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.
How to make efficient use of generative AI
Generative AI is here to stay. It is not only a hype that probably gets worse before it gets better. And we clearly still are…
How an ISP uses Zoho One to improve outcomes
During the truly remarkable (pun definitely intended) TrulyZoho event I, of course had the chance to talk to some customers. One of these customers was…
How vendors help generating value with generative AI
The hype around generative AI, in particular ChatGPT is still at a fever pitch. It created thousands of start-ups and at the moment attracts lots…
Truly Zoho – how doing right and capitalism coincide
The past 9 months have seen quite a rollercoaster in the tech industry. We have seen staggering profits, we continue to see stock buybacks, we…
How Business Leaders Can Leverage Generative AI in Customer and Employee Experience
The AI playground has evolved a lot throughout the past year. Conversational AI has made huge inroads. We have seen an increasing number of...
Beyond the hype – How to use chatGPT to create value
Now, that we are in the middle of – or hopefully closer to the end of – a general hype that was caused by Open…
How to tie CX to business success in three simple steps
In 2022, the Forrester CX Index dropped for the first time in years, with nearly twenty percent of US brands seeing a drop in customer experience. Towards…
Social media is dead – long live social media
Rest in peace, Social Media! Yes, I know, you have been pronounced dead numerous times already, and that as early as 2011 by the Sillicon…
Three CX predictions and how to get some value from them
At the end of a year and the beginning of the following year all kinds of research organizations and pundits make their predictions. So could…
How to improve CX in times of a downturn
Finally, it happened. We lived in our blissful world of an abundance of money that fuelled the illusion of eternal and unlimited growth. The stock…
CRM, CX and Customer Engagement – three humble wishes to better the industry
The CRM Playaz asked me about my take on CRM for 2023. Of course, I happily supplied an answer … So, here we are. CRM in terms...
a great human – bot conversation with lots to learn
Inspired by a recent panel discussion as part of the In the Hot Seat podcast that I am involved in, I opened a chat with…
How to create winning industry solutions
One of the terms du jour is „industry cloud“. We hear it even more often than even platform or CX at this time. Why is…
How to make customers for life
On November 10, 2022, SugarCRM held its annual analyst day in the beautiful Chaminade resort in Santa Cruz. In attendance was an elusive crowd of…
How Zendesk Intelligent Triage steps up the customer service game
The News On September 14, 2022, Zendesk announced the release of its new customer sentiment and intent functionality: Intelligent Triage and Smart Assist. These new…
UX and CRM – How to make them a match
When talking about CRM systems, people – especially managers – mostly think about functions, features, and control. How can a process be supported and managed?…
How to engage for customer experience and success
It is time for a stake in the ground again. Of late, every vendor who used to play in the CRM arena positions itself as…
How (and why) a marine consultancy made Zoho core of their business
During ZohoDay 2022, I had the chance to have a longer conversation with Graham Dallas, business development manager of the ABL Group. Graham was responsible…
The customer success movement
Customer success has become an interesting topic for software vendors and systems integrators, alike. I am thinking about this topic for a while now and…
How to make Zoho a business’s operating system
During ZohoDay 2022, I had the chance to have a longer conversation with Adi Mula, founder and CEO of National Retail Solutions, NRS. If you do…