Thomas Wieberneit: Artificial Intelligence Trends and Applications

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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....

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,...

How AI Can Mend the Marketing-Sales Gap

It is almost an urban myth that sales and marketing are facing difficulties in cooperation. ...

Intelligent Field Service: The Future is Now

It is the day after a pleasant dinner evening with friends. As usual there are quite a...

The Salesman’s Resurrection by AI

The B2B salesperson is dead. Or so it is said. There are scores of...

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...

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...

ECommerce is Dead. Long Live iCommerce!

Over the past two decades or so eCommerce has undergone a major change. The speed of this...

Turning Data to Conversations: Intelligent Marketing

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

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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