News
Customer relationship management (CRM)
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April 08, 2021
08
Apr'21
Inside Microsoft’s industry cloud strategy
Microsoft dives deeper into its industry cloud strategy and what it means for enterprises in the Asia-Pacific region
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April 07, 2021
07
Apr'21
Unpatched SAP applications are target-rich ground for hackers
Report from SAP and cyber threat research company Onapsis warns that hackers are attacking mission-critical SAP business applications that contain unpatched vulnerabilities
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April 06, 2021
06
Apr'21
Bank BJB Syariah taps DevOps
Indonesia’s Bank Jabar Banten Syariah is adopting DevOps and microservices to speed up delivery of applications
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March 23, 2021
23
Mar'21
Why collaboration is the next driver in enterprise software
Use of enterprise collaboration tools has exploded during the pandemic. Now they are expanding their remit into the realm of enterprise systems
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March 23, 2021
23
Mar'21
Home Office completes transfer of all business apps to Oracle Cloud
Home Office has completed its deployment of Oracle’s Cloud Applications suite to all its functions across 35,000 staff, ahead of other government departments
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March 11, 2021
11
Mar'21
Oracle Q3, 2020-21: Revenue growth of 3% backdrop to Ellison attack on SAP
Chairman and CTO Larry Ellison launches competitive attack on SAP as Oracle’s third-quarter results show revenue growth of 3%
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March 11, 2021
11
Mar'21
IFS ramps up single-platform cloud delivery as it bids ERP adieu
Business applications supplier shifts fundamentally to cloud infrastructure while sloughing off enterprise resource planning as it rebrands
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March 09, 2021
09
Mar'21
How biotech firm Luminex manages field service
Technicians at Luminex work remotely, but their schedules, spare parts for repairs and customer site visits need to link to tech support and the CRM
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February 11, 2021
11
Feb'21
Benioff projects future of work onto Salesforce’s ‘Cloud 3.0’
Salesforce is unveiling a vision of the future of work based on what it calls ‘Cloud 3.0’, with ‘Hyperforce’ – a rearchitecting of the Salesforce CRM platform to run on public clouds
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February 11, 2021
11
Feb'21
Verizon Business, Deloitte gain retail edge with 5G
Operator’s 5G and mobile edge compute technology, coupled with IT consultancy’s retail industry and solution engineering experience, aims to improve store operating efficiency and enhance the customer experience
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February 10, 2021
10
Feb'21
Helpdesk meltdown due to absenteeism, low morale and increased workload
Remote working has put a strain on the helpdesk, and there is a backlog of unresolved tickets that is taking days to clear
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February 02, 2021
02
Feb'21
Liverpool City Council upgrades to cloud-based contact centre
An 8x8 integrated cloud PaaS contact centre with voice, team chat and meetings support is helping to drive the council’s digital agenda
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January 20, 2021
20
Jan'21
How Globe Telecom is doubling down on cloud
The largest mobile operator in the Philippines has moved its legacy systems to the cloud and there is more to come as it looks towards deploying cloud radio access networks and cloud-native applications
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January 18, 2021
18
Jan'21
Nottinghamshire uses citizen engagement tools to inform residents
Nottinghamshire Council is seeking to expand Granicus integrations after success in using its communications services to keep citizens informed during pandemic
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January 08, 2021
08
Jan'21
British Gas tackles omnichannel customer correspondence
Utility firm hopes to map out customer communications to help deliver a better customer experience and improve the business
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January 03, 2021
03
Jan'21
Covid-19’s impact on the retail supply chain
The Covid-19 pandemic has exposed gaps in the ability of retailers to mitigate supply chain imbalances
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December 17, 2020
17
Dec'20
Guide Dogs data strategy navigates path to organisational view
Guide Dogs CIO Gerard McGovern is mapping out a data strategy that is aimed at taking the charity from an individual to an organisational view of data
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December 03, 2020
03
Dec'20
Dreamforce 2020: Hyperforce shifts Salesforce to public cloud
Salesforce COO Bret Taylor announced “Hyperforce” during Marc Benioff’s opening keynote at the virtual version of the supplier’s 2020 Dreamforce event in San Francisco
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December 02, 2020
02
Dec'20
Salesforce confirms rumoured Slack acquisition on eve of Dreamforce 2020
Salesforce has announced a $27.7bn stock and cash acquisition of Slack ahead of the virtual iteration of its Dreamforce 2020 event
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December 02, 2020
02
Dec'20
CIO interview: Danny Attias, chief digital and information officer, Anthony Nolan
Digital transformation takes on a whole new purpose when it's helping to save lives – but leading IT for a charity also has its satisfying technology challenges
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November 26, 2020
26
Nov'20
Robots taking jobs, but creating careers
Robotic process automation developers tell Computer Weekly about the job they never expected to be doing
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October 27, 2020
27
Oct'20
SAP Q3 2020 results: revenue down 4%, cloud silver lining hailed
SAP’s third quarter 2020 results stated a 4% year-on-year reduction in revenue, with an 11% increase in cloud revenue lightening the gloom
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October 26, 2020
26
Oct'20
BT brings out RCS business messaging to UK customers
Telco announces that platform based on next generation of rich mobile messaging is now through early-stage pilots and is available for businesses to enhance customer experience
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October 12, 2020
12
Oct'20
Software AG caught in double extortion ransomware hit
Data stolen from prominent German software company by Clop ransomware gang appears on the dark web
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September 29, 2020
29
Sep'20
Oracle OpenWorld 2020: Miranda – business model changes are driving turn to cloud
Steve Miranda, who leads Oracle applications development globally, spoke to Computer Weekly ahead of his keynote at the virtual version of OpenWorld. Supply chain management and customer experience are vectors where improvements are being made, he ...
