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Showing posts from January, 2024

SAP is dead - long live SAP

The News On January 23, 2024, SAP announced the results of its Q4 and fiscal year 2023 , along with an update of the company’s 2025 ambition . The ambition includes a shift of focus on key strategic growth areas and a restructuring program. This program will cost around 2.2 billion dollar and affect about 8,000 employees. Notably, SAP does not look at lay-offs but a “ voluntary leave program and internal re-skilling investments ”. No details are known yet. One of the core investment areas going forward will be Business AI; in addition, the company will strive to capture organizational synergies, leverage AI-driven efficiencies and prepare the company for the expected growth. Looking at the numbers, SAP had a very successful year, meeting or exceeding the outlook metrics set and communicated for 2023.  SAP key financial results FY 2023; source SAP According to CEO Christian Klein, the “ current cloud backlog increased by 27 percent to reach an all-time high ” growth. This number and the

How Zendesk moves the needle in customer service

The news On January 8, 2024, Zendesk announced the acquisition of Klaus , “ the industry leading AI-powered quality management platform ”.  With AI driving a rapid increase in customer service interactions it is necessary for customer service teams to become more efficient while maintaining their quality of service. This is accomplished by a combination of digital and human agents across an increasing number of channels. Ensuring good quality requires a QA solution that is capable of scoring 100 percent of customer interactions, which is what Klaus’s AI is capable of. In doing this, it “pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations, and necessary follow-ups. According to Zendesk, most QA software does handle only one to two percent of all customer interactions. With workforce enablement management capabilities, Klaus enables the identification of knowledge gaps and coaching opportunities with the goal of improving agent perfor

A CRMKonvos fireworks - the crop of the year according to you

The other day, I had a look at my blog, checking the articles that resonated with you most in 2023 . Today, I'd like to do the same for my YouTube channel, CRMKonvos . Shameless plug - any new subscriber is cordially welcomed - it means a lot to us. "Us" means my colleagues Ralf Korb and Marshall Lager , and I. We run this channel as a joint endeavor. CRMKonvos are all about fun and friendly one hour conversations with one or more live expert guest about a topic in the wider area of - you guessed correctly - CRM. Of course, this includes related topics, e.g., it is virtually impossible to talk CRM or CX without touching AI. They are streamed to LinkedIn, YouTube, Facebook, and X. In addition, we actively encourage our audience to engage with our guest and us. Again, any new subscriber is more than appreciated. If I am not totally off, you can subscribe by just clicking this link . But now, what are the CRMKonvos that resonated most with you? Which ones received the most

Reflecting on 2023 with gratitude - What caught your interest

A very happy, healthy and prosperous new year to all of you. This is also the time to review my blog and to have a look what your favourite posts of 2023 have been. With 23 posts, I admittedly have been somewhat lazy in 2023. Looking at the top ten read posts in 2023, there is a clear clustering about a few topics, none of them really surprising. There is a genuine interest in CX, ChatGPT, and vendors.  Again, this is not a surprise.  Still, there are a few surprises in the list! So, without further adoo, let’s hear the drumroll for your top five favourite posts on my blog – in ascending order. After all, some suspense cannot harm. The fifth place gets claimed by my review of ZohoDay 2022 – “ Don’t mess with Zoho – A Zohoday 2022 recap ”. Yes, you read that right. This is a 2022 post. The fourth place got claimed by another article on Zoho, almost one year younger: Zoho, how a technology company reimagines business software . It is a reflection on the Zoholics 2023 conference in Austin