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Microsoft Nabs Nuance for $19.7B to Bolster Cloud for Healthcare
April 13, 2021
Microsoft has announced it is purchasing Nuance Communications, a natural language to computer processing company, in a deal valued at $19.7 billion. "Nuance's popular healthcare-focused products and services will provide Microsoft an instant revenue stream and relationships with existing Nuance customers," noted Charles King, principal analyst with Pund-IT.
How to Ride the 'Consumer Wave' to Better Customer Experiences
April 5, 2021
Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings and related issues in more detail with the company's CEO Paul Jarman.
Sophisticated CRM Now at the Core of Customer Success
April 1, 2021
With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk. Relationship risk is no different, and the role of the CRM is right at the center.
Cybersecurity Fears Trigger Migration From the Public Cloud
March 26, 2021
Cloud cybersecurity -- or a lack of it -- is feeding a frenzy of companies out of the public cloud. A similar concern about managing compliance obligations is keeping organizations from moving to the cloud in general. However, much of the growing concerns over cloud cybersecurity result from experiences with public and private cloud platforms. A trend toward hybrid cloud computing could be an approach to better ensure data security.
AI, ML Not Yet a Plug-and-Play Proposition for Marketers: Study
March 24, 2021
Personalization and automation, two of the hottest buzzwords in the lexicon of CRM practitioners, are all the rage for marketers these days. But only 14 percent of organizations are using artificial intelligence or machine language to automate their marketing campaigns. A survey by Rackspace Technology reveals that the majority of organizations worldwide lack the internal resources to support these high-powered CRM initiatives.
Implementing Iterative ROI
March 22, 2021
In the old days you could identify weak spots in your business and purchase software systems designed to eliminate or at least to significantly reduce those liabilities. Performing an ROI analysis usually consisted of two parts: a before study to determine the business' steady state; and a post implementation analysis to determine improvement. Good as that sounds, such studies left out a lot.
Nvidia + Arm and the Challenges of Building a New Type of Tech Company
March 22, 2021
Nvidia is in the process of working through regulatory approvals to buy Arm from SoftBank -- a technology holding company with mixed success husbanding its acquisitions. Let's explore this acquisition, the most significant regulatory hurdles the effort needs to overcome, and what might result once the two firms are one. We'll close with the product of the week: Nvidia's GeForce Now.
The Rise of Open Source: Pandemic, Economy, Efficiency, Trust
March 17, 2021
Those familiar with open source know that it works and comes with many benefits. A testament to the rising adoption of open source is the recent moves by software giants such as Microsoft, IBM, and Oracle into the open-source community. This corporate migration to open source is continuing as many organizations, both large and small, turn to open source in tough economic times.
The EU's Cure for the E-Waste Epidemic
March 15, 2021
Globally, we throw out 50 million tons of electronics waste every year, which is the equivalent of 1,000 laptops every second. This month the EU addressed this problem with a comprehensive "right to repair" law to dramatically reduce this waste. Let's explore electrical hardware sustainability issues this week, and look at a laptop that seems to anticipate these new e-waste regulations.
Mirror Image Solutions
March 8, 2021
Two CRM vendors made news recently. Zoho had an analyst conference that reminded us that many businesses don't benefit enough from verticalized suites; and Microsoft introduced several vertical industry systems, including one for nonprofits. One could say that Zoho and Microsoft displayed mirror image solutions in some ways. Let's take closer look.
A New Twist to Virtual Desktop Cloud Computing
February 16, 2021
Desktop as a Service provider Shells offers a new component to virtual cloud computing. It brings Linux distros and Windows 10 to any computer, mobile device, and some game consoles, via any Web browser. The U.S.-based startup went online in the first quarter of last year. Since then, CEO and founder Alex Lee has been drumming up favorable responses from businesses, casual users, and Linux developers.
Oracle's Reinvention
February 16, 2021
Oracle's continued strides in the tech space say a lot about perseverance and deep pockets. It was a darling of the 20th century tech era, rising from a startup in the database wars and becoming the sole surviving independent database company. But at some point, success leveled out its rise and it became just another big company. Then came the challenge of cloud computing.
The Unforeseen Consequences of Amazon's Boardroom Switch
February 8, 2021
Jeff Bezos last week announced he will be stepping down from his role of CEO Amazon. Bezos is following Microsoft's lead and putting his cloud executive Andy Jassy in charge of the company. Given that Microsoft was exceedingly successful with putting Satya Nadella in the same role, it would seem that this would be a slam-dunk success. But the issue is that Amazon is not Microsoft.
Is 2021 the Year Cyberattacks Force Privacy Laws to Grow Some Teeth?
February 4, 2021
Cyberattacks are increasing in frequency, ramping up the data privacy threats they pose to government agencies and businesses alike. Governments both domestic and foreign need to step up efforts to pass legislation that bolsters technological defenses this year, warn privacy groups. Stiffer privacy laws are gradually being reviewed and signed into the U.S. market. But that process is mostly taking place at the state level.
A New Era of Leadership on the Horizon at Amazon
February 3, 2021
Amazon gets a new chief executive this summer. Jeff Bezos plans to step down from that role and transition into a new job -- executive chair of Amazon. The chief of Amazon's cloud computing division, Andy Jassy, will become Amazon's new chief executive. Jassy served in that post in a temporary capacity along with another Amazon executive in recent years. The change will be effective in the third quarter, which starts in July.
CRM's Pandemic Performance
February 1, 2021
If you step back and look at what the tech sector has demonstrated to us through COVID, you can feel impressed. Early in the crisis vendors like Salesforce and Zoho began offering their products for free, or at low cost, to companies and end users suddenly faced with working at home. Oracle, Salesforce and others also developed tracking apps that could be easily deployed on the Web to help health authorities track exposure and quarantines.
