Thomas Wieberneit
Thomas Wieberneit
Thomas helps organisations of different industries and sizes to unlock their potential through digital transformation initiatives using a Think Big - Act Small approach. He is a long standing CRM practitioner, covering sales, marketing, service, collaboration, customer engagement and -experience. Coming from the technology side Thomas has the ability to translate business needs into technology solutions that add value. In his successful leadership positions and consulting engagements he has initiated, designed and implemented transformational change and delivered mission critical systems.
The Salesman’s Resurrection by AI
The B2B salesperson is dead. Or so it is said. There are scores of...
Salesforce brings Einstein to Field Service – A big Move?
On July 12, 2017 Salesforce announced its new, Einstein-enhanced version of Field Service. This release brings mainly three innovations to the already strong Service...
Customer Service in a World of Ambient Computing
Soon there will be an additional in-app customer service channel. So far we have a bunch of service channels, most of them requiring the user...
Zendesk – A Mobile CustServ Native?
Mid of April I published an article about the mobile in-app support landscape that, amongst other players, touched on Zendesk. In this article I...
Agent.AI – Customer Service with the AI Bot
Earlier in June I had the opportunity to talk to Barry Coleman, CTO of Agent.ai, an about 2-year-old company at the time of writing...
SAS Customer Intelligence 360 – Turn Data into Experience
A while ago Angela Lipscomb from SAS got in touch with me to get me introduced to SAS’s concept of a Customer Decision Hub. Their...
Customer Service – How to Turn a Poor Experience into a Positive One
With mobile phones taking over our lives and conversational interfaces becoming ubiquitous there is certainly a new level of demand arriving at customer service...
Beyond Disruption: AI and IoT Join Forces to Power Real-Time Experiences
Imagine a self-driving forklift reacting to an obstacle only after a minute. Or, the next best action...
SAP CRM Into S/4HANA – Did SAP Hit Bulls Eye?
After having talked with Volker Hildebrand about the future of SAP CRM and whether or not there will be a CRM component in S/4HANA...
Freshdesk becomes Freshworks – A Snap Analysis from Down Under
On June 6, 2017 Freshdesk announced its rebranding to Freshworks. Freshworks is a new umbrella brand for the suite of applications that Freshdesk built...
Call Center and Soccer: Two of a kind
One of the eternal problems in a call center is getting an enquiry routed to the right agent. This is doubly true in a...
AI and IoT at SAP – Yin and Yang
During the 2017 SAPPHIRE NOW conference SAP told the stunned audience about how they connected some dots to create better value and more intelligent...
GreenRope – A Simple yet Powerful CRM for E-Mail Marketers
A while ago I had the pleasure of talking with Austin Willms who took me through a tour presenting GreenRope, a CRM solution for...
Nimble and Microsoft are Getting ever Closer
It has been three months since I last talked with Jon Ferrara, CEO of Nimble. Back in February, he introduced me to their Nimble...
AI Platforms: How to Make the Smart Choice
These days, customer experiences increasingly need to be enabled with the help of intelligent technology. In the...
Experience requires Engagement – Are Companies Prepared?
Today’s businesses are in a difficult situation. Their customers demand more experience and contextually relevant engagements than they are equipped to deliver. This places...
SAP CRM and SAP JAM – Good News from CRM evolution
During CRM Evolution 2017 I had the chance of talking with Volker Hildebrand and Anthony Leaper from SAP. Volker is SAP’s Global Vice President...
CRM evolution 2017 – Customer Experience via AI
Just on may way back from CRM evolution 2017 it is time for a little recap. The conference, once more chaired by CRM Grandmaster...
The Opposite of United. Customer Experience … Delivered
I just had the pleasure of getting a few family days in the Club Med Bali resort and, being me, working and writing about...
Mobile In-App Support – A brief Overview
In a mobile world, where the smartphone has become the command center of our lives support needs to be offered from directly inside the...