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Miller Heiman CEO Byron Matthews: Stay Tuned for the CRM 4.0 Revolution
July 11, 2018
"There's a gap in performance across B2B selling, because buyers are innovating faster than sellers are getting better at selling," said Miller Heiman Group CEO Byron Matthews. "Sales enablement's function is to try to close that gap. It's not sales operation ... . It's more strategic, in terms of trying to drive sales performance by getting better content and coaching services for salespeople."
IBM's Watson Enlisted for B2B Sentiment Analysis
June 27, 2018
B2B customer support firm TeamSupport has added sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer support teams can prioritize and personalize their outreach efforts. It includes predefined categories such as "satisfied" and "frustrated."
New Study Group to Focus on Impact of Robo Vehicles
June 20, 2018
Some logistics and mobility industry heavyweights have formed a group committed to improving the lives and opportunities of working Americans through adoption of autonomous vehicles. The roster of the Partnership for Transportation Innovation and Opportunity includes the American Trucking Associations, Daimler, FedEx, Ford, Lyft, Toyota Motor North America, Uber and Waymo.
Tech Heavyweights Launch AI Global Marketplace
June 13, 2018
A group of data, technology, digital services and other organizations have launched the AI Global Marketplace, an app store that will host more than 2,000 high-value AI assets focused on customer engagement and process intelligence problems for the banking, insurance, healthcare and digital commerce markets. Software assets will be based on the Cognitive Agent Modeling and Execution Language.
Sony Trains Spotlight on a Few Good Games
June 13, 2018
Sony gave PlayStation fans a hefty sampling of what's coming to its gaming consoles this year at E3. It gave them a long look at a relatively few offerings -- a marked contrast from Microsoft's deluge of titles. "Sony's E3 event was a break with tradition, an experiment to test the way it could present its first-party output to the media," said Piers Harding-Rolls, head of games at IHS Technology.
Nvidia May Be Lone Rider on Next Big Technology Wave: Robotics
June 11, 2018
Dell's most forward-looking people spoke about the future at Dell World a few weeks ago. One of the sessions I attended dovetailed with something that appears to be glaringly obvious -- to me, anyway -- which is that is that robots likely will be the next big technology wave. I then wandered around to find out what Dell was doing in robotics, and I couldn't find anything. Dell is not alone.
Apple Unveils New Siri Customization Tools at WWDC
June 5, 2018
The next version of Apple's mobile operating system, iOS 12, will include a new feature that allows you to customize the way Siri works with applications on phones and tablets. The announcement was one of the highlights at the kickoff of Apple's WWDC on Monday. Called "Siri Shortcuts," the feature lets a user define a phrase that will trigger a set of actions by the apps on a device.
HP: Reimagining the Future
May 28, 2018
I got a view of the future at HP's Innovation Center in Barcelona. The company has made some aggressive moves to blend its printing and imaging technologies to create products that will redefine our near-term future. HP also showcased capabilities that are something just short of magic. When you can transform what you can imagine into physical products, what else would you call it?
ProsperWorks CEO Jon Lee: You're Going to Need Great Data
May 23, 2018
"There's this notion that software is primarily something you have to work for," said Jon Lee, CEO of ProsperWorks. "There's a lot of data entry, a lot of navigating screens and moving between different windows. Software as it was designed in the 1980s was a database for recording information. The trend you're seeing today is ... what if my software works for me?"
Rhino-Saving Tech Also Could Protect Kids and Borders
May 21, 2018
Cisco has reduced the poaching of endangered rhinos in Africa by a whopping 96 percent. This success comes at a time when kids appear to be increasingly at risk from rogue school shooters and the United States government seems deadlocked on gun control. The focus of Cisco's tech is on catching the poachers who kill around 1,000 endangered rhinos a year, rather than on taking away their guns.
