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This technology note evaluates Salesforce鈥檚 Agentforce 360 launch, asking: Has the Salesforce platform changed beneath the marketing? What market dynamics have compelled...
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NiCE鈥檚 2025 Analyst Summit marked a decisive shift toward AI orchestration in customer experience. The company鈥檚 momentum highlights not only innovation potential but also...
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The transformative power of AI has created expectations for organizations to implement AI-powered solutions throughout various business processes, including ITSM. This...
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Organizations that are considering an acquisition of ServiceNow products struggle to gain leverage and information during the negotiation process, as ServiceNow constantly...
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This monthly recording covers topics such as cyber threat and regulatory trends, nation states, cyber criminals, hacktivists campaigns, data breaches, control strategies,...
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The pandemic and growing younger demographic have shifted the terrain of customer service delivery. Customer service management tools ensure organizations enhance customer...
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Asset management isn鈥檛 a dying process, it鈥檚 just more complicated. Cloud hasn鈥檛 eliminated the need for asset management, it鈥檚 just become another hard-to-manage asset....
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Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on...
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Application rationalization fails when the chosen framework does not match your scenario or the goals for your application portfolio. This note looks at how to apply...
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ServiceNow鈥檚 Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow鈥檚 lead in the AI-powered IT service management (ITSM) and digital...
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