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September 28, 2020
28
Sep'20
Case Study: Douglas and Gordon uses video to make house searching safer
Estate agent Douglas and Gordon has made videos of prospective properties to make it safer and easier for house hunters to find their new home during the coronavirus pandemic
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September 22, 2020
22
Sep'20
The inside story of Taiwan’s AI whizz
Not content with his stellar achievements in artificial intelligence, Chih-Han Yu wanted to create an impact with his work and formed one of Taiwan’s most important unicorns
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September 14, 2020
14
Sep'20
Fintech Pledge launched to strengthen UK’s financial technology sector
The Fintech Pledge initiative is designed to foster closer collaboration between banks and fintechs so that the UK can continue building a globally competitive fintech ecosystem
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September 11, 2020
11
Sep'20
Small businesses projected to add £1.8tn to global GDP growth by 2024
Small Business Digital Maturity research finds nearly three-quarters of global small businesses surveyed are accelerating their digitisation rates to address Covid-19 challenges and respond faster to the new normal of remote working
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September 03, 2020
03
Sep'20
Insurers accept they were slow to adopt digital
Insurance companies know they must prioritise digital investment and are planning in-house development to help make up lost ground
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August 27, 2020
27
Aug'20
Asda trials platform for customer parcel updates
Retailers Asda is trialling delivery management from tech platform Sorted to provide customers who have ordered clothing online with a better customer experience
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August 26, 2020
26
Aug'20
Salesforce Q2 2020: Benioff says crisis will speed growth
Salesforce announces 29% year-on-year revenue growth for the second quarter, and grieves for Dreamforce 2020
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August 19, 2020
19
Aug'20
Vodafone builds smart enterprise on SAP S/4 Hana
Holger Grewe, group head of corporate transformation, and Ignacio Garcia, CIO corporate systems, at Vodafone, convey how SAP S/4 Hana has been purposely implemented as part of an ongoing smart enterprise transformation
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August 11, 2020
11
Aug'20
Hospitality sector is failing on contact-tracing obligations
Cyber security experts urge the government to do more to help small hospitality businesses improve their contact-tracing data-handling practices
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August 04, 2020
04
Aug'20
Nordic enterprises look for SAP price reductions as they navigate Covid-19
Businesses in the Nordics are using SAP Cloud Platform to address Covid-19 challenges and are also seeking price reductions
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July 31, 2020
31
Jul'20
Labour Party is latest victim of Blackbaud ransomware attack
Widening Blackbaud data breach ensnares the Labour Party as the cloud software firm continues to duck questions about its behaviour
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July 27, 2020
27
Jul'20
SAP Q2 2020 results: SAP partially divests Qualtrics as positive results posted against Covid crisis
SAP has announced a positive set of second-quarter 2020 results, hot on the heels of a declaration that it will spin out online survey business unit Qualtrics by way of an initial public offering in the US
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July 15, 2020
15
Jul'20
HSBC chooses AWS for public cloud business operations
HSBC will use a cloud platform from Amazon Web Services across its business operations to accelerate its public cloud use
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July 14, 2020
14
Jul'20
Recon vulnerability puts thousands of SAP customers at risk
Users of multiple SAP products including S4/HANA should apply the security update as soon as possible to protect their systems
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July 13, 2020
13
Jul'20
How SingEx is bracing itself for disruption
Singapore’s SingEx started its digital transformation journey a few years ago and has already pivoted its approach to cope with new challenges brought on by the Covid-19 pandemic
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July 08, 2020
08
Jul'20
Interview: Mayank Prakash, global consumer CIO, and Daljit Rehal, CDO, Centrica
Two of energy giant Centrica’s tech bosses talk to Computer Weekly about the impact of the Covid-19 coronavirus lockdown and the importance of company culture, innovation and using technology to make life easier for customers
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July 08, 2020
08
Jul'20
Swisscom taps Hitachi to improve network-based customer service
Pentaho product helps business customer service reps of Switzerland’s largest telecommunications company and leading IT services provider provide better, faster service through centralised hub
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June 05, 2020
05
Jun'20
Businesses develop apps quickly to manage disruption of Covid-19
Healthcare companies, insurers, government agencies and big tech companies have used technology from Pegasystems to develop apps to manage the disruption caused by coronavirus
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May 29, 2020
29
May'20