NICE Bot Wants to Take Over Employees' Most Tedious Tasks
May 16, 2018
NICE has debuted its NICE Employee Virtual Attendant, or NEVA, a process automation bot powered by the company's desktop automation technology. With chatbot capabilities, NEVA "is designed for both front- and back-office employees," said NICE VP Oded Karev, head of advanced process automation. Employees can use NEVA either to execute a complex business process or inquire about a process.
Oracle's Drive to Automate
May 13, 2018
Oracle -- or could we say "Autoracle"? -- has introduced more autonomous products, generally in keeping with what I see as a build-out of an information utility. The products include Autonomous Analytics, Autonomous Integrations, Autonomous Builder code generation and free premium service. The autonomous products broadly leverage a variety of analytics and machine learning tools.
AI May Be Secret Weapon to Retain Sales Talent
May 9, 2018
Much of the discussion around sales and artificial intelligence has been outwardly focused. It's exciting to think about using AI to examine leads, sift through data, and help deliver answers that allow salespeople to close more and bigger deals. However, the excitement over using AI to organize customer information overshadows another use of AI that could be equally lucrative.
Microsoft Invites Everyone Onto Its Azure Cloud
May 8, 2018
Microsoft CEO Satya Nadella has sounded a call for computing to empower everyone. "The world is becoming a computer," Nadella said in the opening keynote address at Build 2018, the company's premiere event for developers in Seattle. "Computing is getting embedded in every person, place and thing. That's the opportunity that we have. It's in some sense endless," he added.
Echo for Kids, Retro Voice Assistants, and a Second Snap
May 8, 2018
Amazon is trying to rope in younger members of the family to use its Alexa voice assistant with the release of a smart speaker for kids. The Echo Dot Kids Edition has a rubber case protecting a standard Echo Dot and a two-year, no-questions-asked replacement policy. It includes a one-year membership for Amazon's subscription service for kids' books, videos, games, education apps and Alexa skills.
Google Assistant Gains Momentum in Smart Home Race
May 5, 2018
Google Assistant, the artificial intelligence software built into Android handsets and the Google Home smart speaker system, now can control more than 5,000 smart devices. That's up from just 1,500 products in January -- and the list of supported products includes everything from cameras and security systems to doorbells, locks and lights, to dryers, dishwashers and refrigerators.
AI-Based Customer Data Platform Supports ABM Operations
April 28, 2018
Lattice Engines, a provider of account-based marketing tools driven by AI, has announced the launch of Lattice Atlas, calling it the first customer data platform for ABM. The new platform synchronizes all customer data across a single, integrated view, making it easier for customers to see their data, no matter the source. Customers often have to view data across multiple tools and workflows.
Amazon's Latest Delivery Scheme Involves Handing Over Your Car Keys
April 25, 2018
Amazon has added a new option to its Amazon Key service for Prime members: in-car delivery, which allows drivers to place packages inside a locked trunk or elsewhere in a car that is parked in a publicly accessible area. The Amazon Key In-Car delivery service is available at no extra charge to millions of Amazon Prime members who drive certain cars.
SalesHero's Robin Takes On New AI Sales Assistant Job
April 25, 2018
SalesHero has introduced Robin, a new AI-based sales assistant. Built for the sales rep, Robin can learn from a user's actions and automate processes to help improve daily sales productivity. Robin can access data from CRM systems, customer interactions, and SaleHero's own proprietary database of 45 million global company records to carry out the most tedious sales tasks.
A Home Robot Could Be Amazon's Next Gamble
April 24, 2018
Amazon could bring a home robot to market as early as 2019. Codenamed "Vesta," after the Roman goddess of home and family, the project is several years old, but hiring for it recently has ramped up with an eye toward placing prototypes in employees' homes this year. The robot could be a mobile smart speaker. Some versions of the product apparently have cameras and computer vision software.
