Thomas Wieberneit: At the Intersection of AI and CX
GenAI Language Models: Scope and Typical Use Cases
After writing a good number of times about how to responsibly use AI, especially generative AI and how to find the first use cases...
GenAI: What’s Trust Gotta Do with It?
In 1984 the Queen of Rock, Tina Turner, recorded What's Love Got to Do with It for her album Private Dancer. As you can...
Strategic Opportunities to Create High Business Value with Generative AI
So far, I have dealt with how to safely and securely implement and leverage AI -- in particular generative AI -- technology. So, there...
If AI Can’t be Trusted, Efficacy and Efficiency Won’t Matter
Well, this turns out to become a column about how to leverage the value that generative AI can deliver while avoiding the perils that...
Using Generative AI Safely: Why You Need an AI Security Layer
In my last column article Generative AI: What's Next and How to Get the Payoff, I concluded with a recommendation and decision tree for...
Generative AI: What’s Next and How to Get the Payoff
Do you know what is the application with the fastest-growing user base ever?
Hint: it is not TikTok. This social media phenomenon was relegated to...
How Business Leaders Can Leverage Generative AI in Customer and Employee Experience
The AI playground has evolved a lot throughout the past year. Conversational AI has made huge inroads. We have seen an increasing number of...
Business Apps Reloaded: Implications for Executives, Vendors, and Implementation Partners
The times of business applications as we know them are over.
Up until now most applications are more or less monolithic in their logic layer....
Conversational Commerce: Stand Out from the Competition by Improving the Customer Journey
We are seeing an increasing willingness of consumers, but also B2B buyers, to interact with companies using chats or even voice interfaces. This can...
Low Code / No Code: How to Get the Value, Avoid the Pitfalls
Apart from a lot of other CX-related topics like e.g. customer data platforms, customer journey orchestration, configure, price, quote, artificial intelligence, machine learning, robotic...
How to Do Customer Journey Orchestration Right
A while ago I wrote a piece in which I asked to not manage the customers’ journeys for them but to instead embrace the...
You Need Engagement, Not Necessarily a Customer Data Platform (CDP)
In my recent article about why you do not want a 360-degree view on your customer I laid out what you really want. This...
How Chatbots with Conversational AI Help Deliver a Great Service Experience
My last two articles of this column dealt with empowering sales, e-commerce and marketplaces and how to use them to increase business resilience by...
How Marketplaces Can Help You Stay Nimble and Resilient in Times of Crisis
I hoped that, by now, we would see different news than just Corona related ones. But it sincerely ain’t gonna happen anytime soon.
So, let’s...
How to Digitalize Sales
Stores, offices, and showrooms were closed. Fairs and trade shows got canceled. Customers were not able to come. The salesforce needed to stay in...
Five Ways to Be More Agile in Customer Experience
You might already be sick of the topic, but of course this post is influenced by COVID-19. Businesses have been unprepared, and I ask...
Sales Reps (Still) Hate CRM. Here’s What to Do About That
Salespeople really love to feed data into their CRM system after a long day, or even during the weekend. They are truly looking forward...
Customer Service Done Right, With a Little Help From Your Bot
In the past weeks two independently interesting things happened. Early September, as a member of the valantic team, I attended the German SAP User...
Use the 7S Model for a Successful AI Transformation
Being a CRM consultant working with many organizations it is hard to not see AI as a topic that is thought about. Does it...
Field Service in the Age of AI
How often is it that a call to a service hotline ends up with the need to have a service technician come to your...