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One man’s trousers is another man’s pants and an important market trend?

Love it or loathe it, there is a LOT of debate right now about omni-channel customer communication. What some, like KANA, see as a fundamental shift in customer engagement that allows consumers to hop across and through myriad available communication channels at their leisure, others see as marketing hocus pocus and just another made-up industry […]


Let The Vision Unfold.

So in case you haven’t heard the news, it’s official. Ciboodle has just been snapped up by KANA. As a company, it goes without saying that we’ve realized incredibly valuable growth under Sword: we now have a sturdy foothold in North America and an enviable client roster that includes Nicor National, Admiral, Bally Total Fitness […]


Flipping out at Gartner 360 – part 1

Last week, our industry’s elite descended upon LA for the inaugural Gartner 360 conference (see post from Clare Dorrian on her takeaways from the event here).  Ever out to cause mischief, two of our Ciboodlers armed with just a flip camera and some delving questions, tracked down many of the CRM industry’s movers and shakers to […]


What's in a name? From CRM to Customer 360

So I am writing my inaugural ‘under the c’ blog post from the Gartner Customer 360 event in LA.  It’s been a great few days. Lots of energy. Lots of great dialogue. And lots of change to the old CRM Summit event. Yeah you heard me. The Gartner Customer 360 was an altogether new experience: