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.
Over the past two decades or so eCommerce has undergone a major change. The speed of this...
Today’s customer service requirements are getting ever more complicated for businesses. Customers encountering problems increasingly rely on self-help. Customers may start looking for solutions...
A few weeks ago Domino’s Pizza announced that they introduced conversational AI capabilities in their ordering process to enhance the customer experience. DRU Assist,...
Today, customers are communicating with businesses on a variety of channels. One customer calls in, inquiring about the status of an online order. Another...
In his recent very readable article ‘iCXM Comes of Age – Using AI to Know, Engage, and Server Your Customers Better’, CustomerThink.com founder and...
Over the past two to three decades marketing changed considerably. Gone are the times where a potential...
On Mach 8, 2017, SAP and Google announced another marriage in the cloud during Google’s Cloud Next event: SAP HANA is certified on Google’s...
This week Salesforce and IBM announced a global strategic partnership to deliver joint, AI based solutions based upon Salesforce Einstein and IBM Watson, their...
2016 has been predicted to be the year of conversational commerce, and I’d say that this prediction largely held true. Conversational interfaces have become...
These days, customer experiences increasingly need to be delivered with the help of technology. This does not mean that direct interactions and people are...
Trust is eroding. Not only in governments and media as we could clearly observe but also in independent organizations like NGOs and businesses. And in...
Last week Gartner published the updated version of its Magic Quadrant for Business Intelligence and Analytics Platforms, and I need to say that there...
Today’s customers are impatient. They want to -- and have the right to -- get answers to...
In the past days two interesting articles around banks and banking innovation found their ways into my browser. One by Knowledge@Wharton on “How Banks...
The customer, the elusive entity that every business is about – or at least should be about. The customer gets targeted, marketed to, sold to,...
Social Selling pioneer Nimble has an awesome start into 2017. First it got number 1 in CRM satisfaction by G2Crowd earlier in January, then...
Good customer service, customer experience and customer experience management are all about technology and its right use. This is what many of the articles...
On January 24, 2017 SAP released its results of their fiscal year 2016 – and the fourth quarter thereof. In a nutshell SAP: Delivered to…
After the Hype 2016 has been the year of bots, AI, and automation the beginning of 2017 seems to be the time of looking at...
In the year 2016 bots, AI, and machine learning seemed to be all the rage, with all...
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