Customer relationship management (CRM)
Find Customer Relationship Management (CRM) resources here: news, analysis and case studies on CRM software choices and implementing CRM. Find out how UK companies and organisations are harnessing CRM to drive forward customer-centric business strategies. Understand CRM market trends, and how organisations are managing the customer experience for competitive advantage.
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News
27 May 2025
Salesforce pays $8bn for Informatica to underpin agentic AI play
Salesforce is to pay approximately $8bn for cloud data management specialist Informatica as it looks to shore up the foundations of its developing agentic AI strategy Continue Reading
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Tip
22 May 2025
Compare the top 20 CRM software options
With the right CRM software, CX leaders can improve customer interactions and enhance their support strategies. Top providers include HubSpot, Microsoft and Salesforce. Continue Reading
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Tip
13 May 2022
5 upcoming CCaaS trends to watch
As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Continue Reading
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News
11 May 2022
SAP ‘optimistic’ about S/4 Hana in APAC
A top SAP executive is confident that more of its customers in Asia-Pacific will adopt S/4 Hana this year, as the company shores up integration of its ERP software with other business applications Continue Reading
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News
10 May 2022
How one Australian firm is creating smarter menus
Me&u’s smart menus are intelligent enough to recommend food items based on customer preferences, and even help to reduce food waste and alleviate bartender workloads during peak periods Continue Reading
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Tip
03 May 2022
Best practices for initiating chatbot-to-human handoff
Contact centers perform a balancing act between AI and human agents. Support teams must train bots on chatbot-to-human handoffs and design AI aware of customer frustration. Continue Reading
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Podcast
28 Apr 2022
Metaverse, women in software – Computer Weekly Downtime Upload podcast
Cliff Saran joins Clare and Brian, in Caroline’s absence, to discuss the metaverse, Windows 11, the Makers Women in Software Power List, and how CIOs do technology in 2022 Continue Reading
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News
27 Apr 2022
Microsoft shows inflation-busting growth, driven by cloud adoption
As prices rise, Microsoft is trying to position its cloud services as the public cloud that offers the best value for money Continue Reading
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Feature
18 Apr 2022
What is Adobe Experience Cloud? CRM platform overview
Adobe Experience Cloud -- the vendor's CRM platform -- includes tools to help medium and large enterprises manage all facets of their customer engagement strategies. Continue Reading
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News
30 Mar 2022
CIO interview: Spencer Clarkson, CTO, Verastar
Digital transformation and unifying customer relationship management systems are driving the business services group forward Continue Reading
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News
30 Mar 2022
UKISUG: Big majority of SAP users beset by data problems in migrating to S/4 Hana
In a survey prior to its Analytics Symposium, the UK & Ireland SAP User Group finds 61% of SAP customers say data management issues are slowing down process automation and impeding moves to S/4 Hana Continue Reading
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Definition
29 Mar 2022
Apex (Salesforce)
Salesforce Apex is a Microsoft-certified framework for building software as a service (SaaS) apps on top of Salesforce's customer relationship management (CRM) functionality. Continue Reading
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Tip
18 Mar 2022
How do experience maps vs. customer journey maps differ?
