Thomas Wieberneit: Artificial Intelligence Trends and Applications

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 Group (DSAG) annual congress. As you can imagine, this event is about all things SAP users like and also those...

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 help? Where is the biggest impact? How to start? What skills do I need? These are only some of the...

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 place? Something like, for example, your washing machine does not work but shows an error code, so you start your...

To Fix Customer Service, Solve 3 Challenges to Improve the Agent Experience

This is evident in our everyday experience. Whether we are waiting in a telephone queue, or do not get a meaningful answer to an inquiry or are even brushed off with funny answers relating to GDPR. Who of us didn’t hear the line "Due...

There’s a Bot in the Future of CxM

Modern customer relationship management, if I may use this ancient term, is undergoing significant change. It is a change towards achieving customer outcomes. But then, whether we call it Customer Relationship Management, Customer Engagement Management, or Customer Experience Management does hardly matter. What does...

AI 2019 – A View Into the Glass Bowl

It is hard to believe, but the year 2018 is already coming to an end. It has been an exciting, yet incredibly busy year for me personally, as you might have realized by my decreased frequency of posting. First things first! Still, I would like…

Are AI-Powered Chatbots Ready for Mainstream Adoption?

Blockchain, hyped as the technology is at the moment, has not only quite some potential but has matured considerably over the past months. Still, after having critically looked at some promising use cases of blockchain throughout the last articles of this column, it is time...

How Blockchain Can Fix Advertising

The biggest asset an organization can work with is trust. Trust in a brand and its messaging, aka marketing, is what makes marketing successful and credible. At the same time, people say that there are three types of lies: Lies, damned lies, and marketing. Trust…

Blockchain and AI — Power Unleashed

Two of the biggest and most discussed topics in the past couple of years or so have been Bitcoin and artificial intelligence with machine learning. Bitcoin obviously had a real peak around the beginning of 2018. Just have a look at Google Trends. No surprise...

How to use Technology Drivers to Create Engagements that are Successful and Stick

Will we see immersive advertisements like they are in all plasticity shown in the 2002 movie Minority report (yeah, it is that old)? Will our social media status be used for ‘appropriate’ customer engagement like in the Black Mirror episode Nosedive? How will customer engagement...

Get Ready for the Rise of Voice Commerce

“Alexa, order me a package of washing detergent from my supermarket.” “Hey, Google, what are the must see spots near Kaikoura? Is there a whale watching tour next week Friday?” “Please book places for my wife and me for the 2 pm tour.” “Siri, who…

Top AI Developments and Priorities in 2018

2017 is coming to an end. That makes this the perfect time to do two things. To say a big thank you to you, my readers. I am grateful that you find my articles interesting enough to read them – and to thoughtfully comment on...

Use AI for “Dirty Jobs” and Be Employees’ BFF

There are plenty of tasks in a company that are simple and repetitive, or in the words of Vinnie Mirchandani, dull, dangerous, and dirty. These tasks still need to get done although hardly anyone wants to do them. Often they are actually not done...

To Avoid Bot Failure, Solve These Technology and Human Challenges

After becoming increasingly popular in 2015 and 2016, this year has truly become the year of the bot. Countless businesses have embraced bot technologies, built applications supported by bots, deployed bots for varying purposes. There are bots “doing” marketing, sales, customer service, bots that connect...

How AI Can Mend the Marketing-Sales Gap

It is almost an urban myth that sales and marketing are facing difficulties in cooperation. VP of Sales: “I do not get any relevant lead from marketing! My sales team and...

Intelligent Field Service: The Future is Now

It is the day after a pleasant dinner evening with friends. As usual there are quite a few dishes to wash. Just that your high-end dishwasher refuses to start up. You call the service...

The Salesman’s Resurrection by AI

The B2B salesperson is dead. Or so it is said. There are scores of studies telling us that most of a customer’s buying process is already accomplished before a salesperson is...

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 for a customer being given to a call center agent only after the opportunity to provide this...

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 past months I have given some examples of how business areas can use AI to improve their...

ECommerce is Dead. Long Live iCommerce!

Over the past two decades or so eCommerce has undergone a major change. The speed of this change has been, and continues to be, amazing. A Short History The world wide...

New Posts