Oracle: What is customer experience (and why you should care)

Oracle: What is customer experience (and why you should care)

 Customer experience is rapidly becoming a crucial topic in modern business. As evidence of this growing importance, my CxOTalk conversations with the world’s top business leaders are increasingly focused on customer experience as a means to drive loyalty and trust among buyers. To explore this topic, I sat down with the chief marketing officer […]

SAP Ariba Live event summary: Digital transformation in procurement

SAP Ariba Live event summary: Digital transformation in procurement

It’s time for procurement to innovate and evolve, rethinking processes to incorporate digital transformation, customer experience, and culture change as core business imperatives. Last week, I spent time at Ariba Live, the user conference of SAP Ariba, which supplies procurement technology solutions to the enterprise. As I spoke with SAP Ariba customers and listened to […]

Oracle talks customer experience at Modern CX 2019

Oracle talks customer experience at Modern CX 2019

Oracle presented its vision for customer experience recently at its annual event for marketers, called Modern Customer Experience 2019, held in Las Vegas. Customer experience means the sum of all touchpoints a customer has with a brand. Because creating a great experience is easy to describe but difficult to execute well, let’s dive into the […]

SAP marketing: The culture journey from on-premise to cloud (CXOTalk interview)

SAP marketing: The culture journey from on-premise to cloud (CXOTalk interview)

[embedded content] As one of the largest enterprise software companies in the world, everyone in technology knows the SAP brand. The company has approximately $25 billion in revenue and 96,000 employees.   Although tech conversations usually center on products and customer use cases, I am also interested in how large, complex organizations manage people and […]

Digital transformation and the industrial internet of things at energy giant ABB (CxOTalk interview)

Digital transformation and the industrial internet of things at energy giant ABB (CxOTalk interview)

[embedded content] Digital transformation continues to be important as companies of all sizes modernize their operations. For large organizations, “becoming digital” is a complex effort that involves technology and business process changes together with adopting new mindsets, business models, and corporate cultures. Given all these components, we can hardly overstate the complexity of genuine digital […]

Women in tech: Two prominent female CISOs speak out (CxOTalk interview)

Women in tech: Two prominent female CISOs speak out (CxOTalk interview)

The Chief Information Security Officer role has become increasingly important in recent years. But, what are the opportunities for women in this male-dominated field?   As part of the CxOTalk series of conversations with innovators, I spoke with two female CISOs to learn about the unique challenges women face in the security field: Jo Stewart-Rattray […]

Iterative development and minimum viable products help non-profits succeed

Iterative development and minimum viable products help non-profits succeed

Both large organizations and small companies have adopted the principles of lean startups. Concepts such as minimum viable products and iterative development are mainstay approaches for organizations developing both products and services. However, we do not often hear about non-profits and mission-based organizations using these approaches. Author Ann Mei Chang’s new book, called Lean Impact, […]

Zoom CEO strives for sustainable customer happiness

Zoom CEO strives for sustainable customer happiness

Making customers happy on a sustained basis is hard and expensive. As a result, business leaders often de-prioritize the importance of customer experience when making investment choices related to time, money, and product focus. Customer experience often dies from the decisions of a thousand small cuts. For example, do we cut corners on features because […]

Adversarial AI: Cybersecurity battles are coming

Adversarial AI: Cybersecurity battles are coming

One of the world’s foremost experts in building AI systems to detect malware explains “offensive AI” and the mathematical models he develops to protect against cyber attacks.

Conversational AI goes mainstream at Capital One bank

Conversational AI goes mainstream at Capital One bank

Capital One is one of the largest banks in the world, with revenue over $27 billion. They are also behind the ubiquitous “What’s in your wallet?” television commercials. To take a deep dive, I invited Capital One’s head of conversational AI, Ken Dodelin, as my guest on the CXOTalk series of conversations with business and […]