Podcasts

How a punk rocker would go about simplifying CX

When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview.
Replacing contact center platforms poses big dilemma

CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud.

Relax, Adobe Marketo still plans to support Salesforce customers

Marketo VP Matt Zilli discusses what's next for the marketing automation platform, especially in regard to what devoted Marketo customers who use Salesforce CRM can expect.
Salesforce e-commerce upgrades put focus on mobile

Salesforce Commerce Cloud mobile-centric, consumer-focused upgrade unveiled at NRF 2019 conference, including Einstein Visual Search and Einstein Recommendations.
2018 in review: CRM morphs into CX software

Acquisitions and new products marked a busy 2018, with vendors like Salesforce, Adobe and SAP making splashy acquisitions while refocusing on customer experience.
How enterprises use dynamic pricing algorithms with AI, CRM

Born out of the '80s era of airline deregulation, dynamic pricing finds new life and popularity when mixed with AI. In this Pipeline podcast, we talk with Ulrich von Beck of Pros.
Pipeline podcast ranges over Dreamforce news

Einstein Voice, Customer 360, Salesforce partners and all things Dreamforce. The Pipeline podcast takes on these developments and takes an inside look at Salesforce Tower, too.
New HubSpot products strategy, CMS updates from Inbound

At Inbound 2018, HubSpot unveiled a new enterprise product line. It also introduced the flywheel, a circular metaphor for the customer relationship with sales, marketing and service.
HubSpot products expand reach into enterprise

HubSpot's VP of products details the newest HubSpot enterprise-level offerings, as well as HubSpot's new video tool. Also: A glimpse of what's on the future roadmap.
Revenue ops main theme at Ramp by InsightSquared conference

Beyond recapping the Ramp by InsightSquared conference and some of the keynote speakers, the Pipeline podcast looks back at other favorite guest speakers at conferences.
SAP C/4HANA, Pega Infinity ramp up the CRM market

The Pipeline podcast duo discusses the CRM market after the unveiling of Pega Infinity and SAP C/4HANA, as well as technology news from Uber about detecting drunk passengers.
Banking blockchain part of Pega Infinity platform reboot

This Pipeline podcast features a not-so-serious Q&A with Pegasystems CMO Tom Libretto covering Journey albums, blockchain hype and what happens at a user conference.
Call center artificial intelligence trends drive chat, decision-making

ICMI's Brad Cleveland has seen call centers integrate email, chat, IVR -- automated FAQ answering -- and social media. None reduced call volume. Chatbot tech may bring similar results.
Recapping Oracle Modern CX: CX execs share challenges

What's on the minds of customer experience execs right now? This Pipeline podcast breaks down grumblings and rumblings from Oracle's Modern CX show.
Don't let customer service automation override customer experience

CRM expert Jay Baer, author of NYT bestseller 'Hug Your Haters,' joins the Pipeline podcast and answers host Don Fluckinger's litany of personal experience CRM complaints.
Salesforce World Tour Boston talks Integration Cloud, Social Studio

Salesforce World Tour sessions included dives into Philanthropy Cloud, integrated surveys and Salesforce's new Integration Cloud.
Importance of customer experience highlighted at Adobe Summit

The Pipeline podcast looks back at the Adobe Summit and the conference's main themes. Listen in as our team discusses how the NFL uses Adobe to better personalize customer campaigns.
Adobe DMP a touchdown for NFL's data-driven marketing strategy

Heading into the 2017 season, the NFL made a concentrated effort to better understand its data and its audience. It turned to data governance and Adobe Audience Manager.
Salesforce acquisitions reach new heights with MuleSoft purchase

The intrepid Pipeline podcasters break down the MuleSoft acquisition, which enables hybrid cloud/on-premises CRM. Also: Salesforce Essentials replaces Desk.com and SalesforceIQ.
Social media customer care important to brands, experts say

In this Pipeline podcast, we discuss what was a primary topic at Social Media Marketing World: how companies should interact with customers through social media.
Inside sales strategy, millennials highlight Accelerate 2018

Learn what happens when a SearchCRM editor joins a panel as the paid skeptic to discuss whether AI technologies provide real value for helping businesses increase revenue.
Expert: Boring retail is dying as tech gains importance

Technologies such as augmented reality and AI in retail are becoming more important for brands looking to gain a selling edge. Tune in to the latest Pipeline podcast to learn more.
Salesforce-Oracle breakup on the horizon? Some say it's possible

Whether or not Salesforce is building out its own infrastructure is the first big CRM story in 2018, but it won't be the only one.
Pipeline podcast: Salesforce SMB customers to benefit from Google deal

