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Oracle just published some commissioned research that gives us insights into both CRM generally and the times we live in. A study of more than 1,100 people across several generations found the following: Almost half of consumers have blacklisted a brand as the result of a bad experience; more than o...

Google Cloud and VMware have announced Google Cloud VMware Solution by CloudSimple, a service that lets organizations run VMware workloads in Google Cloud Platform on premises, in a hybrid architecture, or in the cloud. "Hybrid clouds are key, with only 17-19 percent of workloads in the cloud," note...

Capital One Financial Corporation has announced a data breach affecting some 100 million people in the United States and another 6 million in Canada. The FBI arrested the alleged perpetrator of the breach in Seattle. Capital One on July 19 discovered someone had accessed its data stored online and o...

Marketing professionals play a big role in helping businesses succeed by building brand loyalty. Recent studies have shown that over the last 19 years the average human attention span has fallen from 12 seconds to eight seconds. Sure, four seconds less doesn't sound like much, but for marketers, thi...

Congratulations! You've succeeded in driving online traffic to your product page. So why aren't customers actually clicking 'Add to Cart'? Making successful e-commerce conversions, or transforming your website's visitors into actual paying customers, isn't an easy feat. Expertise on doing it well an...

Apple's 2019 crop of iPhones haven't been released yet but there's already talk about its 2020 plans, largely because that will be the first year the company's mobile lineup will support 5G. Ming-Chi Kuo, an Apple analyst known for his accurate predictions, believes all three iPhones introduced in 2...

The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score, handle time, and amount of silence are correlated with positive or negative outcomes. However, insights from speech analytics technology prove that these m...

Finance and accounting technology became the No. 1 software budgeting priority for small and mid-sized businesses, according to a survey conducted last year. Almost 54 percent of respondents were budgeting to invest in accounting tools in the next 12 to 24 months, with those in the retail industry s...

The DoJ is opening antitrust investigations into some of the biggest tech companies around, including Facebook, Google, Amazon and others. This is nothing that either the public or the companies involved should fret about. It is part of the evolution of the tech sector. We've been through this kind ...

It was bound to happen. Salesforce was going to China at some point, and it announced that action this week saying it was partnering with Alibaba. There are so many ways to read this, but I don't have the filters to resist comparing the announcement to what Robin Williams once said about cocaine: "C...

Amazon is keenly interested in protecting the intellectual property rights of its third-party sellers because the company depends upon them for their long-term success. In a recent newsletter to shareholders, Amazon CEO Jeff Bezos explained that third-party sellers currently make up a majority of th...

The DoJ has announced an antitrust probe into big tech, following several months of rumors that it was about to do so. The DoJ plans to review how the leading online platforms achieved market power and whether they have engaged in practices that reduced competition, stifled innovation, or otherwise ...

CRM systems are the lifeblood of many businesses, and the volume of customer data within them keeps growing as companies digitize more processes. That data often is not being used to its full potential, beyond basic reporting on sales metrics and marketing campaigns. With the advent of mainstream ML...

The newly launched Square Photo Studio leverages state-of-the-art robotics to offer etailers professional-grade product photography. For $10, clients can get three high-resolution, multi-angle digital photos of a product. A spinning, interactive animation of the product -- which site visitors can cl...