Salesforce Q1 2020: 30% growth, Benioff sees ‘new normal’ by 2021
Salesforce announces 30% year-on-year revenue growth for the first quarter, and displays Covid-19 crisis alleviation activities
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May 29, 2020
29
May'20
UK fintech investment reaches record high
Huge increases in UK fintech investment over the past three years has seen the sector explode, but most of the activity is still concentrated in London
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May 27, 2020
27
May'20
PropertyGuru touts 3D virtual viewings with StoryTeller
Southeast Asian property portal PropertyGuru rolls out new capability in its FastKey platform that lets developers showcase properties to prospective buyers through 3D visualisation
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May 14, 2020
14
May'20
CenturyLink digitally revamps sales framework
The difficulty of navigating information silos during the sales process and high customer churn prompted CenturyLink to adopt new digital tools that get the right information to the right sellers
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May 07, 2020
07
May'20
SAP extends indirect licensing related programme to end of 2021
User groups extend cautious welcome to SAP’s extension of its Digital Access Adoption Program
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April 21, 2020
21
Apr'20
Klein takes sole command of SAP as Q1 results show Covid impact
As Christian Klein becomes sole chief executive officer, SAP announces total revenue of €6.521bn for the first quarter, up 7% on Q1 2019
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April 16, 2020
16
Apr'20
St Albans council integrates systems in effort to streamline processes
The council of St Albans has implemented a unified digital platform to streamline how citizens interact with its services, as well as its own decision-making processes
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March 31, 2020
31
Mar'20
Gartner: Top-performing companies understand CX
Those businesses that measure customer experience, either through surveys, real-time analytics or the use of artificial intelligence, are more profitable
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March 19, 2020
19
Mar'20
IT Priorities 2020: ANZ firms to spend more on cyber security
Over half of respondents in Australia and New Zealand plan to invest more in cyber security, especially in key areas such as data loss prevention
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March 04, 2020
04
Mar'20
IT Priorities 2020: UK business applications investment in AI gathers steam
Artificial intelligence intensifies as an investment area for UK IT buyers, while cloud delivery is coming to ERP as well as other applications
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February 28, 2020
28
Feb'20
CIO interview: Ian Cohen, chief product and technology officer, Addison Lee
At taxi and transport company Addison Lee, technology is focused around customer experience before worrying about datacentres, servers and what elements make up the IT infrastructure
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February 12, 2020
12
Feb'20
Accenture’s tech vision draws inspiration from Black Mirror
Last year’s “Bandersnatch” Black Mirror episode on Netflix highlights a new opportunity for business, according to Accenture
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February 04, 2020
04
Feb'20
Australia’s NAB taps AI to create brand voice
Using Amazon’s artificial intelligence smarts, National Australia Bank has developed a unique brand voice that will greet customers who dial up its contact centre
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January 31, 2020
31
Jan'20
Australia’s Iconic Hotels taps cloud for speed and cost savings
The independent hotel operator in the Australian Capital Territory has saved IT manpower and costs by moving from an on-premise hospitality management system to a cloud-based application
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January 27, 2020
27
Jan'20
LV= rolls out smart speaker skill
General insurance firm says customers will receive answers to commonly asked questions by invoking the skill on Alexa or Google Home Assistant
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January 15, 2020
15
Jan'20
Case study: How Trainline keeps customers satisfied
The Trainline is encouraging customers to discover cheaper rail fares for the same journey with its AI-enabled SplitSave option
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December 27, 2019
27
Dec'19
Top 10 business applications stories of 2019
The steady incursion of artificial intelligence into enterprise software was a major theme behind Computer Weekly’s in-depth stories in this area in 2019
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December 10, 2019
10
Dec'19
APAC IT leaders lay out priorities for 2020
Robotic process automation and data analytics are among the top priorities for IT leaders in the Asia-Pacific region in the new year
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December 05, 2019
05
Dec'19
London mayor Sadiq Khan opens Salesforce’s Ohana floor
Opening coincides with Salesforce announcing $1.25m funding for education charity Ark and a Pathfinder training programme
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December 02, 2019
02
Dec'19
UKISUG 2019: Qualtrics unknown to 43% of SAP customers
On the opening day of its annual conference, the UK and Ireland SAP User Group unveils member research showing scant awareness of Qualtrics, and continuing slow adoption of S/4 Hana