What IT Leaders Would Do Differently if Faced With Another Crisis
January 22, 2021
In the early part of 2020, the pandemic forced companies around the world to rethink their practices and determine how to accelerate the adoption of technologies that would enable remote work. After closing out on a tumultuous year, many business leaders admit where they may have gone wrong. Here are some ways they would approach a shift to remote work, if faced with the crisis all over again.
Microsoft, GM, Cruise Partner on Self-Driving Cars
January 20, 2021
A strategic partnership with Microsoft was announced Tuesday by General Motors and Cruise aimed at speeding up the commercialization of shared self-driving vehicles. In addition, Microsoft will be joining GM, Honda and some institutional investors in adding US$2 billion to Cruise's coffers, bringing the value of the shared self-driving vehicle company to $30 billion.
The Critical Role of High-Tech R&D in the COVID-19 Era
January 12, 2021
Maintaining and increasing research and development spending in the COVID-19 era is critical for high technology vendors to deliver new solutions and services, continue to innovate, and position their businesses to rebound from the negative effects of the global pandemic. Analysts, financial advisors, and investors concur that, wherever possible, vendors should continue to aggressively invest in R&D.
Cloud Security Practices Playing Into Hands of Attackers
January 7, 2021
More than 80 percent of 650 cybersecurity and IT professionals surveyed by Check Point Software Technologies in July said their traditional security solutions either do not work at all, or only provide limited functions in the cloud. This indicates that organizations' cloud migrations and deployments are racing ahead of their security teams' abilities to defend against attacks and breaches.
Who Values Value Pricing?
January 4, 2021
The idea that CRM products should be priced according to the utility they deliver sounds good, but it raises a lot of questions too. With value pricing, you might expect the cost of CRM to rise and fall as a business gets more or less use and value from its investment, but who gets to determine the value received and, while we're at it, what is the right measure of value?
Dreamforce and Beyond
December 16, 2020
Three announcements at Dreamforce tell a credible story of the future in which algorithmically driven assistance drives business -- and much more. We've long known that we can't manage what we can't measure, and measurement requires data to deliver real information. These announcements provide an insight into how that gets done.
The Costly Consequences of Crashes in the Clouds
December 8, 2020
Downtime can cost enterprises that depend solely on a data center's ability to deliver IT and networking services to customers -- such as e-commerce companies -- up to $11,000 a minute. The cost to businesses, entrepreneurs and individuals who use subscription services in their work has yet to be calculated.
Salesforce to Acquire Slack in $27.7 Billion Deal
December 1, 2020
CRM giant Salesforce has signed a definitive agreement to purchase enterprise communications platform Slack. "Together, Salesforce and Slack will shape the future of enterprise software and transform the way everyone works in the all-digital, work-from-anywhere world, said Marc Benioff, Chair and CEO, Salesforce.
Federal Spurt in Cloud Spending Will Extend Well Into the Future
November 23, 2020
The rapid expansion in the use of cloud technologies to support remote working during the COVID-19 pandemic has underscored that the U.S. government's increasingly high rate of cloud adoption will likely be sustained for the next several years. In fact, 2020 was a "historic year" for federal cloud migration, according to Alex Rossino, senior principal research analyst at Deltek.
Skills Shortage Rains on Cloud Advances
November 3, 2020
More than 90 percent of IT leaders surveyed for a recent report expect to expand their cloud services in the next one to three years. Despite this testament to the benefits of cloud adoption, enterprises may find a lack of qualified IT workers to fill those positions. A majority of cloud team leaders identified a lack of internal skills and knowledge as a top barrier to cloud success.
G Suite Rebranded as Google Workspace
October 7, 2020
Google has announced its rebranding of G Suite as Google Workspace, along with its newly integrated desktop environment that is designed for enhanced collaboration and communications, marking its latest bid to challenge Microsoft 365. Google Cloud officials said the Workspace environment will create a new user experience that integrates meetings, docs, messaging and tasks in a more productive, secure and collaborative environment.
Controversial Plan Urges DoD to Recruit Tech Pros to WFH
October 2, 2020
The United States Defense Innovation Board has recommended that the Pentagon hire civilians to work from home who can handle classified information as a way of attracting people with technology expertise. The individuals sought "will have technical degrees and/or highly specialized skills in digital technologies and innovation needed across the U.S. Department of Defense," which is undergoing digital transformation.
Cybersecurity Assessment and the Zero Trust Model
October 1, 2020
Instead of legacy security models that differentiate a "trusted" interior from an untrusted external one, zero trust instead assumes that all networks and hosts are equally untrustworthy. Once this fundamental shift in assumptions is made, you start to make different decisions about what, who, and when to trust, and acceptable validation methods to confirm a request or transaction is allowed.
What's Old Is New Again
September 24, 2020
A raft of new technologies that impact CRM are about to be announced, but even without the latest announcements due now through October, there's a realization that we're coming full circle. Oracle is making hardware sexy again, using it to drive new business models and to push its CX version of CRM; and Salesforce is tackling a kind of mass customization of its CRM product line.
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Digital River - Talk to the Experts
If my employer requires me to return to the company's office full-time to perform my job, I will...
Agree, because I like my job regardless of where I perform my duties.
Comply, because I can't afford to lose my current job.
Go with the flow, but start looking for different employment.
Resign immediately, so I can dedicate all of my time to find a job that better suits my needs.
Try to negotiate a hybrid work from home / work in office arrangement with my employer.
Waylay IO
Contact Center AI Explained by Pop Culture