Thomas Wieberneit

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...

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 of a maj...

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 on May 22 that it has...

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...

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...

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 a best of breed approach is integra...

Nimble 2018 – The Story continues

The year 2018 is coming to an end, which means it is high time for some interesting product and roadmap news. Here’s some Nimble news (ok, not THAT fresh anymore, I have been incredibly busy recently). For starters, Nimble released its long awaite...

AI 2019 – A View Into the Glass Bowl

It is hard to believe, but the year 2018 is already coming to an end. It has been an exciting, yet incredibly busy year...

The Secret Sauce of Success – Recipe unveiled by the DC Office of Unified...

Back in 2015 the Washington D.C. Office of Unified Communications (OUC) started a re-platforming exercise of their backbone from an on premise system to a cloud based customer service solution. The Washington, D.C. Office of Unified Communications mana...

Data Rules – SAP acquires Qualtrics

The News On November 11, 2018 SAP announced that it has entered a definitive agreement to acquire Qualtrics, the “global pioneer of the experience management (XM) software category”. Here is the full announcement for you to read: WALLDORF, Germany, PRO...

Are AI-Powered Chatbots Ready for Mainstream Adoption?

Blockchain, hyped as the technology is at the moment, has not only quite some potential but has matured considerably over the past months. Still, after...

Clash of Titans – The IaaS Platform Providers

In the past three posts of this series I have covered the definition of a platform, followed by a brief analysis of the big four players in the customer experience world, namely Microsoft, and SAP, followed by Salesforce and Oracle. And ...

Clash of Titans – The War Cry: Oracle and Salesforce

More Food for Thought In the last article Clash of Titans – Microsoft and SAP weigh in of this little series, I discussed the strategy of two of the big four and how they are positioned in the platform play of the business software titans – and others....

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