The Pipeline

AI for customer service

• 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.  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• Current trends in content management indicate road ahead

  CMS trends for 2019 promise to include more AI, and even more AI on top of that. E-commerce and personalization -- to effect more inbound revenue -- also promise to figure in.  Continue Reading

• Where's the beef? Wendy's chooses an open source WCMS

  Imagine winnowing down a software platform from 25 vendors -- what Wendy's did when choosing its WCMS. The burger firm made the complex task simpler with a scorecard ranking system.  Continue Reading

• Future of SharePoint on solid ground, despite rumors

  On the Pipeline, Microsoft GM Seth Patton contemplates SharePoint's future and how it fits in with Office 365 cloud, Teams, OneDrive and AI initiatives.  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• Don't let customer service automation override customer experience

  CRM expert Jay Baer, author of NYT bestseller 'Hug Your Haters,' joins the Pipeline podcast and answers host Don Fluckinger's litany of personal experience CRM complaints.  Continue Reading

• Going paperless, AI, blockchain headline AIIM Conference

  AI, cloud storage and blockchain technology were discussed at the AIIM Conference. The Pipeline podcast rehashes the conference and two organizations that rid themselves of paper.  Continue Reading

• Salesforce World Tour Boston talks Integration Cloud, Social Studio

  Salesforce World Tour sessions included dives into Philanthropy Cloud, integrated surveys and Salesforce's new Integration Cloud.  Continue Reading

• SharePoint 2019 on premises the talk of SharePoint Fest D.C.

  This episode of the Pipeline podcast breaks down SharePoint users' concerns about data migration, on-premises version support, security, search pointers and more.  Continue Reading

• Importance of customer experience highlighted at Adobe Summit

  The Pipeline podcast looks back at the Adobe Summit and the conference's main themes. Listen in as our team discusses how the NFL uses Adobe to better personalize customer campaigns.  Continue Reading

• Adobe DMP a touchdown for NFL's data-driven marketing strategy

  Heading into the 2017 season, the NFL made a concentrated effort to better understand its data and its audience. It turned to data governance and Adobe Audience Manager.  Continue Reading

• Salesforce acquisitions reach new heights with MuleSoft purchase

  The intrepid Pipeline podcasters break down the MuleSoft acquisition, which enables hybrid cloud/on-premises CRM. Also: Salesforce Essentials replaces Desk.com and SalesforceIQ.  Continue Reading

• Social media customer care important to brands, experts say

  In this Pipeline podcast, we discuss what was a primary topic at Social Media Marketing World: how companies should interact with customers through social media.  Continue Reading

• Inside sales strategy, millennials highlight Accelerate 2018

  Learn what happens when a SearchCRM editor joins a panel as the paid skeptic to discuss whether AI technologies provide real value for helping businesses increase revenue.  Continue Reading

• Expert: Boring retail is dying as tech gains importance

  Technologies such as augmented reality and AI in retail are becoming more important for brands looking to gain a selling edge. Tune in to the latest Pipeline podcast to learn more.  Continue Reading

• Content management in the cloud a main theme in 2018

  The future of content management resides in the cloud and with AI, as several 2018 conferences will assure you.  Continue Reading

• Salesforce-Oracle breakup on the horizon? Some say it's possible

  Whether or not Salesforce is building out its own infrastructure is the first big CRM story in 2018, but it won't be the only one.  Continue Reading

• Pipeline podcast: Salesforce SMB customers to benefit from Google deal

  Salesforce executives at Dreamforce discuss the impact of the new partnership with Google on Salesforce SMB customers, who'll be able to tap into Google Analytics and more.  Continue Reading

• Pipeline podcast: Exploring the growth of the martech stack

  The marketing technology field has exploded, as have ways to organize a martech stack. This episode of the Pipeline podcast recaps highlights from the MarTech Conference.  Continue Reading

• AI among new Dynamics 365 features, Microsoft Teams top news from Ignite

  Discussing the top news stories coming out of the newly combined Microsoft Ignite and Envision conferences on the latest Pipeline podcast episode.  Continue Reading

• New Dynamics 365 features take center stage during Ignite keynote

  Dynamics 365 and the future direction of Microsoft products were given center stage during the Ignite keynote delivered by Satya Nadella.  Continue Reading

• AI, IoT and Trailhead were main themes at Salesforce World Tour Boston

  In the second taping of The Pipeline podcast, we discuss the customer stories mentioned at the Boston event, the tight security and Salesforce's push of Trailhead.  Continue Reading

• The major themes from SiriusDecisions Summit 2017

  Winning martech strategies highlighted the recent three-day conference, as well as SiriusDecisions keynotes and product showcases.  Continue Reading