- September 18, 2019
As digital advertising and marketing leaders dig in on the importance of the CDP, others aren't so sure they need yet another tool to support and secure customer data.
- September 17, 2019
As Oracle CX Unity arrives, analysts debate whether it will be an upsell to current Oracle customers, or a challenger to Adobe, Salesforce and SAP CX platforms.
- September 12, 2019
Oracle goes after Adobe and other CX platform vendors with new CDP-oriented sales, marketing, e-commerce and service hub, and adds a video platform to CX Unity.
- August 06, 2019
CX products to watch for the rest of 2019: Adobe's planned CDP offering, Salesforce features from the Tableau acquisition and LogMeIn's AI-powered agent-assist tools.
- June 17, 2019
The customer data platform market continues to simmer as large vendors such as Oracle, Adobe, SAP and Salesforce rush to catch up to smaller, more nimble CDP competitors.
- May 07, 2019
As data increasingly becomes key to an effective CX implementation, Oracle's CX strategy points to what technology it's focusing on to win over corporate customers.
- November 12, 2015
Oracle expands knowledge management tools for its service cloud; SalesforceIQ for Small Business gets Desk.com customer service integration.
- July 24, 2015
Oracle updates its Sales Cloud to increase sales; Infer announces new lead gen product; and Xactly Strategic Services aims to drive workforce management.
- June 25, 2013
Oracle's database, hardware, Java and Fusion are being integrated with Salesforce.com in a partnership announced Tuesday.
- May 21, 2012
CIAC certification now includes testing on the use of social media in call centers.
- January 10, 2012
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback.
- March 16, 2011
The effectiveness of self-service channels has been dropping steadily for years. The TSIA’s John Ragsdale offers some explanations and some remedies in this column.
- September 29, 2010
Oracle finally took the wraps off its Fusion Applications, and CRM got plenty of the attention. But how long before people start migrating?
- April 22, 2010
Facing an existing BI system as competition, objections from some executives and myriad spreadsheets, McKesson still successfully rolled out OBIEE for Siebel.
- April 16, 2010
Wondering what some best and worst practices are for using speech analytics in the call center? Our resident expert Lori Bocklund explains the dos and don'ts behind the technology.