Salesforce executives at Dreamforce discuss the impact of the new partnership with Google on Salesforce SMB customers, who'll be able to tap into Google Analytics and more.
Pipeline podcast: Exploring the growth of the martech stack

The marketing technology field has exploded, as have ways to organize a martech stack. This episode of the Pipeline podcast recaps highlights from the MarTech Conference.
AI among new Dynamics 365 features, Microsoft Teams top news from Ignite

Discussing the top news stories coming out of the newly combined Microsoft Ignite and Envision conferences on the latest Pipeline podcast episode.
New Dynamics 365 features take center stage during Ignite keynote

Dynamics 365 and the future direction of Microsoft products were given center stage during the Ignite keynote delivered by Satya Nadella.
CRM machine learning leaps forward, assisting process automation

AI, analytics and machine learning -- once separate technologies -- are now integrating into powerful new combinations for customer retention and service.
AI, IoT and Trailhead were main themes at Salesforce World Tour Boston

In the second taping of The Pipeline podcast, we discuss the customer stories mentioned at the Boston event, the tight security and Salesforce's push of Trailhead.
The major themes from SiriusDecisions Summit 2017

Winning martech strategies highlighted the recent three-day conference, as well as SiriusDecisions keynotes and product showcases.
Make your CRM more impactful than the latest tweets from Trump

Twitter and other social media sites are powerful communication channels. But CRM should be a two-way conversation, not one-way, like the latest Trump tweets.
Enterprise AI to target attention deficit-addled customers

AI will define the next 12 months, says consultant Brent Leary, because it can help capture the consideration of attention-taxed customers, and can put companies a cut above their competition.
Flurry of technology M&A foreshadows 2017 trends

As the market continues to undergo a series of major mergers and acquisitions, some observers say to expect more technology M&A in 2017.
New e-commerce technologies set to change customer experience

With the recent emergence of e-commerce technologies like Amazon Go and Commerce Cloud, customer experience has greater potential, but it also poses security issues.
Enterprise AI skyrockets -- IoT doesn't: More 2017 technology trends

Enterprise AI and market consolidation will continue to cast their shadows unabated in 2017.
Three key 2017 technology trends to know

Predictive analytics, voice-activated devices and artificial intelligence will take shape as significant technology trends in 2017. Some still await further maturity.
Why has the Microsoft-Salesforce partnership soured?

While the Microsoft-Salesforce partnership was touted with great fanfare just two years ago, the relationship has since soured.
Will Salesforce Einstein eat Microsoft AI for breakfast?

Though Microsoft has been at it for a while, Salesforce may win the artificial intelligence market war with Einstein, which is well integrated with its other products and easy to use.
Salesforce acquisition spree continues unabated

Salesforce has been on a fast and furious buying spree since December 2015 with no sign of a letup.
NetSuite acquisition may fill out pieces of CRM puzzle for Oracle

The CRM market has undergone another shift with Oracle's acquisition of NetSuite. Whither NetSuite's fate?
Customer experience gathers steam with IoT analytics

Companies are moving from gut feel to rely on scientific tools, such as IoT analytics data, to develop customer experience strategy.
LinkedIn purchase may signal new era of open APIs

Microsoft's LinkedIn purchase may open up APIs and enable new competitors to take advantage of the treasure trove of social CRM data in LinkedIn.
Microsoft buys LinkedIn database for treasure trove of CRM contacts

Microsoft bought the LinkedIn database. How will the professional contacts data enhance existing information in Dynamics CRM?
Marketing automation adoption takes off: 2016 technology trends

As we look ahead to the 2016 IT trends to watch, one key CRM theme is marketing automation adoption, which is poised to grow, says an expert.
Challenges hinder Salesforce Lightning, Wave adoption

One year after they were released, users are looking before they leap into Salesforce Lightning and Salesforce Wave. What is crimping adoption?
Social customer service needs to be integrated with larger business

For social customer service to be effective, it needs to be integrated with other aspects of the business, including sales, marketing and product development.
Location-based service apps yield trove of information

When customers come into a store with offers from location-based service apps, like mobile wallets, it indicates a new level of buying intention greater than just window shopping.
Microsoft Convergence focuses on analytics, cloud

Microsoft Convergence attendees explored the new cloud-based Power BI analytics tool at the conference.
The double-edged sword of location-based technologies

Location-based technologies like personalization are yielding valuable consumer data, but companies need to be careful stewards of the information.
BPM backbone builds new paths to customer engagement

Pega, a business process management software forerunner, is using BPM to deliver new customer engagement and CRM software for its customers.