With Custom Skills, Alexa Inches Closer to Being One of the Family
April 20, 2018
Amazon has introduced Alexa Skill Blueprints, adding personalization capabilities to its smart speaker devices. The new tool provides pre-crafted templates for users to create customized experiences, such as skills for particular users. With Alexa Skill Blueprints, users can build into their devices experiences that are personalized for themselves, their friends and their families.
Facebook Peddles Future Behavior Data to Advertisers
April 17, 2018
Facebook reportedly has developed a new advertising service designed to predict the future behavior of consumers. The service uses FBLearner Flow, an artificial intelligence prediction engine the company introduced in 2016. The technology enables companies to target people based on decisions they haven't yet made. The data the new service taps is aggregated and anonymized.
Swedish Sounds, Cool Phones, and Smart Switches
April 17, 2018
Not quite content with furnishing every other aspect of our homes, IKEA has continued its push into smart home territory with its first Bluetooth speaker. The Eneby comes in two sizes: 8 x 8 and 12 x 12 inches. You can use it as a portable speaker with up to 10 hours of battery life with the optional $20 battery, and there's a handle for added portability.
What Should We Expect From AI?
April 12, 2018
Fear mongering about killer robots and the recent deaths connected with Uber and Tesla autonomous vehicles have rekindled concerns about AI in the machines around us. We are well beyond answering Alan Turing's question, "can machines think?" There is now good reason to ask how we should think of AI, and what we should expect from it. There have been phenomenal advances in just the past few years.
Beyond CRM
April 10, 2018
We should start discussing what's beyond CRM. I chose the word "beyond" advisedly. CRM is far from dead or even in decline, so "after" would be incorrect. However, CRM already has changed so much that it may be time to rethink it. Also, many of the tangential technologies that have turbocharged CRM in the last few years, like social media, have drawn so much attention that some analysis is due.
Turning Social Media From a Problem Into a Solution
April 9, 2018
The shooting incident that took place last week at YouTube had less to do with guns than with the failure of the police to act on information in a timely way and the inability of social media to be anything but part of the problem. Google has been giving this issue little more than lip service, but I expect it has become motivated to do more, given that YouTube was the latest target.
Customization Tools Let You Have Enterprise Chatbots Your Way
April 7, 2018
Inbenta has released new APIs and SDKs that let enterprises customize chatbots. The company offers an artificial intelligence-powered natural language search and conversational platform. The new APIs and SDKs facilitate a number of chatbot capabilities: intent detection, decision trees, transactional intelligence, Content Digest and seamless escalation.
Digital Disruption
April 4, 2018
Andrew McAfee and Erik Brynjolfesson, who teach at MIT's Sloan School of Management, started writing about the impact of artificial intelligence and machine learning almost a decade ago. Their early books provided deep insights into the way the era we live in would unfold. A lot of their ideas were on display last week at TrailHeaDX: The Salesforce Developer Conference in San Francisco.
Mozilla Trumpets Altered Reality Browser
April 4, 2018
The Mozilla Foundation has unveiled its plans for Firefox Reality, a browser designed specifically for mixed reality headsets. The browser combines the beneftis of Mozilla's existing Firefox browser with its experimental Web engine. Using Servo, Mozilla plans to experiment with entirely new designs and technologies for seeing and interacting with the immersive Web.
New Platform Boosts Intelligence in Bot Interactions
April 3, 2018
Jacada has released V. 10.0 of its Jacada Interact platform, which supports its new Autonomous Customer Experience Suite. The CX Suite lets enterprises design and automate assisted-service or self-service business flows, and then use them in multiple channels to standardize and optimize customer service interactions. The Autonomous CX Suite supports five Jacada solutions.
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How does the tech industry compare to other industries when it comes to diversity?
Tech firms have been working much harder than others to achieve diversity.
Tech is rife with sexism, racism, homophobia and other forms of discrimination.
The tech industry would be more inclusive if there were more qualified applicants.
Tech firms have made superficial efforts but they're mainly for show.
The push for diversity is a cultural fad, and there is no real problem.