in CRM is tricky and getting more so. Making predictions has been more challenging for the last several years. We've seen an array of new technologies take root and blossom, but managers have had trouble figuring out how to adopt them. Those innovations have fueled a lot ...

A digital customer journey "has to be a full end-to-end cycle," said Diego Tartara, Globant CTO Latin America. "It starts from the actual need and goes all the way to the usage of the product or brand.

There was a lot in customer relationship management to like in 2017. The industry racked up north of $35 billion and the cloud reigned supreme. However, future growth presents a challenge. We're going to need to look beyond selling generic seats to grow the CRM market from here. It's a whole new bal...

Cali Group has announced a pilot program using kiosks equipped with facial recognition software and artificial intelligence to ease the ordering process for regular customers at the Pasadena, California, location of its international CaliBurger restaurant chain. The kiosks use NEC's NeoFace facial r...

Oracle's most recent financial report reveals some hints about its future. Oracle has posted some very impressive numbers as its cloud computing products and services have taken off, and the recent Q2 reporting is a fine reference point. From the company's announcement of its Q2 results: Cloud SaaS ...

Heap has introduced a new feature set for its autonomous customer insight platform. Non-destructive data modeling allows users to define and model new insights without touching the raw data structure, speeding up productivity. Virtual event definitions let users retroactively update metrics on the f...

One of the big stories of next year might be decentralization. Decentralization is what it sounds like: pushing centralized processes and decision-making to the periphery, where it is believed people can be more effective at dealing with whatever is on tap. Western democratic capitalism runs circles...