Posts in category Strategy


Strategy

The Vision Thing

Salesforce earlier this year introduced its Einstein Vision capability, an idea with a lot of promise but not a great deal of precedent. Who had applications that could see, and how would this be used? For decades, we’ve been content with scanning documents and analyzing them with OCR tools, or we’ve used bar codes and QR codes — but it all came down to recognizing simple symbols.

Read more 0 Comments
Strategy

Yes, and…

The further we go in the CRM adventure, the less our efforts seem to be about technology. That’s because we’re reaching a theoretical limit, or asymptote, on what technology can do in the vendor-customer relationship. Think of an asymptote as the ceiling that a graph never reaches. Increasingly, we’re encountering situations where the best technology can do is assist humans.

Read more 0 Comments
Strategy

Elon Musk: Luddite?

It’s hard to believe that the founder of Tesla Motors and SpaceX could have such reactionary views about AI. Elon Musk last weekend had some very un-Musk-like things to say about AI when he addressed the U.S. National Governors Association meeting in Providence, Rhode Island. “AI is a fundamental existential risk for human civilization, and I don’t think people fully appreciate that,” Musk said.

Read more 0 Comments
Strategy

A New Service Model

People concerned about automation killing jobs might look at Helpshift’s strategy and similar automation approaches. By enabling businesses to build help or support into mobile apps, these new models are re-inventing support to get the job done. Sure, they provide automated support in lieu of conventional agents, but they do so at a level where it often can be uneconomic to position live agents.

Read more 0 Comments
Strategy

Trust: Why Financial Services Should Embrace DoL’s Fiduciary Rule

When the Department of Labor issued its fiduciary rule last year, it set financial advisers, insurers and agents into a mad scramble to meet an implementation deadline. The rule elevates all financial professionals who work with retirement plans or provide retirement planning advice to the level of a fiduciary, or someone bound legally and ethically to meet the standards of that status.

Read more 0 Comments
Strategy

Qualitative Data – the Other Stuff

We’ve become obsessed with big data and analyzing it, though sometimes I think we get in our own way. The issue is that we preferentially collect quantitative data as if it were the only thing worth the time. In fact, quantitative data is but one kind of data, and the information it provides gives a one-dimensional view of the world. It’s not wrong information — just incomplete.

Read more 0 Comments
Strategy

Service in the IoT Era

Oracle recently announced a new connection between its Service and IoT clouds. That makes total sense to me. I bet a lot of folks think of the Internet of Things as those machines that do things directed by algorithms — and if so, they might wonder why they need to be connected to customer service, such an obviously human channel. It’s not off base, however.

Read more 0 Comments
Strategy

Should Salesforce Buy NetSuite?

The recently released spreadsheet hacked from Salesforce board member Colin Powell’s email names multiple companies that Salesforce was at least considering acquiring. In the aftermath of the initial reports, it’s worth noticing that there were at least two enterprise resource planning/back office companies on the list: Workday and NetSuite. There are plenty of reasons to dismiss acquisition talk.

Read more 0 Comments
Strategy

AI and Customer Loyalty

AI and machine learning have taken the industry by storm. Some say they will usher in a new age of better business processes and customer orientation, while others fret that automation will kill jobs. There definitely will be jobs that no longer make sense for humans to do, thanks to automation. However, there are some neglected business processes where AI and ML could make real contributions.

Read more 0 Comments