Customer experience maps and customer journey maps serve as the blueprints for buyer interactions. Despite these maps' similarities, they play different roles in organizations. Continue Reading
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Definition
17 Mar 2022
service assurance (SA)
Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management guidance in communications networks, media services and end-user applications. Continue Reading
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News
23 Feb 2022
Salesforce pays out over £2m in bug bounties
Salesforce says it received more than 4,000 vulnerability reports in 2021 alone as it delivers a rare public update on its bug bounty programme Continue Reading
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News
17 Feb 2022
Nvidia founder and CEO portrays AI-centricity
Earnings call for Nvidia’s fourth-quarter results offers a leading indicator of where the application of artificial intelligence may be heading Continue Reading
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Feature
02 Feb 2022
Finland brings cryostats and other cool things to quantum computing
Not only is Finland the clear leader in refrigeration technology for quantum computers, but it also leads in fundamental research into the underlying quantum information theory Continue Reading
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News
01 Feb 2022
Dutch software engineers join campaign for research funding
Software researchers from all over Europe are sounding the alarm: to maintain a strong international competitive position, more financial resources must be committed to software research Continue Reading
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News
27 Jan 2022
SAP full-year 2021: Revenue nudges up 1%, cloud growth up 17%
SAP has announced a 2% rise in full-year 2021 revenue, to just under €28bn, while S/4 Hana customer base increased by 18% to 18,800 Continue Reading
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Definition
24 Jan 2022
service desk
An IT service desk is a communications center that provides a single point of contact (SPOC) between a company, its customers, employees and business partners. Continue Reading
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News
24 Jan 2022
Heathrow Airport takes to the cloud with Oracle Fusion Applications
Airport has implemented a full spread of Oracle Cloud Applications, including ERP and HCM, as it looks to recover from the pandemic Continue Reading
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News
20 Jan 2022
UK SMEs to receive tech skills and software boost
A new government scheme aimed at helping businesses improve their productivity and sales online has opened for applications Continue Reading
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E-Zine
11 Jan 2022
How Pepsi is taking digital to the max
In this week’s Computer Weekly, we talk to PepsiCo’s digital director about delivering innovation in customer experience. Our first buyer’s guide of 2022 examines hybrid cloud storage. And we find out how Arkwright and Granville from the BBC sitcom Open All Hours are inspiring retailers 40 years on. Read the issue now. Continue Reading
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Feature
06 Jan 2022
SMEs step up e-commerce ventures under shadow of Covid
A raft of smaller retailers have stepped up their e-commerce businesses during the pandemic, ranging from books to candles, rugs to togs Continue Reading
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News
29 Dec 2021
Top 10 business applications stories of 2021
2021 saw enterprise software suppliers and users envisaging a nimbler future, beyond the Covid pandemic, with more loosely coupled ERP systems, more flexible business processes, and a renewed digital-first focus on customers Continue Reading
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Opinion
22 Dec 2021
A trial relying on computer evidence should start with a trial of the computer evidence
Learning from the Post Office Horizon scandal - the most widespread miscarriage of justice in recent British legal history Continue Reading
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News
15 Dec 2021
Asda follows EG Group sibling in selection of Rise with SAP
Retailer is looking to improve the agility of its operations in the cloud with a move to Rise with SAP on Microsoft Azure, and to streamline its procurement with SAP Ariba Continue Reading
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Feature
10 Dec 2021
Retailers as tech firms: Next, The Very Group and others see power in the platform
Gap and Reiss are set to utilise Next’s end-to-end e-commerce service, Total Platform, in 2022, as more retailers carve out a future as part tech company Continue Reading
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Feature
08 Dec 2021
How to improve customer satisfaction during supply, labor crisis
Transparency, minimizing returns and collecting customer insights from call center reps are some ways businesses can improve customer satisfaction. Continue Reading
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News
07 Dec 2021
IT Priorities 2022: ERP gets back on the horse
Automation and going cloud-first have gained significant interest for enterprise software and data management investment in the UK, according to the annual TechTarget/Computer Weekly IT Priorities 2022 survey Continue Reading
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News
09 Nov 2021
Real Madrid teams up with Adobe to enhance global fan experience
Real Madrid is using Adobe’s Experience Cloud software to better connect with its fans in Spain and worldwide Continue Reading
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Feature
08 Nov 2021
Mining for intelligence: Why business process intelligence makes for agility
Business process improvement is a never-ending quest for betterment that can be lit up by a new generation of process mining software. We take a deep dive Continue Reading
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News
28 Oct 2021
Benioffs and Salesforce put $300m into combating climate change on eve of COP26
$200m committed to reforestation and restoration efforts, and $100m for non-profits over the next 10 years Continue Reading
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Feature
18 Oct 2021
How companies are rethinking digital customer experience in wake of pandemic
The Covid-19 pandemic has exposed much digital rhetoric as hollow, as companies are now rethinking the digital customer experience, leveraging instant messaging and other tools Continue Reading
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News
15 Oct 2021
Manchester City teams up with Qualtrics for fan experience management
Manchester City is teaming up with online survey software firm Qualtrics, part-owned by long-term City Football Group supplier SAP, to engage more intelligently with the football club’s fanbase Continue Reading
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News
13 Oct 2021
Modern SaaS shifts core ERP architectures
There are numerous ways to achieve the same result. Salesforce, Microsoft and Microsoft offer a different way to consider enterprise systems Continue Reading
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Feature
11 Oct 2021
Developing an integrated customer and employee experience strategy
We explore what customer experience and employee experience have in common – and the benefits of combining them Continue Reading
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Definition
08 Oct 2021
What is mobile CRM (mobile customer relationship management)?
