A new Forrester survey commissioned by Capgemini, Salesforce, and MuleSoft reveals companies face the same recurring customer experience (CX) struggles. They lack an integrated single source of truth for customer data and are strapped with subpar personalization capabilities...
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 r...
Commerce analysts do not see consumers shedding their newfound buying options in the wake of a post-pandemic marketplace. Concerns for health safety, social distancing, and remote working will remain priorities for many shoppers. Merchants who demonstrate that they are able to quickly get products t...
IBM's latest effort to solve global problems has evolved from a focus on catastrophic events, which increasingly are caused by climate change, to climate change itself. It is a huge jump to go from dealing with the symptoms of a problem, which generally is relatively easy, to dealing with the cause...
Companies have shifted their analytics efforts from consumer-focused processes to operations, according to the results of a survey released last week by Capgemini. Seventy percent of 600 executives at companies in the United States, Europe and China said they focused more on operational analysis, an...
The U.S. government has authorized an information technology contract with a potential value of $503 million that is designed to meet newly adopted goals for greatly improving IT acquisition. The General Services Administration, which issued the contract for software and cloud-related services, desc...
If you dislike your insurance company, you are not alone: Worldwide, less than 30 percent of consumers have positive experiences in dealing with their insurers, according to Capgemini's World Insurance Report 2015. North America saw the largest decline in satisfaction -- 8.3 percentage points. Capg...
There's been a resurgent role of service-oriented architecture as a practical and relevant ingredient for effective design and use of cloud, mobile and big-data technologies. The concept of "architecture is destiny," especially when it comes to hybrid services delivery and management, has become pop...
How has the definition of "business architect" matured, and why is it so important for this new role to flourish in today's dynamic business and IT landscapes? How have certification and training helped to shape the business architecture leaders of tomorrow? We see that CEOs around the world really ...
Companies considering CRM systems often view them as a way to improve customer satisfaction and retention, boost sales and accelerate employee productivity. However, as with many technology-enabled business process, success is a complicated and interdependent proposition. When companies are winning...
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