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SugarCRM Adds AI to Sweeten the Customer Experience Pot
September 8, 2020
SugarCRM last month announced its acquisition of AI-as-a-Service provider Node. This marks the fourth acquisition by SugarCRM since the company's investment by Accel-KKR in August 2018. CRM Buyer discussed the current state of CRM platforms with SugarCRM CEO Craig Charlton, and how artificial intelligence is key to improved sales, service, and predictability in automated CX.
CRM is Failing: It's Time to Transition to CXM
September 1, 2020
Centralizing all tools and customer-effecting services into one system delivers great efficiencies for businesses. However, enabling customers to have the same experience in real time is the difference between a CRM and CXM. CRM Buyer pursued the potential transition process -- and the impact of both CRM and CXM products -- in a conversation with Thryv VP Ryan Cantor.
Creators of Fashionable PPE Join Forces for Good
June 23, 2020
In the midst of the global Covid-19 pandemic this spring, entrepreneurs Rebecca Cahua and Vivian Qu joined forces, skills, and teams to create and bring to production a reuseable nanofiltration mask that combines a high level of filtration with breathability and comfort. The E-Commerce Times spoke with Cahua and Qu to hear the story behind their new mask.
Teen Inventors Tackle Viability of Commercial Drones
June 19, 2020
Welcome to the world of four Naperville North High School students in a western suburb of Chicago. Their entrepreneurial and technical skills earned them the Pete Conrad Scholar award for their invention of Airlyft, a versatile drone. TechNewsWorld recently met with these student innovators to discuss how they applied teamwork and persistence to overcome constant setbacks imposed by COVID-19.
From Hobby to Career Path: Tech-Savvy HS Sophomore Learns by Doing
May 22, 2020
What started out as a hobby to feed his passion for technology has turned into a business for Skyler Ficklin, operator of the QuitZoom website and iSkyler YouTube video channel. Ficklin, stuck at home while his Ohio high school is closed due to COVID-19, spends his days and nights completing online learning assignments to end his sophomore year. Then he diverts attention to hands-on activities.
Televerde's Michelle Cirocco: 'Invest in Disempowered Populations'
January 20, 2020
The prison workforce development program run by Televerde delivers significant economic and cultural value, concludes a study recently conducted at Arizona State University's Seidman Research Institute. Televerde trains and employs incarcerated women, and it offers many of them employment when they leave prison. Televerde CSRO Michelle Cirocco spoke about the study and about the long-term benefits of Televerde's program.
ISACA Board Member Gabriela Reynaga on Gender, Tech and Perceptions
November 22, 2019
ISACA, a global nonprofit organization focused on the development, adoption and use of globally accepted, industry-leading knowledge and practices for information systems, recently released "Tech Workforce 2020: The Age and Gender Perception Gap." Based on a survey of 3,587 ISACA members in 126 countries, this report examines the work experiences and perceptions of workers in tech fields.
PriceWaiter CEO Stephen Culp: 'Negotiation Has Been Around Forever Because It Works'
September 23, 2019
Fledgling e-commerce company PriceWaiter aims to save customers money, time and energy by negotiating better-than-Amazon deals on top-rated products -- simply, quickly and privately. PriceWaiter's pitch to sellers is that it can help move inventory, maintain more margin, and make MAP moot, resulting in more efficient pricing, new sales, and new customers with virtually no acquisition cost.
Star Explorer Mae Jemison: The Sky Connects Us
November 13, 2018
Mae Jemison recently shared some illuminating recollections of her astronaut experiences, but they were neither the starting point nor the ending point of our conversation. This extraordinary woman's career is too packed with present and future endeavors to dwell very long on her stellar past. She currently leads 100 Year Starship, which aims to make interstellar travel a reality within a century.
Former White House CIO Theresa Payton: 'There Are Grave Concerns About Election Interference'
October 26, 2018
Theresa Payton, CEO of Fortalice Solutions, is one of the most influential experts on cybersecurity and IT strategy in the United States. She is an authority on Internet security, data breaches and fraud mitigation. She served as the first female chief information officer at the White House, overseeing IT operations for President George W. Bush and his staff.
