Thomas Wieberneit

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...

CXM! What the Heck is That?

In his recent very readable article ‘iCXM Comes of Age – Using AI to Know, Engage, and Server Your Customers Better’, CustomerThink.com founder and...

Turning Data to Conversations: Intelligent Marketing

Over the past two to three decades marketing changed considerably. Gone are the times where a potential...

Google and SAP – A Marriage in the Clouds

On Mach 8, 2017, SAP and Google announced another marriage in the cloud during Google’s Cloud Next event: SAP HANA is certified on Google’s...

Watson meets Einstein – Elementary, my Dear Holmes

This week Salesforce and IBM announced a global strategic partnership to deliver joint, AI based solutions based upon Salesforce Einstein and IBM Watson, their...

Customer Service beyond the Chatbot Hype

2016 has been predicted to be the year of conversational commerce, and I’d say that this prediction largely held true. Conversational interfaces have become...

Mass Distraction – The Case for a Consolidated Marketing Platform

These days, customer experiences increasingly need to be delivered with the help of technology. This does not mean that direct interactions and people are...

Trust in Crisis – Customer Experience is the Way Out

Trust is eroding. Not only in governments and media as we could clearly observe but also in independent organizations like NGOs and businesses. And in...

Gartner MQ BI and Analytics Platforms – Lots of Movement

Last week Gartner published the updated version of its Magic Quadrant for Business Intelligence and Analytics Platforms, and I need to say that there...

The Bots are Coming! Will They Save Customer Service?

Today’s customers are impatient. They want to -- and have the right to -- get answers to...

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