customer experience

Analytics and AI
The Enterprise AI Revolution Is Boring, and That Is What Makes It Work
The article advocates for 'boring AI,' which emphasizes embedding AI into back-end processes and workflows to deliver real operational value, as opposed to flashy, superficial applications that often fail to provide measurable returns.
Cloud Platform and Technology
How SAP Experience Centers Win Transformation
SAP's Experience Centers have transformed from showrooms to operational labs, exemplified by the fully functional S.Mart Store in Walldorf, illustrating the company's commitment to co-creating practical industry solutions with customers.
Automation
5 Predictions: What Salesforce Leaders Expect from Enterprise AI Agents in 2026
At a Salesforce roundtable, executives predicted that by 2026, companies will face a clear divide based on their adoption of AI agents as operational infrastructure, leading to significant changes in voice communication, engineering delivery models, governance structures, and user experiences.
Analytics and AI
IFS Deepens Industrial AI Push with Anthropic Partnership
IFS has partnered with Anthropic to enhance industrial AI deployment in critical sectors like manufacturing and aerospace, focusing on safe, domain-specific applications and real-world implementation.
Analytics and AI
Inside the AI Shift Transforming Customer, Field Service and What it Means for ERP
The Salesforce 7th annual State of Service report reveals a rapid transformation in customer service driven by AI agents, predicting that by 2027 AI will resolve half of service cases, prompting organizations to enhance data integration and redefine service roles, ultimately positioning service as a blueprint for broader enterprise architecture change.
Application Development and Integration
Intuit, Rehmann launch joint ERP push for mid-market multi-entity accounting
Intuit and Rehmann are collaborating to launch an AI-driven ERP suite targeting mid-market firms with complex financial needs, aiming to streamline multi-entity finance on a unified cloud platform while enhancing automation and visibility.
ERP Strategy and Planning
When Formula One Meets ERP: Oracle Red Bull Racing’s Strategic Move to the Cloud
Oracle Red Bull Racing is transforming its finance and HR operations through the Oracle Fusion Cloud Applications Suite to enhance efficiency and comply with Formula One's cost cap regulations, highlighting a broader trend among high-performance organizations toward integrating AI and comprehensive cloud solutions for operational excellence.
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a row of orange Sainsbury's delivery trucks parked next to each other on a sunny day | Microsoft and Sainsbury's AI partnership
Automation
Sainsbury’s and Microsoft to power up customer experience with AI
Sainsbury plc and Microsoft today announced a new five-year strategic partnership to help deliver the retailer’s Next Level Sainsbury’s strategy.
image of Aberdeen, Scotland, UK | Aberdeen City Council and Microsoft
Analytics and AI
Aberdeen City Council to double query responses with Microsoft chatbot
Aberdeen City Council has launched an enhanced version of its AB-1 in Azure, to optimize and scale its chatbot.
image of a red dragon for the lunar new year
Service Management
Editor’s words: The Year of the Customer
ERP Today readers, welcome to the Year of the Customer. Our editor, Giacomo Lee, reminisces on 2023 which was the Year of the Partner.
buildings and skyscrapers in Hong Kong Miramar
CRM and Customer Experience
Hong Kong conglomerate Miramar Group transforms CX with SAP Emarsys
Miramar Group has announced it is leveraging SAP Emarsys to advance its customer experience by harmonizing customer data from business units.
image of brain, AI on purple, blue and yellow pastel background | CX Foundry
Capgemini and Salesforce enhance GenAI portfolio with new CX Foundry
Capgemini has announced its expanded collaboration with Salesforce and has enhanced its generative AI capabilities with the launch of a generative AI for CX Foundry for clients leveraging Salesforce.
Scrabble tiles that say listen more : gartner certinia customer experience
CRM and Customer Experience
Shut up and listen to your customers
Customer satisfaction broken down into three primary elements: Simplify, focus and listen!
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