Nimble CEO Jon Ferrara: The Beauty of the CRM Beast
September 6, 2018
"The reality of relationships is that people buy from people they like, know and trust," said Nimble CEO Jon Ferrara. "In the old days, before we ever engaged in selling, we made a connection by looking at books, things on the shelves, that kind of thing. Today, we're doing that more and more electronically. Social is the perfect way to know more about somebody, and that's actually your job."
UberMedia CEO Gladys Kong: Success Is Data-Driven
September 4, 2018
"Mobile advertising and location-based marketing are getting more and more data-driven, both in targeting and analyzing results," said UberMedia CEO Gladys Kong. "Advertisers are trying to understand more about the consumer's journey. They want any insights they can get their hands on in order to understand the consumer. Location measurement is becoming a much more important part of advertising."
Optymyze SVP Arturo Bentin: Give Your Salespeople Options
August 21, 2018
If you want to boost sales performance, "there are a few things to think about," said Optymyze SVP Arturo Bentin. "One is, what behaviors are you trying to drive? When you're talking about sales performance, you're talking about a lot of things. You need to think about the metrics and the tools you can use to drive those specific behaviors in your salesforce."
Farsight Security COO Alexa Raad: 'Be Your Own Champion'
August 14, 2018
"If you think about Internet threats like phishing and botnets and malware -- all of those start with a DNS -- a domain name system. And so every kind of nefarious act leaves footprints and fingerprints in the DNS. That's something that cannot be faked," said Farsight Security COO Alexa Raad. For example, "a lot of the new domain names that are registered are typically registered with bad intent."
Televerde's Michelle Cirocco: Tech Enables Trust
July 31, 2018
"Everybody's using technologies like artificial intelligence, predictive analytics, marketing automation tools, search engine marketing and lead analytics tools," said Michelle Cirocco, head of global marketing for Televerde. "We're using all these tools and technologies to identify who we should communicate with, and we use them to set the stage for our marketing and demand-generation efforts."
Miller Heiman CEO Byron Matthews: Stay Tuned for the CRM 4.0 Revolution
July 11, 2018
"There's a gap in performance across B2B selling, because buyers are innovating faster than sellers are getting better at selling," said Miller Heiman Group CEO Byron Matthews. "Sales enablement's function is to try to close that gap. It's not sales operation ... . It's more strategic, in terms of trying to drive sales performance by getting better content and coaching services for salespeople."
CRMDialer President Dimitri Akhrin: Raw Data Is No. 1 Thing
June 12, 2018
One of the top current trends in the CRM space is that AI offers "the ability to gain insight, and the most important example is visitor tracking," said Dimitri Ahkrin, president of CRMDialer. "That's a big component -- knowing how in real time to react to something a prospect is doing on a site. It's going to allow prescriptive recommendations about what to do in a particular moment."
G2 Crowd VP Heather Reed: Go After the Prize
June 9, 2018
"By using gender-neutral terms, we might change people's minds about what jobs they're qualified for and have a chance of getting. Getting rid of gender-biased terms helps level the playing field," said Heather Reed, VP of business development for G2 Crowd. "There are different phrases that we use and don't even think about it," she said, "like 'right-hand man,' or 'manning up,' or 'chatty Kathy.'
ProsperWorks CEO Jon Lee: You're Going to Need Great Data
May 23, 2018
"There's this notion that software is primarily something you have to work for," said Jon Lee, CEO of ProsperWorks. "There's a lot of data entry, a lot of navigating screens and moving between different windows. Software as it was designed in the 1980s was a database for recording information. The trend you're seeing today is ... what if my software works for me?"
Circadence VP Keenan Skelly: Changing the Cybersecurity Paradigm
May 9, 2018
"It's only a few times in the history of the U.S. and in specific domains do you have the opportunity to make decisions and have a lasting effect on that domain," said Circadence VP Keenan Skelly. "In terms of information cybersecurity, we're right in the middle of it right now. We're just figuring out what global norms should be."
HubSpot Sales Exec Brian Signorelli: Get Your Prospects to Call You
April 15, 2018
A number of trends have taken hold in the CRM space, according toHubSpot Sales Exec Brian Signorelli. "One of the first things that stands out to me is that, ironically, despite all the money that is spent on CRM overall, sales reps aren't spending that much time there," he said. "Instead, reps are using all these tools that are connected in some way to CRM, like email or sales acceleration."