Mobile CRM, or mobile customer relationship management, enables those working in the field or remote employees to use mobile devices, such as smartphones and tablets, to access customer data and customer accounts wherever they are. Continue Reading
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E-Zine
05 Oct 2021
The Most Influential Women in UK Technology 2021
In this week’s Computer Weekly, we reveal the 50 women chosen as the most influential in UK technology for 2021, and talk to the 10th winner of our annual list – Poppy Gustafsson, CEO of Darktrace. Also, our latest buyer’s guide looks at digital customer experience technologies. Read the issue now. Continue Reading
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Feature
04 Oct 2021
A post-pandemic recipe for developing customer experience
Covid-19 has led to many people reassessing their priorities so customer experience needs to adapt to meet new expectations Continue Reading
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News
22 Sep 2021
Salesforce to debut Hyperforce architecture in Singapore
Salesforce is rolling out its Hyperforce infrastructure architecture in Singapore by the year-end, enabling enterprises to run Salesforce applications on Amazon Web Services Continue Reading
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News
22 Sep 2021
Dreamforce 2021: Benioff declares Salesforce as net zero and Slack ubiquitous across stack
Marc Benioff, CEO and chair of Salesforce, declares his company net zero in a keynote at Dreamforce 2021 in San Francisco, alongside update on Slack integrations Continue Reading
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News
21 Sep 2021
IDC: Salesforce-related economic activity will create 271,000 UK jobs and £52bn in sales by 2026
IDC research published on the eve of Dreamforce 2021 claims Salesforce-related economic activity will create 271,000 British jobs by 2026 and stoke £52bn in revenue Continue Reading
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Podcast
21 Sep 2021
Chancellor Rishi Sunak listens to UK tech – Computer Weekly Downtime Upload podcast
In this episode of the CW Downtime Upload, CW editor in chief Bryan Glick joins the podcast team to discuss his interview with Chancellor of the Exchequer Rishi Sunak at a Treasury Connect conference Continue Reading
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News
29 Aug 2021
Mainland Chinese businesses lead tech adoption in APAC
Chinese firms are more likely than others in Asia-Pacific to tap on artificial intelligence and business intelligence among other technologies to drive innovation Continue Reading
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News
24 Aug 2021
How Zendesk is gearing up for growth in APAC
Zendesk has its eye on Japan and the enterprise segment while building up its partner ecosystem to grow its business in the Asia-Pacific region Continue Reading
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News
12 Aug 2021
Same-day delivery firm CitySprint fields Salesforce for customers
Same-day delivery specialist CitySprint uses Salesforce across its contact management, sales and marketing teams Continue Reading
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News
05 Aug 2021
Vodafone Spain modernises customer relationship management platform with Amdocs
Modernisation programme aims to enable Vodafone Spain to reduce the total cost of ownership and improve operational efficiency, automation and performance of its CRM system Continue Reading
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News
30 Jul 2021
Government opens up SME digital support programme for suppliers
Help to Grow: Digital scheme aims to help small businesses access productivity-enhancing software, and suppliers are now encouraged to register as approved suppliers Continue Reading
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News
21 Jul 2021
SAP Q2 2021: revenue down 1%, 600 new S/4 Hana signups
SAP has reported second-quarter 2021 revenue of €6.669bn, down 1% on the same year-ago quarter. Cloud revenue has increased by 11% to €2.276bn, just over one-third of the total, and 250 customers claimed for new Rise with SAP package in the quarter Continue Reading
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News
07 Jul 2021
Clara Shih, CEO, Salesforce Service Cloud on the shape of post-pandemic service work
Salesforce Service Cloud CEO Clara Shih has returned to the supplier after a period as a founder CEO and sees the future of contact centre and field service with relatively fresh eyes Continue Reading
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Tip
25 Jun 2021
Getting started with a revenue operations strategy
A revenue operations strategy requires coordination and communication among sales, marketing and customer service teams to fuel RevOps. Continue Reading
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News
24 Jun 2021
Salesforce declares AWS partnership to enable intelligent applications
Salesforce and Amazon Web Services have declared a ‘strategic partnership’ that is claimed to enable the easier creation of artificial intelligence-infused applications Continue Reading
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News
03 Jun 2021
Sapphire 2021: Klein vaunts rebooted Ariba business network as sustainability driver
