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.
A few years ago Disney embarked on a massive customer experience journey that included the introduction of a ‘Magic Band’. Disney at that time...
On January 10, 2017, SAP announced a bundling of their IoT portfolio of initiatives to focus on business outcomes instead of technology while combining...
2016 has been the year of Artificial Intelligence and machinelearning. With the year being almost at an end, let me chime in to the...
As our (digital) lives circle more and more around mobility, and consequently the mobile phone, the questions around communication-, and in particular around service-...
Sparked by an article by Bob Thompson, titled You had me at “Treat Customers as People” about Kustomer, a new kid on the customer...
Finally, the much-anticipated Forrester Wave on CRM Suites for Mid-Sized Businesses Q4/2016 has been published by Kate Leggett and her team at Forrester Research. Besides...
Today’s customer is impatient. They want – and have the right to – get answers to their questions and concerns about a company’s products and...
Yesterday SAP announced SAP HANA 2, an updated and improved version of its flagship product SAP HANA, and new SAP HANA microservices through SAP...
Omnichannel – is it a Myth, Reality or Utopia? Over the past 20 or so years the way products and services get sold and customer...
A while after my earlier discussion with Abinash Tripathy from Helpshift about the value for customer experience of bots in customer support he contacted...
Following all those announcements of AI, machine learning, IoT, IaaS, PaaS and what not over the past months, I was beginning to wonder where...
After my SAP CRM State of the Nation and Light at the End of the Tunnel articles of earlier this year it is time...
Back in June most of us got surprised by the news that Microsoft has acquired LinkedIn. Neither of us deemed this a bad move...
Amazon’s Alexa will now talk to GE’s connected appliances in a smart home push is the headline on Techrepublic that got me thinking today....
Note: The below is an interview by Natalie Khomyk covering some nuts and bolts of CRM and digital transformation. It was originally published by Data2CRM on...
My recent rant on chatbots having the potential to kill user experience got some nice reactions. It brought me into some interesting discussions on...
In the past weeks I found more and more articles like this one that talk about the importance of continually exceeding customer expectations to...
After some investigation into SME CRM Nimble and Freshsales and travel management software traform today is the day of a reflection on customer orientation...
It appears to be demo week for me. After Jon Ferrara gave me a deep dive into the leading social sales application Nimble and...
After a long while I had the pleasure of chatting with Jon Ferrara again for some time, covering things CRM and, of course, Nimble....