Thomas Wieberneit

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...

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...

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