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The News On September 12, 2024, Zoho released a new, AI-rich version of Zoho Analytics that brings self-service BI to any persona in business. The release added more than 100 features and now offers powerful AI and ML capabilities. These enable diagnostic insights, predictive analytics, and automatic report and dashboard generation. “ Additional advancements to Zoho Analytics include a custom ML model-building studio, seamless integration with OpenAI, and third-party BI platform extensions. The new version of Zoho Analytics has added power, intelligence, and flexibility to serve a broader range of businesses and users than competitors in the market. ” The Zoho BI and Analytics Platform now offers more than 500 connectors to other systems, including streaming analytics.  Overall, the new release offers new capabilities across four main categories: ●       Data Management Hub: Zoho Analytics has expanded its data management capabilities, ensuring more accurate and app...

What the heck is customer experience, and who is responsible for it? These are two very good questions, for which I, myself, have some very distinct answers. Let’s start with them, before I dive deeper into that topic with Praval Singh , VP Marketing for Customer Experience at Zoho, who – naturally – has some good answers, too. You prefer the original? Of course, you can watch the complete conversation , too. Here it goes. Re customer experience, I am with Paul Greenberg and Bruce Temkin , who some years ago defined customer experience . Paul defines customer experience as “ how the customer feels about a company over time ” while Temkin defines it as “ the perception that customers have of their interactions with an organization ”. Either does it for me. It is the customer’s perception.  This makes it quite easy to answer the second question. Who is responsible?  Answer: The customer ! Why? Because the organization cannot control how I perceive my interactions because it sim...

During ZohoDay24, Zoho amongst other topics, gave some insight into how the company looks at AI. Raju Vegesna presented Zoho’s AI vision and progress. Additionally, I had the opportunity for a one on one with Zoho’s director of AI research, Ramprakash (Ram) Ramamoorthy . If you want to listen and watch the interview, you can do this here . Both represented a vision that is refreshingly differentiated from the current hype with everyone and their dog talking like large language models, LLMs, are the everything one needs. Well, let me tell you: They aren’t. But let me come to this point later. In addition to not every language model being created equal, and typical for a hype, there is still too much talk about the technology itself, whereas in the words of Raju and Ram the best AI implementation is “ when the customer doesn’t know they are using AI but finds value in the output ”. This resonates very well with me, as one of my beliefs is that the customer shouldn’t care about the techn...