Thomas Wieberneit

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...

Tenacity – Improving Customer Experience by bettering Employee Experience

Following some of my posts on AI in customer service environments I got contacted by Daniel Doctor from Tenacity who invited me for a...

ECommerce is Dead. Long Live iCommerce!

Over the past two decades or so eCommerce has undergone a major change. The speed of this...

Content Management Systems – The Secret of Great CustServ

Today’s customer service requirements are getting ever more complicated for businesses. Customers encountering problems increasingly rely on self-help. Customers may start looking for solutions...

DRU Assist – A Customer Experience

A few weeks ago Domino’s Pizza announced that they introduced conversational AI capabilities in their ordering process to enhance the customer experience. DRU Assist,...

Customer Service – Hell or Heaven?

Today, customers are communicating with businesses on a variety of channels. One customer calls in, inquiring about the status of an online order. Another...

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