Thomas Wieberneit

Is SAP serious about CX? You bet, and here’s why

The News SAP flexes its muscles. Bob Stutz returns to SAP as the new president of the CX group. In this role he becomes the successor of Alex Atzberger who held this role since January 2018, himself succeeding Carsten Thoma. In his new role Bob…

S/4 vs. C/4 – Is SAP finally getting CRM right?

It has been a while since I last mused about things S/4HANA and C/4HANA (or Customer Experience Suite) at SAP. So, it is time to have a look at what happened since. Last year I concluded that “the differentiation between the old world transactional sys...

Customer Service Done Right, With a Little Help From Your Bot

In the past weeks two independently interesting things happened. Early September, as a member of the valantic team, I attended the German SAP User Group (DSAG) annual congress. As you can imagine, this event is about all things SAP users like and also those...

Salesforce Einstein Search – The Formula for Customer Success?

The News Last week Salesforce announced Einstein Search, an enhancement of the search mechanisms that are already available in its applications. As usual you can read the announcement online or below. Salesforce wants to release three main issues with ...

SugarCRM – A Vendor getting its mojo back?

Anno Domini 2019 SugarCRM seems to be on its way to getting its mojo back. I remember Sugar as a well renowned brand in the sales force automation arena with roots in the open source community. If memory serves right, the company lost a lot…

The Demo, the 7P of Planning, and Customer Experience

Being a consultant being called into or asked to do a product demo is inevitable. A demo is one of the most powerful tools that product/solution vendors and their partners have in their arsenal to convince prospects. The demo is a key part of the…

Use the 7S Model for a Successful AI Transformation

Being a CRM consultant working with many organizations it is hard to not see AI as a topic that is thought about. Does it help? Where is the biggest impact? How to start? What skills do I need? These are only some of the...

CRM is 30 and Salespersons still hate it

We are now almost fourty years after the first CRM tools were introduced, initially as helpers for the sales force, but then with an ever increasing scope. We have seen ‘CRM’ systems start as point solutions that morphed into suites – and back to what…

Field Service in the Age of AI

How often is it that a call to a service hotline ends up with the need to have a service technician come to your place? Something like, for example, your washing machine does not work but shows an error code, so you start your...

Salesforce Customer Service Solution becomes Botty

The News On June 17, 1019, Salesforce announced an enhancement of its customer service abilities by adding further channels for customer service and adding chatbot capabilities to these channels. This has the goal of offering the ability to create a mo...

From Personalization to Customer Experience

As it is the case for most of my colleagues I regularly get pitched by businesses about customer experience news that they want to talk about and that normally are pretty interesting. So, also a few days ago, when I got pitched by AR relations…

Nimble Goes Blue

The future of Nimble is blue – Azure blue. The News This is not about the colour of hope (which is blue, at least, if you are a German, like me), but about the long pending final migration of Nimble to Azure. The company announced…

To Fix Customer Service, Solve 3 Challenges to Improve the Agent Experience

This is evident in our everyday experience. Whether we are waiting in a telephone queue, or do not get a meaningful answer to an inquiry or are even brushed off with funny answers relating to GDPR. Who of us didn’t hear the line "Due...

How to Thrive in the Age of the Customer

Returning from an interesting SAP Now event in Berlin with a strong attendee focus on customer experience is the perfect opportunity to start thinking about how to thrive as a company in the age of the customer. Being busy with and at our own valantic…

Salesforce adds more Einstein and Quip to the Service Cloud. Is it good for...

The News Today Salesforce announced the next release of its Service Cloud. It brings together more Einstein AI as part of the Service Cloud and adds Quip to it. This enables more agent empowerment and efficient work. In order to augment the tools with ...

There’s a Bot in the Future of CxM

Modern customer relationship management, if I may use this ancient term, is undergoing significant change. It is a change towards achieving customer outcomes. But then, whether we call it Customer Relationship Management, Customer Engagement Management, or Customer Experience Management does hardly matter. What does...

Ten questions you always wanted to ask about Customer Experience

This is a slightly enhanced transcript of an interview about customer experience, with the challenge to keep within two minutes. I kept the transcript short, which might raise a question or two. Let's discuss!

What the heck is Customer Centricity?

Reading the very interesting post Customer Centricity is MORE than Customer Experience by Joseph Michelli I engaged into a discussion about things centricity. The discussion basically is about answering the question “What the heck is customer centricit...

Salesforce, Service, AI and … IoT

AI, IoT, and CRM, three acronyms. However, these three belong together and should not be treated or looked at separately. One important reason for this is that companies and organizations can provide significantly better service experiences and, more i...

The Return of the Suite

The suite is back. I have said and written that a good number of times in the past few years. And that is a good thing (that the suite is back, not that I said it, of course), because one of the major challenges with…

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