Palo Alto Networks Sales VP Amy Slater: Be Human
April 11, 2018
"People have a fear that if they show any type of vulnerability, that's a bad thing," said Palo Alto Networks Sales VP Amy Slater. "But I've learned over time that people want to work with and learn from humans. I've modified the way that I was leading, and in doing so I've become more approachable. Instead of being stiff and by-the-book, I started to create my own brand of being human."
TelaDietitian CEO Jackie Elnahar: Remember Your Mission
April 3, 2018
Starting a new online service "was a great business opportunity to combine nutrition with technology," said Jackie Elnahar, CEO of TelaDIetitian. "I'm also very passionate about making nutrition information mainstream. I don't think seeing a registered dietitian should be a luxury. Anyone who needs to see a dietitian should see one, and it should be easy to."
Zoho VP Rodrigo Vaca: AI Can Help Salespeople Seize the Moment
March 26, 2018
"The rise of artificial intelligence, for sales teams both internally and externally, is the biggest trend in the industry," observed Rodrigo Vaca, vice president of marketing for CRM at Zoho. If you think of CRM as the centerpiece for your company, and you marry that with the escalating amount of data that each company is gathering each day, ... you can do any sort of analysis on it."
FutureProof Retail President Di Di Chan: Combine Your Strengths
February 27, 2018
FutureProof Retail aims to redefine the in-store checkout experience. "From the consumer point of view, when you go shopping you have people who help you and service you, and you walk away happy," said President Di Di Chan. "What we're doing is bringing the online offline, to centralize that service. It's not just the top VIP shopper who can enjoy that experience -- everyone can."
Five9 President Dan Burkland: Leveraging Tech for Great Customer Experiences
February 7, 2018
"We're seeing a digital transformation take place, where companies are moving their contact centers to the cloud," noted Dan Burkland, president of Five9. "There are two key criteria for a contact center -- there's the CRM and the contact center infrastructure, and those two really go hand-in-hand. You bring a call, chat, text or email into the center, and you have to look for an agent who's available and properly skilled to handle such an interaction."
HighGround CEO Andee Harris: Find Your People
February 2, 2018
"Human capital management is the idea that your humans are your capital, and so you should be investing in them and managing them, making sure that you're giving your talent opportunities to grow, and that they have purpose in their work," said HighGround CEO Andee Harris. "Human resources is more about HR benefits and core HR systems," she noted, while HCM "is more about people systems."
NYC Data Science Academy CTO Vivian Zhang: Do the Difficult Things First
January 26, 2018
In the data science field today, "the big problem is that the industry does not have official data science training," observed Vivian Zhang, CTO of the NYC Data Science Academy. "Their majors don't teach them anything in the industry. We've become a natural transition funnel to bring those people in. Companies know that data science is important, but they don't know how to do it."
Namogoo CEO Chemi Katz: Malware Can Ruin the Customer Journey
January 12, 2018
When all goes well, the customer journey "ends with buying a product," said Chemi Katz, CEO of Namogoo. "Hijacking interferes with the customer's journey. It can be a pop-up that the company didn't put there, or something that will lead a customer out of the website. It's any interference that doesn't come from the e-commerce business itself, but from a third party."
LSQ Software Engineer Ishita Mandhan: Find Your Community
January 5, 2018
"Girls in Tech is a global nonprofit. We focus on engagement, education, and empowerment of girls and women in technology," said Ishita Mandhan, a software engineer at LSQ and program director for Girls in Tech. "It's important to provide the support network to help women to develop their careers in STEM fields. Girls in Tech's Global Classroom "teaches girls and women around the world."
See More Articles in Exclusives Section >>
What is the greatest challenge to organizations implementing Artificial Intelligence?
A shortage of talent with the skills to utilize AI to its full potential.
AI can be expensive and the return on investment is questionable to decision makers.
AI is an unfamiliar and complex technology that is not yet fully trusted.
AI has its own set of cybersecurity concerns which require additional resources.
Dependability of AI technology is still in doubt.
Many view AI as an unnecessary luxury.