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It gives some measure of the importance we give to AI that I went to two conferences last week and sat through two panel sessions on the subject. At CRM Evolution, I was part of the discussion in a breakfast session. At the Oracle CX show, executives involved in the adaptive intelligent applications...

A few years ago, when Oracle was busy buying companies to fill out its front-office cloud offering, RightNow Technologies developed a "day in the life" video that has stuck with me. It was shown at RightNow's last user meeting as an independent company. In fact, at the conference where it debuted, O...

Salesforce has entered an alliance with QuintilesIMS aimed at helping life sciences companies move treatments from clinical phases to commercial applications more effectively.

Healthgrades, an online resource to provide consumers with information about physicians and hospitals, on Wednesday launched CareChats, a tool that allows encrypted text and email conversations between patients and their healthcare providers. Developed in partnership with Conversa, CareChats enables...

More than a quarter of marketers went into marketing because they wanted to be creative, researchers have found. So why do so many B2B marketing efforts seem exactly the same? The reason, in part, is that some things work well. In nature, convergent evolution leads different kinds of organisms to ...

They say it can take a product idea 10 years to go from concept to mass-market appeal but that might be only an optimist's viewpoint. Some of the best ideas in CRM right now have been marinating for at least that long -- and some for much longer. Two great examples are analytics and CPQ, which compa...

"If there's anything true about B2B service, you have to do it in the context of the customers themselves in order to be successful. That's our philosophy," said CloudCraze EVP Andrew Witherspoon. "What is the purpose of CRM and marketing? It's to reach out, find and engage prospects, and to move th...

United Airlines' self-made firestorm spread on Tuesday, as a video showing a passenger being forcibly dragged off a plane continued to make the rounds on social media. The passenger had refused to comply after being told he'd been bumped off the Sunday flight. The incident sparked international outr...

Watching Oracle's cloud strategy roll out has given me renewed respect for its approach to the market. As a company that has been public for a long time, Oracle has displayed all the warmth of an anaconda. I have friends there, and they are not anacondas, but I hope they know what I mean. Oracle kno...

SugarCRM has announced the latest version of its app for iOS and Android, Sugar Mobile 5.0. It includes a redesigned user experience based on customer feedback; support for Apple's Touch ID; a new Sugar MACS service that lets users customize login, splash and loading screens to support their organiz...

Most people think they know what the term "artificial intelligence" means, based on the results of a survey Pegasystems released Tuesday. However, their responses suggested that they probably don't fully understand how it's being used today, including in the customer service realm. Researchers polle...

Salesforce this week announced Financial Services Cloud Einstein, an artificial intelligence-based CRM tool for financial advisors. It gives users a holistic view of each client's household and wealth ecosystem and lets them leverage Salesforce's AI technology to seek out new business opportunities....