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Thomas Wieberneit

Thomas Wieberneit

Thomas helps organisations of different industries and sizes to unlock their potential through digital transformation initiatives using a Think Big - Act Small approach. He is a long standing CRM practitioner, covering sales, marketing, service, collaboration, customer engagement and -experience. Coming from the technology side Thomas has the ability to translate business needs into technology solutions that add value. In his successful leadership positions and consulting engagements he has initiated, designed and implemented transformational change and delivered mission critical systems.
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What the heck is customer experience?

What the heck is customer experience, and who is responsible for it? These are two very good questions, for which I, myself, have some...

You are only as good as your customer remembers

As you know, I am very interested in how organizations are using business applications, which problems they do address, and how they review their...

The ABC of Zoho AI

During ZohoDay24, Zoho amongst other topics, gave some insight into how the company looks at AI. Raju Vegesna presented Zoho’s AI vision and progress. Additionally, I...

How to play the long game Zoho style

The news On February 7 and 8 2024, Zoho held its annual ZohoDay conference, along with a pre-conference get together and an optional visit to...

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...

How Zendesk moves the needle in customer service

The news On January 8, 2024, Zendesk announced the acquisition of Klaus, “the industry leading AI-powered quality management platform”. With AI driving a rapid increase in…

What’s gonna happen with generative AI and CX in 2024?

It is this time of the year. Everybody (and their dog), has some predictions for 2024. As you can guess, reading this, I am...

The Generative AI Game of Thrones – Is OpenAI toast?

The News This has been an exciting weekend for the generative AI industry. On Friday November 17, OpenAI announced that the company fired its figurehead CEO Sam...

Relevance, reliability, responsibility are key for AI – the SAP way

The News A lot is going on in the SAPverse during October and the early days of November 2023. First, SAP conducted its CXLive event with CX-related...

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...

How SAP plans to win the CX game

The News A lot is going on in the SAPverse during October and the early days of November 2023. First, SAP conducted its CXLive event with CX-related...

Dreamforce 2023 – How right does Salesforce get AI?

The News Dreamforce 2023 has started. It is the first post-Covid physical Dreamforce. The event has more than 40,000 participants from all over the world,…

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...

How a company matured with a little help of Zoho

Early May, technology vendor Zoho conducted its annual signature event Zoholics in Austin, TX. During this event, Marshall Lager and I had the opportunity to have a…

Value, not greed! How a business software vendor translates SMB success into the enterprise

Zoho is well known as a vendor for business applications geared towards SMBs. As many other companies do, Zoho wants to support the upper mid-market…

Zoho – How a technology company reimagines business software

On May 4, 2023, Zoho held its Zoholics conference in Austin, TX which included a media and analyst track in addition to the customer track.…

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 to make efficient use of generative AI

Generative AI is here to stay. It is not only a hype that probably gets worse before it gets better. And we clearly still are…

How an ISP uses Zoho One to improve outcomes

During the truly remarkable (pun definitely intended) TrulyZoho event I, of course had the chance to talk to some customers. One of these customers was…

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