In many companies, when justifying your customer experience (CX) technology investments to your CFO, cost-cutting KPIs are king. Most benefits cited for the CX tech stack are usually around operational…
Despite potential synergies, mergers are never easy — and often never achieve the economies of scale that were imagined. They require a marrying of cultures, knowledge, and the processes of…
When it comes to improving customer experiences, you might wonder about the common opportunities among retail, financial services, high-tech SaaS, and technology services companies. Over the last few weeks, I…
Search is having a moment. Again. It’s not as if we haven’t always wanted search engines that bring us the most relevant results—read our minds and show us exactly what…
Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release), Salesforce Community Cloud has grown in popularity and capability. As organizations look to provide…
Planning an enterprise search engine replacement is much like replacing a cell-phone from 10 years ago with the latest model. There is not just a quantitative difference (faster, more memory)…
Enterprise search seems simple, belying the complicated decisions involved with enterprise search engine replacement. You type a phrase into a box, press enter, then you get back a listing of…