At the virtual Sapphire 2021 conference, SAP CEO Christian Klein trumpeted the supplier’s procurement network, Ariba, as the core of a revamped global engine for promoting sustainable economic growth Continue Reading
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News
26 May 2021
Disabled travellers promised better train journeys by Passenger Assistance app
An app developed by UK startup Transreport for the Rail Delivery Group aims to improve train travel for disabled passengers Continue Reading
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24 May 2021
Customer experience market made leap forward during pandemic
The discipline of customer experience management made significant advances during the Covid-19 crisis, according to practitioners and advocates Continue Reading
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News
07 May 2021
Monmouthshire County Council digitises HR with Zellis cloud
Monmouthshire County Council is using a cloud HR system from Zellis as part of its digital transformation programme, aimed at being lean and agile Continue Reading
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News
27 Apr 2021
Leaky Azure storage account puts software developer IP at risk
Source code for multiple products was left exposed in an unsecured Microsoft Azure cloud storage account, say researchers, but attributing responsibility for the error has proved difficult Continue Reading
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Feature
26 Apr 2021
How AI and automation drive better customer service
Forrester analysts explore the benefits of combining artificial intelligence with automation Continue Reading
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Feature
22 Apr 2021
Customer experience market made leap forward during pandemic
The discipline of customer experience management made significant advances during the Covid-19 crisis, according to practitioners and advocates Continue Reading
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News
21 Apr 2021
EMEA business leaders out of touch with employees’ needs in new hybrid workplace
Research finds more alignment with staff is needed for firms to address the new hybrid world of work but nearly half of businesses plan tech investments to further improve the workplace experience Continue Reading
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News
08 Apr 2021
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 Continue Reading
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News
07 Apr 2021
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 Continue Reading
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News
06 Apr 2021
Bank BJB Syariah taps DevOps
Indonesia’s Bank Jabar Banten Syariah is adopting DevOps and microservices to speed up delivery of applications Continue Reading
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News
23 Mar 2021
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 Continue Reading
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News
23 Mar 2021
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 Continue Reading
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Feature
12 Mar 2021
Interview: Uber driver Yaseen Aslam on his Supreme Court battle and what’s next for gig workers
Private hire driver and union organiser Yaseen Aslam speaks to Computer Weekly about his legal battle with Uber and what the UK Supreme Court ruling means to workers in the gig economy Continue Reading
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News
11 Mar 2021
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% Continue Reading
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News
11 Mar 2021
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 Continue Reading
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News
09 Mar 2021
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 Continue Reading
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News
11 Feb 2021
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 Continue Reading
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News
11 Feb 2021
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 Continue Reading
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News
10 Feb 2021
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 Continue Reading
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News
02 Feb 2021
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 Continue Reading
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News
20 Jan 2021
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 Continue Reading
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19 Jan 2021
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. Continue Reading
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News
18 Jan 2021
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 Continue Reading
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News
08 Jan 2021
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 Continue Reading
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News
03 Jan 2021
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 Continue Reading
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Podcast
29 Dec 2020
Salesforce Slack buy biggest step yet outside the CRM realm
