Today’s contact center agents find themselves handling increasingly more complex interactions due to changes in consumer demand, advances in self-service and the proliferation of digital contact channels. This added complexity requires continuous agent support for successful customer experience outcomes. Intelligent software can reduce agent workload and improve customer interactions by picking up customer cues.
MicroStrategy recently held their annual user conference, MicroStrategy World 2019. This year's conference brought 2,100 customer attendees plus partners to the Phoenix Convention Center in Phoenix, AZ. The big news of the event was the introduction of MicroStrategy HyperIntelligence™, a platform tool designed to directly inject analytics into business applications.
IBM's Analytics University (held in both Miami and Stockholm) brought about some large changes. Big announcements this year included a consolidation of IBM's Watson Analytics into Cognos 11.1, helping provide some clarity to their analytics offerings, along with new visualizations and better data preparation. This also includes a new conversational assistant to help generate narrative explanations of displays and interactive queries. For the full breakdown of IBM's Analytics University 2018, and my analysis of all the largest announcements, watch my latest hot take.
Dreamforce has become the largest enterprise software event for businesses in the United States, and it is evident why when looking at it this year. With over 170,000 business and IT professionals attending, Salesforce came to show off upcoming product announcements and innovations. This year's biggest focus was on Einstein Voice (a personalized and intelligent conversational assistant), integration with other platforms, and Salesforce Customer 360. The last of these is the start of an answer to a problem we have well documented; businesses struggle getting a full view of the customer and provide a frictionless response to issues and interactions. For the full breakdown of Dreamforce 2018, and my analysis of all the largest announcements, watch my hot take video.
Topics: Salesforce.com, Customer Experience, Machine Learning, Marketing, Voice of the Customer, CRM, Dreamforce, Sales Performance Management, SPM, Digital Technology, Digital Marketing, Robotic Process Automation, AI, natural language processing
After more than a decade of steady development, ERP systems today are changing fundamentally, facilitated by the availability of advances such as cloud computing, advanced database architecture, collaboration, improved user-interface design, mobility, analytics and planning. This was evident when Oracle recently held its third analysts-only ERP Cloud Summit in New York to coincide with its Modern Finance Experience event. Oracle now has an increasingly robust set of business applications that reside in the cloud and a growing list of live customers – large and midsize – from a range of industries across the world, both of which were offered as part of the here-and-now technology theme at the event.