Thomas Wieberneit

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...

Apple Pay holds Banks in Stranglehold! Really? Poor Banks

In the past days two interesting articles around banks and banking innovation found their ways into my browser. One by [email protected] on “How Banks...

Marketing owns the Customer Data! Does it?

The customer, the elusive entity that every business is about – or at least should be about. The customer gets targeted, marketed to, sold to,...

A Love Affair – Nimble Smart Contacts for Outlook

Social Selling pioneer Nimble has an awesome start into 2017. First it got number 1 in CRM satisfaction by G2Crowd earlier in January, then...

Customers dump Businesses for poor Service? Yeah, Right!

Good customer service, customer experience and customer experience management are all about technology and its right use. This is what many of the articles...

Another Strong Year for SAP

On January 24, 2017 SAP released its results of their fiscal year 2016 – and the fourth quarter thereof. In a nutshell SAP: Delivered to its...

AI and Bots will kill our Future – Or Not

After the Hype 2016 has been the year of bots, AI, and automation the beginning of 2017 seems to be the time of looking at...

Why AI, Machine Learning, and Bots? Better Experiences.

In the year 2016 bots, AI, and machine learning seemed to be all the rage, with all...

Ocean Medallion – Which Customer Problem Does it Solve?

A few years ago Disney embarked on a massive customer experience journey that included the introduction of a ‘Magic Band’. Disney at that time...

IoT becomes Outcome Orientated with SAP Leonardo – Finally

On January 10, 2017, SAP announced a bundling of their IoT portfolio of initiatives to focus on business outcomes instead of technology while combining...

AI and Machinelearning in 2017 – What to Expect

2016 has been the year of Artificial Intelligence and machinelearning. With the year being almost at an end, let me chime in to the...

New Posts