Thomas Wieberneit

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...

Why the Phone is Dead – And How to Accommodate for It

As our (digital) lives circle more and more around mobility, and consequently the mobile phone, the questions around communication-, and in particular around service-...

Kustomer – A New Kid on the Customer Service Block

Sparked by an article by Bob Thompson, titled You had me at “Treat Customers as People” about Kustomer, a new kid on the customer...

Forrester Wave CRM Suites for Mid-Sized Businesses – What it Means

Finally, the much-anticipated Forrester Wave on CRM Suites for Mid-Sized Businesses Q4/2016 has been published by Kate Leggett and her team at Forrester Research. Besides...

It is the Customer’s Way – Or No Way!

Today’s customer is impatient. They want – and have the right to – get answers to their questions and concerns about a company’s products and...

SAP HANA 2 – Revolution or Evolution?

Yesterday SAP announced SAP HANA 2, an updated and improved version of its flagship product SAP HANA, and new SAP HANA microservices through SAP...

Omnichannel – Myth, Reality or Utopia?

Omnichannel – is it a Myth, Reality or Utopia? Over the past 20 or so years the way products and services get sold and customer...

Customer Experience – It is all in the Data. Really?

A while after my earlier discussion with Abinash Tripathy from Helpshift about the value for customer experience of bots in customer support he contacted...

Clash of Titans – SAP, Oracle, Microsoft, Oracle Quo Vadis?

Following all those announcements of AI, machine learning, IoT, IaaS, PaaS and what not over the past months, I was beginning to wonder where...

How to move SAP and Customers Beyond CRM

After my SAP CRM State of the Nation and Light at the End of the Tunnel articles of earlier this year it is time...

Is a Twitter Acquisition Pending? A Snap Analysis

Back in June most of us got surprised by the news that Microsoft has acquired LinkedIn. Neither of us deemed this a bad move...

Intelligent Home Automation – Smart, isn’t It?

Amazon’s Alexa will now talk to GE’s connected appliances in a smart home push is the headline on Techrepublic that got me thinking today....

The Secret Sauce for Companies Lies in Distinguishing Themselves Where It Matters

Note: The below is an interview by Natalie Khomyk covering some nuts and bolts of CRM and digital transformation. It was originally published by Data2CRM on...

Putting the Cart in front of the Horse – Chatbots in Support

My recent rant on chatbots having the potential to kill user experience got some nice reactions. It brought me into some interesting discussions on...

Customer Experience Management and Customer Expectations

In the past weeks I found more and more articles like  this one that talk about the importance of continually exceeding customer expectations to...

A banking tale of mystery and imagination

After some investigation into SME CRM Nimble and Freshsales and travel management software traform today is the day of a reflection on customer orientation...

Fresh wind in the SME CRM Market with Freshsales?

It appears to be demo week for me. After Jon Ferrara gave me a deep dive into the leading social sales application Nimble and...

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