Thomas Wieberneit
The customer success movement
Customer success has become an interesting topic for software vendors and systems integrators, alike. I am thinking about this topic for a while now and now bring my thoughts to virtual paper after Jon Reed pinged me about it and after readin...
How to make Zoho a business’s operating system
During ZohoDay 2022, I had the chance to have a longer conversation with Adi Mula, founder and CEO of National Retail Solutions, NRS. If you do not want to read too much but prefer watching the edited interview, you can do so here. Simi...
How to “Zoho-matize” a business
During ZohoDay 2022, I had the chance to have a longer conversation with Elie Katz, founder and CEO of National Retail Solutions, NRS. if you do not want to read too much but prefer watching the edited interview, you can do so here. NRS...
Don’t mess with Zoho – A Zohoday 2022 recap
After spending two days in Austin, TX, attending the ZohoDay 2022, it is time for a little recap of this interesting event. We were 99 analysts and 24 customers and plenty of knowledgeable Zoho personnel. The incredible Sandra Lo and...
SAP reports its Q2 2022 – A snap Analysis
On July 21, 2022, SAP reported its numbers for the second quarter 2022 and the first half of the business year 2022. In contrast to the last times, I’d like to cover this in written form, as this one is quite interesting and probably takes a ...
How trust is the foundation of the data driven supply chain
In the course of the last year or three, I have written a few times about the supply chain and how it affects the customer experience, sometimes badly so. In my last article ‘the impact of the supply chain on the customer experience’, I explained…
How to create value with a CDP
These days, Customer Data Platforms, or in brief CDPs, are one of the most discussed topics in the CX industry. Last time I looked, the CDP Institute counted more than 150 CDPs of different flavors that target different business challenges. This rai...
How to measure the ROI of CX – A CXChangersTalk
These days, customer experience is one of the biggest topics. Many, if not most, vendors have restructured, reshaped, or just renamed their portfolios to reflect customer experience one way or the other. Customer experience is great, customer experienc...
The almighty Metaverse – its Rise and Fate
This is the third part of my return of the undead series. The first two parts dealt with identifying what components or building blocks a metaverse ecosystem needs to consist of. These components basically define how metaverse can work and serve as a m...
The impact of the supply chain on the customer experience
There are a couple of lessons that the pandemic taught us, apart from that there are different opinions about whether Bill Gates makes us all drones via the vaccines … The most important one is that there is a need to not only look at…
Zoho Creator – the next wave of collaborative no-code/low-code development
On March 3, 2022 Zoho released the new version of its Creator no-code/low-code platform. It offers a unified development platform to empower both IT teams and business users. The new release is targeted at building end-to-end so...
The Return of the Undead – Do they go B2B or B2C?
In the first part of this article, I explained why there is no metaverse (yet), although the idea is around for quite some years. Despite the current hype, it is just a re-emerging topic. Foundational technologies like VR are around since as long ...
Is Microsoft bringing the joy and community of gaming to everyone?
On January 18, 2022, Microsoft announced the intention to acquire Activision Blizzard with the vision of bringing the joy and community of gaming to everyone, for $95 per share, which equals a transaction value of $68.7 bn. This is a bit more...
A look beyond the hype – and some humble wishes
It is the end of 2021 and I do not have anything better in mind than writing a last post for the year. So let’s do it. There have been some terms that were used more than others with some of them actually being quite hyped.…
The Clash of Titans – The Great 2021 Players
The year 2021 comes to an end. More than three years have gone by since the last look at the Clash of Titans, an analysis of how the then big 4.5: Microsoft, Oracle, Salesforce, SAP, and Adobe – along with some other players, are shaping…
You are a platform player? How to not be doomed!
These days every significant software vendor and some others, too, is positioning itself as a CX- and/or a platform player. By now, it is well known, what it means to be a platform player, and this is also not the main topic of this post. Just…
How to walk a Fresh way towards CX and EX
On November 11, 2021 Freshworks held its annual Freshworks Refresh event. This year, the event had a hybrid format with around 250 customers, partners and analysts participating on site while around 17k people have registered for on...
How autonomous automation is the future
During the past weeks I had a couple of observations and conversations that lead me to thinking that sometimes software vendors underestimate the power that their machine learning based systems could have to improve the lives and experiences of employe...
Nimble Workflows for added value
I haven’t written about Nimble in a while. Probably a mistake, because there is always something interesting going on in the Nimble world. Already on October 19 2021, Nimble announced the availability of a workflow functionality that is targeted at ...
How SugarCRM is setting out to become a Titan
On November 2, 2021, SugarCRM held an analyst summit to share what is going on at the company and to get some candid feedback of the participants. As usual for this type of event, there is quite some information that is still under NDA, so…