aheadCRM

It is this time of the year. Everybody (and their dog), has some predictions for 2024. As you can guess, reading this, I am participating in this game. Last year, I published three humble wishes to better the industry – and I am sad to say, that my three wishes stay wishes also in 2024. I’d say that this is partly because 2023 became the year of generative AI. We all know why. Pretty much every vendor got caught flat-footed by the meteoric rise of OpenAI. Correspondingly, in the course of 2023, we have seen a huge number of pre-announcements of one generative AI scenario or another being integrated into their software and then offered by enterprise software vendors.  Mostly, these announcements were about low-hanging fruit. Which does not mean that they are useless or not valuable, quite on the contrary. Solutions, once they are available, have the potential to increase employee productivity and the customer experience. But, they are announcements or early adoptions.  So, bas...

The News This has been an exciting weekend for the generative AI industry. On Friday November 17, OpenAI announced that the company fired its figurehead CEO Sam Altmann and appointed Chief Technology Officer Mira Murati as interims CEO in a surprise move. The press release states that Altmann “ was not consistently candid in his communications with the board .” Surprised was apparently not only Sam Altmann, but also the till then chairman of the board Greg Brockman who first stepped down from this position and subsequently quit OpenAI. Investors, notably Microsoft, found themselves blindsided, too – or flat footed depending on the individual point of view. Satya Nadella was compelled to state that Microsoft stays committed to the partnership with OpenAI in a blog post that got updated on November 19, 11:55 pm. All hell broke loose. Microsoft shares took a significant hit. A number of additional senior OpenAI personnel quit. Both, Altman and Brockman, voiced the idea of founding anoth...

The News A lot is going on in the SAPverse during October and the early days of November 2023. First, SAP conducted its CXLive event with CX-related announcements, then the company reported good Q3/2023 figures, a new version of its CX software that includes new generative AI capabilities got released and lastly, it executed its SAP TechEd event with a good number of AI-, BTP-, and ERP related announcements. As this is quite a lot, I covered the CX world in a previous post and will cover the TechEd related news in this post.  So, what is new at SAP TechEd ? For one, it is enough to fill a 17-page pre-event news guide that SAP sent out. SAP certainly is able to stack up the news for major events. I took the liberty to ask ChatGPT for a summary of the document, which I slightly edited afterwards. Here we are: AI and Development Environments: ·       SAP introduces SAP Build Code with generative AI, improving application development and testing, while new AI capabil...

The News A lot is going on in the SAPverse during October and the early days of November 2023. First, SAP conducted its  CXLive  event with CX-related announcements, then the company reported good Q3/2023 figures, a new version of its CX software that includes  new generative AI capabilities  got released and lastly, it executed its  SAP TechEd  event with a good number of AI-, BTP-, and ERP related announcements. As this is quite a lot, let me focus on SAP CX in this post. I will cover the TechEd related parts in another post soon.  During his keynote to SAP CX Live CEO Christian Klein named CX “ a very critical part of SAP’s portfolio. There is no intelligent enterprise without CX ”. This got later reaffirmed by Chief Marketing Officer for SAP’s industry and CX solutions,  Sven Denecken , who said “ SAP is very serious about customer experience. If you heard otherwise, that’s not true ”. Why is this important? You’ll find out in the next section...

The news On October 4 and 5, 2023, SugarCRM held its Connected event followed by an analyst summit in London. The first day – Connected – was targeted mostly at customers while the second day focused on analysts.  The event started off with an intense speech by Katherine Grainger, DBE , a British rowing champion. Her core messages were about team bonding, the importance of communication, continuous improvement, and perseverance (well, at least that’s my take). This was followed by information about what is new in the software and, more importantly, a customer panel.  The main sponsor, Mobileforce , placed some words about the partnership. In addition, the analysts had 1:1s with customers, partners, and Sugar executives. The second day was filled with information targeted at analysts. CEO Craig Charlton and his executive team shared about financial status, strategy and more in-depth product news. Sugar being a privately held, VC backed company, the financials are of course und...