Salesforce has tried to buy its way into the rest of the enterprise before. Is Slack the golden ticket that will take it beyond CRM to directly compete with ERP vendors? Continue Reading
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Blog Post
21 Dec 2020
How technology will shape the future of work
This is a guest post by Sujith Abraham, senior vice-president and general manager at Salesforce ASEAN No one could have predicted what 2020 would bring. Across every industry, we have learned the ... Continue Reading
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News
17 Dec 2020
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 Continue Reading
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E-Zine
15 Dec 2020
How security will be different after Covid-19
In this week’s Computer Weekly, the world of cyber security will probably never return to its pre-pandemic state – we look ahead. The combination of remote working and streaming video is putting extra strain on networks. And we look at how digital transformation is changing the way contact centres are run. Read the issue now. Continue Reading
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14 Dec 2020
Covid-19 crisis has speeded up contact centre digital transformation
Pandemic has accelerated digital transformation in many business sectors, including contact centres such as those of the University of Huddersfield and UK Power Networks Continue Reading
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Blog Post
14 Dec 2020
Why I'm uneasy about the Salesforce Slack acquisition
When I first heard the news, my reaction wasn't as an industry analyst, but as a small business owner – and it wasn't positive. Continue Reading
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News
03 Dec 2020
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 Continue Reading
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News
02 Dec 2020
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 Continue Reading
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News
02 Dec 2020
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 Continue Reading
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Feature
01 Dec 2020
Covid-19 crisis has speeded up contact centre digital transformation
Pandemic has accelerated digital transformation in many business sectors, including contact centres such as those of the University of Huddersfield and UK Power Networks Continue Reading
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News
26 Nov 2020
Robots taking jobs, but creating careers
Robotic process automation developers tell Computer Weekly about the job they never expected to be doing Continue Reading
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Blog Post
26 Nov 2020
Initial thoughts on prospective Salesforce acquisition of Slack
The FT’s ever-excellent, San Francisco-based Richard Waters has reported on a prospective acquisition of Slack by Salesforce. Slack, notes Waters, has evolved from being a chat app to a broader ... Continue Reading
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Tip
24 Nov 2020
Transactional vs. relationship marketing: Key differences
Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy. Continue Reading
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Feature
10 Nov 2020
How listening to the voice of the customer benefits businesses
Karen Mangia's book, 'Listen Up! How to Tune In to Customers and Turn Down the Noise' talks about the importance of listening to the voice of the customer in the business world. Continue Reading
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News
27 Oct 2020
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 Continue Reading
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News
26 Oct 2020
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 Continue Reading
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News
12 Oct 2020
Software AG caught in double extortion ransomware hit
Data stolen from prominent German software company by Clop ransomware gang appears on the dark web Continue Reading
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News
29 Sep 2020
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 said Continue Reading
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E-Zine
29 Sep 2020
How supply chain management is changing after Covid-19
In this week’s Computer Weekly, we examine the profound changes in supply chain management as a result of the global pandemic. We find out how digital experience platforms can help deliver an omni-channel web presence. And we look at the role of technology in cracking down on international money laundering. Read the issue now. Continue Reading
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News
28 Sep 2020
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 Continue Reading
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News
22 Sep 2020
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 Continue Reading
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News
14 Sep 2020
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 Continue Reading
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News
11 Sep 2020
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 Continue Reading