customer experience management

cloud customer experience management Enterprise M&A mergers and acquisitons Qualtrics sap TC

Analysts weighing in on $8B SAP-Qualtrics deal don’t see a game changer

sudshr47 November 12, 2018

SAP CEO Bill McDermott was jacked up today about his company’s $8 billion Qualtrics acquisition over the weekend. You would expect no less for such a big deal. McDermott believes the data Qualtrics provides could bridge the gap between his company’s operational data and customer, data wherever that resides. The idea behind Qualtrics is to […]

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Salesforce wants to end customer service frustration with Customer 360

sudshr47 September 25, 2018

How many times have you called into a company, answered a bunch of preliminary questions about the purpose of your call, then found that those answers didn’t make their way to the CSR who ultimately took your call. This usually is because System A can’t talk to System B and it’s frustrating for the caller, […]

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Adobe looks to AI to lift customer experience business

sudshr47 September 10, 2018

For years, marketers have been trying to optimize the online shopping experience to better understand their customers and deliver more customized interactions that ultimately drive more sales. Artificial intelligence was supposed to accelerate that, and today Adobe announced enhancements to Adobe Target and Adobe Experience Manager that attempt to deliver at least partly on that […]

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Adobe could be the next $10 billion software company

sudshr47 June 15, 2018

Adobe reported its Q2 FY’18 earnings yesterday and the news was quite good. The company announced $2.2 billion in revenue for the quarter up 24 percent year over year. That puts them on an impressive $8.8 billion run rate, within reach of becoming the next $10 billion software company (or at least on a run […]

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Kahuna comes out of the gate with customer engagement platform

sudshr47 April 5, 2018 Startups

We keep hearing about the value of customer experience from some of the world’s biggest software companies. Last week Adobe trotted out the customer experience system of record at Adobe Summit. Meanwhile, Salesforce announced its Integration Cloud. Today Kahuna, a Redwood City, California startup, announced a platform to compete with the giants to help brands […]

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As marketing data proliferates, consumers should have more control

sudshr47 March 30, 2018

At the Adobe Summit in Las Vegas this week, privacy was on many people’s minds. It was no wonder with social media data abuse dominating the headlines, GDPR just around the corner, and Adobe announcing the concept of a centralized customer experience record. With so many high profile breaches in recent years, putting your customer […]

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Adobe wants to be your customer experience record keeping system

sudshr47 March 27, 2018

For years, the goal of marketers was to understand the customer so well, they could respond to their every need, while creating content specifically geared to their wishes. Adobe Cloud Platform has long acted as a vehicle to collect and understand customer data inside the Adobe toolset, but today Adobe took that a step further. […]