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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.

Gartner MQ BI and Analytics Platforms – Lots of Movement

Last week Gartner published the updated version of its Magic Quadrant for Business Intelligence and Analytics Platforms, and I need to say that there...

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...

Apple Pay holds Banks in Stranglehold! Really? Poor Banks

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...

Marketing owns the Customer Data! Does it?

The customer, the elusive entity that every business is about – or at least should be about. The customer gets targeted, marketed to, sold to,...

A Love Affair – Nimble Smart Contacts for Outlook

Social Selling pioneer Nimble has an awesome start into 2017. First it got number 1 in CRM satisfaction by G2Crowd earlier in January, then...

Customers dump Businesses for poor Service? Yeah, Right!

Good customer service, customer experience and customer experience management are all about technology and its right use. This is what many of the articles...

Another Strong Year for SAP

On January 24, 2017 SAP released its results of their fiscal year 2016 – and the fourth quarter thereof. In a nutshell SAP: Delivered to…

AI and Bots will kill our Future – Or Not

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...

Why AI, Machine Learning, and Bots? Better Experiences.

In the year 2016 bots, AI, and machine learning seemed to be all the rage, with all...

Ocean Medallion – Which Customer Problem Does it Solve?

A few years ago Disney embarked on a massive customer experience journey that included the introduction of a ‘Magic Band’. Disney at that time...

IoT becomes Outcome Orientated with SAP Leonardo – Finally

On January 10, 2017, SAP announced a bundling of their IoT portfolio of initiatives to focus on business outcomes instead of technology while combining...

AI and Machinelearning in 2017 – What to Expect

2016 has been the year of Artificial Intelligence and machinelearning. With the year being almost at an end, let me chime in to the...

Why the Phone is Dead – And How to Accommodate for It

As our (digital) lives circle more and more around mobility, and consequently the mobile phone, the questions around communication-, and in particular around service-...

Kustomer – A New Kid on the Customer Service Block

Sparked by an article by Bob Thompson, titled You had me at “Treat Customers as People” about Kustomer, a new kid on the customer...

Forrester Wave CRM Suites for Mid-Sized Businesses – What it Means

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...

It is the Customer’s Way – Or No Way!

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...

SAP HANA 2 – Revolution or Evolution?

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 – Myth, Reality or Utopia?

Omnichannel – is it a Myth, Reality or Utopia? Over the past 20 or so years the way products and services get sold and customer...

Customer Experience – It is all in the Data. Really?

A while after my earlier discussion with Abinash Tripathy from Helpshift about the value for customer experience of bots in customer support he contacted...

Clash of Titans – SAP, Oracle, Microsoft, Oracle Quo Vadis?

Following all those announcements of AI, machine learning, IoT, IaaS, PaaS and what not over the past months, I was beginning to wonder where...

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