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November 22, 2019
22
Nov'19
Obama at Dreamforce 2019: Leaders orchestrate the conversation
Former US president Barack Obama spoke in a fireside chat with Salesforce co-founder Marc Benioff at Dreamforce 2019. He cautioned on the dangers of the information age and offered some advice for business leaders
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November 21, 2019
21
Nov'19
HSBC builds API digital platform with MuleSoft to forward open banking
At Dreamforce 2019, HSBC announced the building of a digital platform with Salesforce MuleSoft to forward open banking opportunities
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November 20, 2019
20
Nov'19
Dreamforce 2019: Benioff puts data centre stage as protestors disrupt speech
Salesforce founder and co-CEO outlines data integration and data visualisation product vision underpinned by MuleSoft and garnished with Tableau
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November 15, 2019
15
Nov'19
Businesses move key applications off public cloud to save costs
A new study has shown that while many enterprises are able to keep public cloud costs under control, spending can quickly escalate
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November 15, 2019
15
Nov'19
How Slack is going beyond messaging in enterprise play
Deeper integrations with business applications and data residency support are part of Slack’s broader strategy to penetrate deeper into the enterprise
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October 29, 2019
29
Oct'19
How Aussie Broadband is improving service levels with automation
Australian telco Aussie Broadband has improved customer service though automation, even with a lean team and a growing subscriber base
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September 25, 2019
25
Sep'19
Executive interview: Speed is cloud apps benefit, says Oracle’s Miranda
In a Q&A with Computer Weekly at Oracle Open World 2019, applications head Steve Miranda discussed the supplier’s approach to cloud applications, digital assistants and machine learning
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September 12, 2019
12
Sep'19
How Zendesk plans to crack the enterprise market
Zendesk has been courting enterprises by billing itself as a customer experience software company and is leaning on its design smarts to stand out among bigger rivals
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September 12, 2019
12
Sep'19
Oracle Q1, 2019-2020: revenue flat, cloud progress vaunted
Oracle’s first quarter 2019-2020 results show revenue growth to be flat, but executives claim cloud headway and vaunt progress on autonomous database uptake. Co-CEO Mark Hurd takes leave of absence on health grounds
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August 28, 2019
28
Aug'19
APAC is epicentre of the experience economy
The experience economy is emerging in the Asia-Pacific region, but to succeed, enterprises will need to understand both operational and experience data
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July 24, 2019
24
Jul'19
Salesforce teams up with Alibaba in foray into China
The cloud applications giant is tapping Alibaba’s footprint in e-commerce and cloud in an effort to expand its business in the Greater China region
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July 18, 2019
18
Jul'19
SAP Q2 2019: US-China trade war takes toll
SAP’s second-quarter 2019 financial results indicate cloud revenue at 26% of total, and 600 new customers for S/4 Hana. The US-China trade war has adversely affected results
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July 03, 2019
03
Jul'19
One-third of people prefer instant reply from chatbot about finances to waiting for human reply
Consumers are warming to being supported by chatbots when it comes to financial services, but firms in the sector face hurdles to achieve true end-to-end automation
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July 01, 2019
01
Jul'19
The Great Eastern way to digital transformation
Regional insurance company Great Eastern has rolled out a new digital platform to better serve customers while morphing its DNA from the inside out
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June 25, 2019
25
Jun'19
Big companies face extinction unless they use IT better
Better use of IT could add £100bn to the British economy, says a CBI report into UK big business
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June 19, 2019
19
Jun'19
How AirAsia streamlined its customer service
Integrating multiple customer touch points with Salesforce has enabled Asia’s leading low-cost carrier to shorten waiting time and improve customer service
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June 18, 2019
18
Jun'19
Tableau sticking to data mission under Salesforce
Tableau President and CEO Adam Selipsky told the company’s European user conference in Berlin that Salesforce acquisition will not affect its mission of “seeing and understanding data”
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June 10, 2019
10
Jun'19
Salesforce buys Tableau to add self-service analytics to CRM
Salesforce is set to buy business intelligence data visualisation pioneer Tableau as it seeks to amplify its customer analytics capability
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June 10, 2019
10
Jun'19
Whittard spills the tea about its use of technology
CFO and IT manager of British hot beverages brand Whittard explains the firm’s recent investment in technology ahead of the business’s expansion into China
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June 06, 2019
