Thomas Wieberneit

Oracle Ups The Ante – Does the Salesforce Empire Strike Back?

The fall conference season is in full swing. Of the big 4 we had Oracle Open World and the SAP Hybris Summit, with the...

Products to Services – The SAP Hybris Summit 2017

This year’s SAP Hybris Summit in Barcelona was attended by almost 3,000 paying participants, which is likely to make it the biggest ever, in...

To Avoid Bot Failure, Solve These Technology and Human Challenges

After becoming increasingly popular in 2015 and 2016, this year has truly become the year of the bot. Countless businesses have embraced bot technologies,...

More Nimble News

The News In the past 5 weeks or so, there have been quite a few news items about Nimble, with the biggest product news dated...

SAP acquires Gigya – A Snap Analysis from Down Under

Well, it is already more than two weeks ago that this news hit the wires, but SAP announced the acquisition of Gigya, a leading...

How AI Can Mend the Marketing-Sales Gap

It is almost an urban myth that sales and marketing are facing difficulties in cooperation. ...

New Helpshift CEO – A Snap Analysis from Down Under

The News On September 7, 2017 Helpshift announced the appointment of a new CEO in a blog post. Salesforce veteran Linda Crawford, with a tenure...

Customer Service in a World of Ambient Computing – The Service Center View

A few weeks ago I wrote an article about customer service in a world of ambient computing. This article looked at customer service from...

Freshworks acquires Zarget – A Snap Analysis from Down Under

Freshworks on 29/08/2017 announced that it acquired Zarget, a conversion rate optimization software startup. With this being the ninth acquisition in about two years...

Ambient Computing and the Future of Mobile Apps

A short while ago Craig Rentzke from Helpshift pointed me to a particular episode of CXOTalk, featuring Kevin Henrikson of Microsoft and professor Anindya...

Intelligent Field Service: The Future is Now

It is the day after a pleasant dinner evening with friends. As usual there are quite a...

Customer Service in a World of Ambient Computing – The Service Center View

A few weeks ago I wrote an article about customer service in a world of ambient computing. This article looked at customer service from...

Salesforce Aims At Making Life Easier For Agents

On July 27, 2017 Salesforce announced the availability of an update to their customer service platform Service Cloud. According to Keith Pearce, VP Marketing,...

CustServ Solutions – Why Choose one Over the Other?

For a while now I am contemplating about why companies choose one custserv solution over another. After all the market is pretty crowded. Vendors...

Freshworks acquires Bot Startup Joe Hukum – A Snap Analysis from Down Under

A few days ago Freshworks announced the acquisition of startup Joe Hukum, making it its eighth acquisition. Joe Hukum builds a chatbot platform that...

Nimble News from Microsoft Inspire

MS Inspire, the annual Microsoft partner event, has just ended, wrapping up a flurry of news and announcements from Microsoft and its channel partners. Most...

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...

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