#cx – Page 2 – nitin badjatia

♦ CRM’s evolution toward customer engagement

May 14, 2014

#CRM, #cx, Cloud Computing, customer engagement, Gartner, Paul Greenberg

Over the last two years, mergers and acquisitions have driven many of the headlines in the CRM world [footnote] Disclosure: I’m back at Oracle via their acquisition of RightNow Technologies, a CRM/CX cloud vendor. [/footnote]. We’ve watched the broadest consolidation that CRM has seen in nearly a decade. At the same time, Gartner predicts the CRM market,…

Cautionary thoughts on the Internet of Things

Feb 20, 2014

#cx, #VRM

#cx, #VRM, home automation, internet of things

The level of hype around the “Internet of Things” (IoT) is getting a bit out of control. It may be the technology that crashes into Gartner’s trough of disillusionment faster than any other. But that doesn’t mean we can’t figure things out. Quite the contrary — as the trade press collectively loses its mind over the…

The corroding value of the internet cookie, and an opportunity to shape a new market

Apr 29, 2013

#cx, #VRM

#cx, #VRM, big data, browser cookies, Customer Commons, customer experience, ecommerce, privacy

Several years ago, I first heard Doc Searls make an amusing comment about one of the basic elements of the internet universe, the browser cookie. With full credit to Phil Windley, Doc’s historical summary of ecommerce (and much of the modern internet) went like this: A brief history of ecommerce can be summarized as this-…