Podcasts
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How a punk rocker would go about simplifying CX
When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview.
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Replacing contact center platforms poses big dilemma
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud.
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Relax, Adobe Marketo still plans to support Salesforce customers
Marketo VP Matt Zilli discusses what's next for the marketing automation platform, especially in regard to what devoted Marketo customers who use Salesforce CRM can expect.
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Salesforce e-commerce upgrades put focus on mobile
Salesforce Commerce Cloud mobile-centric, consumer-focused upgrade unveiled at NRF 2019 conference, including Einstein Visual Search and Einstein Recommendations.
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2018 in review: CRM morphs into CX software
Acquisitions and new products marked a busy 2018, with vendors like Salesforce, Adobe and SAP making splashy acquisitions while refocusing on customer experience.
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How enterprises use dynamic pricing algorithms with AI, CRM
Born out of the '80s era of airline deregulation, dynamic pricing finds new life and popularity when mixed with AI. In this Pipeline podcast, we talk with Ulrich von Beck of Pros.
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Pipeline podcast ranges over Dreamforce news
Einstein Voice, Customer 360, Salesforce partners and all things Dreamforce. The Pipeline podcast takes on these developments and takes an inside look at Salesforce Tower, too.
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New HubSpot products strategy, CMS updates from Inbound
At Inbound 2018, HubSpot unveiled a new enterprise product line. It also introduced the flywheel, a circular metaphor for the customer relationship with sales, marketing and service.
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HubSpot products expand reach into enterprise
HubSpot's VP of products details the newest HubSpot enterprise-level offerings, as well as HubSpot's new video tool. Also: A glimpse of what's on the future roadmap.
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Revenue ops main theme at Ramp by InsightSquared conference
Beyond recapping the Ramp by InsightSquared conference and some of the keynote speakers, the Pipeline podcast looks back at other favorite guest speakers at conferences.
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SAP C/4HANA, Pega Infinity ramp up the CRM market
The Pipeline podcast duo discusses the CRM market after the unveiling of Pega Infinity and SAP C/4HANA, as well as technology news from Uber about detecting drunk passengers.
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Banking blockchain part of Pega Infinity platform reboot
This Pipeline podcast features a not-so-serious Q&A with Pegasystems CMO Tom Libretto covering Journey albums, blockchain hype and what happens at a user conference.
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Call center artificial intelligence trends drive chat, decision-making
ICMI's Brad Cleveland has seen call centers integrate email, chat, IVR -- automated FAQ answering -- and social media. None reduced call volume. Chatbot tech may bring similar results.
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Recapping Oracle Modern CX: CX execs share challenges
What's on the minds of customer experience execs right now? This Pipeline podcast breaks down grumblings and rumblings from Oracle's Modern CX show.
Videos
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Salesforce for B2C helps tire maker grab consumer traction
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Salesforce Philanthropy Cloud taps United Way connections
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Without transparent AI, the bots will run wild
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Swarovski sparks digital sales transformation with Dynamics CRM
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Getting veteran sales force buy-in for AI CRM tools
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Europe's highways lead to customer service in the cloud