Posts in category Trends


Trends

Signs and Symptoms

It’s been a rough couple of months, and we should talk about something fun and not political, but CRM-centric. I know! Let’s ask how the election influenced CRM. Seriously, there’s a nugget in there to get us thinking about business instead of that other stuff. Come on, it’ll be fun. I am not the only one who saw this, but isn’t it amazing how the pollsters got the election outcome exactly wrong?

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Trends

Many Customers Aren’t on Board With Self-Service Trend

Enterprises have been warming to digital transformation, but it’s crucial that they maintain a human element in their customer interactions, according to a study Verint published last week. Researchers surveyed more than 24,000 consumers and 1,000 businesses across 12 countries for the study. Organizations have to balance digital and human customer engagement to thrive and survive.

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Trends

AI’s Moment

There recently has been an increase in the talk — pro and con — about bots, AI and intelligent assistants. A lot of this talk has been percolating around the industry for decades. Silicon Collar, a book by Vinnie Mirchandani, a friend and truly gifted analyst, accepts that automation might be eliminating jobs, but it optimistically holds out for the silver lining.

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Trends

Work in a New Automation Era

Automation has a habit of killing jobs, which has been true since the Industrial Revolution. However, it seems that we’re discovering this truth all over again. We easily forget when we focus only on the job-creation aspects of automation, and that usually gets us in trouble. Since the IR, there have been five distinct economic waves lasting between 50 and 60 years.

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Trends

Deconstructing the Software Business

The disruption of the IT and software industry by the rapid rise of cloud and SaaS continues to take a toll on the biggest players in the business. In their latest round of desperate moves to reposition themselves in the radically changing marketplace, the major companies of the past have been willing to relinquish many of their software assets to refocus their efforts on new market opportunities.

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Trends

American Bookworms Still Love Paper

The death of the printed book appears to have been greatly exaggerated. Nearly three quarters of participants in a recent Pew Research Center study said they had read a book in the last year, largely on paper. Of the more than 1,500 American adults who said they’d read a book in the last 12 months, nearly two thirds had read a print book. That’s more than twice the number who had read an e-book.

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Trends

Social’s Turning Point

Microsoft’s acquisition of LinkedIn for more than $26 billion has created quite a stir — at least in my world. The deal can boast a number of superlatives: the largest sale of a consumer Internet company in history; the largest sale of an enterprise software/cloud company in history; the third-largest sale of a technology company since 2001; and the largest Microsoft acquisition ever.

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