06
Jun'19
Co-op pushes to make customer care teams more co-operative
The Co-op operates in market segments ranging from funeral care to food, and its customer service strategy was disparate until it adopted Salesforce
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May 16, 2019
16
May'19
How Open University went from bespoke IT to vanilla SAP
It’s hard convincing users their business processes are a dud. But this is what Chris Youles, chief information officer of the Open University, needed to do to transform the organisation
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May 08, 2019
08
May'19
Sapphire 2019: McDermott dubs Qualtrics ‘elixir for cultural change’
At SapphireNow 2019 in Orlando, Florida, CEO Bill McDermott said the gap between what consumers expect and get makes up a $1.6tn economic problem addressed by SAP’s Qualtrics acquisition
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April 24, 2019
24
Apr'19
SAP Q1 2019 results: 400 more S/4 Hana sign-ups, €1.5bn in cloud
SAP’s first-quarter 2019 financial results indicate cloud revenue at 26% of total, and 400 new customers for S/4 Hana. Senior executive losses, restructure and Qualtrix acquisition cost bite into profit
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April 07, 2019
07
Apr'19
APL Logistics fast-tracks global shipments with cloud
The Singapore-based supply chain firm has moved its transport management system and other business applications to the cloud, while keeping its ‘secret sauce’ on-premise
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March 29, 2019
29
Mar'19
Middle East countries accelerate quantum computing research
Gulf countries must invest in quantum computing research to ensure they continue to to remain digital pioneers
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March 27, 2019
27
Mar'19
Salesforce opens AI research outfit in Singapore
Cloud-based software giant Salesforce will train up to 100 postgraduate students over three years in artificial intelligence technology
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March 15, 2019
15
Mar'19
StepChange uses Pegasystems to power digital efficiency drive
Charity StepChange, which helps people manage debt problems, has developed a modern IT system to help double the number of people it can support
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March 12, 2019
12
Mar'19
Nationwide uses natural language processing to discover what annoys customers
SAS has run a proof of concept at building society Nationwide, using artificial intelligence and natural language processing to determine how to improve customer correspondence
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February 25, 2019
25
Feb'19
SAP Malaysia MD Duncan Williamson talks up the ‘experience economy’
In a world where consumer experience can make or break a business, companies need to continuously reinvent themselves to stay relevant
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February 22, 2019
22
Feb'19
Facebook planned to spy on Android phone users, internal emails reveal
Facebook planned to use its Android app to track the location of its customers and to allow advertisers to send political advertising and invites to dating sites to ‘single’ people, confidential documents show
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February 19, 2019
19
Feb'19
IT Priorities 2019: UK investment intent for AI intensifies, SaaS applications mature beyond CRM
AI continues to strengthen as a focus for IT systems buyers in the UK, according to this year’s Computer Weekly/TechTarget IT Priorities survey, while cloud applications are maturing beyond CRM
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February 15, 2019
15
Feb'19
Lucidworks CEO talks up ‘data experiences’
Will Hayes discusses Lucidworks’ Asian expansion plans, as well as efforts to help enterprises deliver rich data experiences for employees and customers through AI-augmented search engines
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January 29, 2019
29
Jan'19
Australian government turns to Rimini Street for software support
A slew of Australian government agencies have switched out SAP and Oracle maintenance contracts for third-party support services
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January 29, 2019
29
Jan'19
IT leaders grapple with workforce skills gap as they deploy AI and digital technology
Organisations will have to find new ways of reskilling their workforce as they get to grips with artificial intelligence and other digital technologies. CIOs also need to keep their skills updated if they are to succeed
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January 29, 2019
29
Jan'19
SAP FY 2018: Cloud revenue nears €5bn, 10,500 customers for S/4 Hana
SAP’s full-year 2018 results show cloud revenue at 20% of the total, which was €24.7bn, while the fourth quarter saw 1,000 customers added to its flagship S/4 Hana
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January 01, 2019
01
Jan'19
SAP user group’s Cooper: Indirect licensing progress welcome but slow
SAP UK&I User Group chair Paul Cooper on the state of play between SAP and users: sanguine about end of ECC6; S/4 adoption growth steady, indirect licensing still an issue; and C/4 remains unknown
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December 31, 2018
31
Dec'18
Top 10 business applications stories of 2018
The steady modernisation of ERP systems, as they edge to the cloud and are complemented by new-generation customer software, was markedly evident this year. And blockchain and AI are making inroads