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.
Beyond GDPR: Is MyTerms the New Standard for Enforceable Personal Data Agreements?
The news IEE just released standard 7012-2025 for machine readable personal privacy terms, nicknamed MyTerms. MyTerms covers interactions and agreements between individuals and service providers...
2026: The Year AI Gets Real, and Workflow Orchestration Takes Center Stage
Do you want a single vendor take care of your main applications and the orchestration of all applications?
Flipping the math: How AI changes Build vs. Buy
For the longest time, companies have been trapped by enterprise software vendors. First by shrink-wrapped software packages. Then by SaaS offerings. Both situations led to…
Is RevOps the New CRM?
The Lost Strategy: What CRM Was Supposed to Be CRM at its very origin, was a strategy. With the advent of systems that support the...
Zoho One: Did 75,000 Customers Find the Sweet Spot?
Zoho aspires to deliver the operating system for businesses with the goal of driving customers’ margins by unifying business operations on one single technology...
The Great GenAI Divide: Debunking the Myth of 95% Failure
Is GenAI really a 1-in-20 lottery ticket or is it rather a core business function?
Wheels Up, CX Down? Decoding the Suitcase-Customer Experience Connection
Given this title, you probably wonder what the relationship between a suitcase and customer experience could be. Well, I don’t know, too, and this story...
SAP Connect 2025: Unpacking CX, AI, and Does Cinderella Finally Get to Dance?
Before immersing myself into SAP Connect 2025, I had a number of questions that I would like to get answered during the event. These included the ones...
CPQ, Meet Price Optimization: Your Revenue Lifecycle Just Got Serious
The news On October 1, 2025, Conga announced its intent to acquire the B2B business of PROS, following PRO’s acquisition by Thomas Bravo. At the same time,...
Agentic AI: How to Avoid the Trough of Disillusionment
Has agentic AI finally passed the peak of inflated expectations and is dropping into the trough of disillusionment? Looking at the stock market, it clearly…
AI Agents: Finally, a Digital Assistant That Doesn’t Just Sound Smart?
So, the time of agentic AI has come? What does this mean? Not for businesses, but for business users. These days, the main tool in...
Beyond the Call Center: Unifying CX, One Definition at a Time (Finally!)
Beginning of September 2025, the CRM Magazine published its 2025 CRM Industry Leader Awards on Destination CRM. This year, the awards nominate five outstanding companies...
The great CCaaS Meltdown: What It Means for Customers and CX
The past weeks showed quite some interesting activity on the mergers and acquisitions and the partnership frontiers. NiCE acquired the German conversational AI rock star Cognigy for $955M...
Beyond the Hype: Unlocking GenAI ROI in the Enterprise
My past two column articles on CustomerThink dealt with how to determine the return of agentic investments and whether agentic AI delivers at all. The...
Beyond the Box: How Moving Companies Fail at Customer Experience
The other day, I got robbed. Not literally, but figuratively. Now, you might wonder what this has to do with the main theme of this…
Microsoft Layoffs: Profits, CEOs, and a Culture of Fear?
This will be a rant, but a rant with roots in the belief that employee experience fosters customer experience. As it should be well-known by...
Studies Uncover Challenges in Agentic AI Delivering Business Value
All you need to improve your business operations is agentic AI. Or so they say these days. Just that it isn't true. As usual, business...
Zoho goes all in with AI – bold or inevitable?
The news On July 17, 2025 Zoho launched Zia LLM and deepened its AI portfolio with agents, an agent builder, MCP support and an agent marketplace. Key…
Creatio goes agentic but adds an interesting twist
The news On June 25, Creatio announced the launch of version 8.3 of its platform, dubbed as the “Twin release”. The release features new prebuilt role-based AI agents, a...
Agentforce 3 – finally ready for the enterprise?
The news On June 23, 2025, Salesforce announced Agentforce 3, the third iteration of its Agentforce platform. Agentforce 3 is a major upgrade to Salesforce’s digital...