Thomas Wieberneit

The Value of Focus in A Platform World

Smaller enterprise software vendors today operate in a world where their fortunes may rise and fall on their ability to integrate with one or more cloud computing platforms. In many cases, having a connector or API for multiple platforms is a great mea...

Salesforce in Acquistion Talks with Slack – Good News or not?

Today various media outlets broke the news that Salesforce is in advanced talks with Slack Technologies about a possible acquisition. The news had two effects: Slack stock went up nearly 40 per cent during trading hours while Salesforce stock loses out...

Fastcall drives cooperation of Salesforce users with Intercall and solves Covid challenge

Fastcall, a renowned developer of CTI solutions that are exclusively dedicated to Salesforce, recently announced the release of its Intercall solution. Intercall helps teams to communicate and interact internally from within Salesforce. The app allows ...

Freshworks officially cool now in the club of platform vendors

A few days ago, together with a group of fellow analysts, I was invited to attend the 2020 Freshworks analyst days that covered a lot of ground from corporate vision through strategy and of course, some announcements for the Freshworks Refresh 2020 Global Virtual...

SAP throws the CX Glove

It has been an intense 2 weeks. The CX or CRM or however you want to call it market got a serious makeover. After a long time without a tangible strategy, SAP announced a lot of things, starting with the intended acquisition of Emarsys, followed…

How Chatbots with Conversational AI Help Deliver a Great Service Experience

My last two articles of this column dealt with empowering sales, e-commerce and marketplaces and how to use them to increase business resilience by offering additional channels for customers. It is interesting (well, and a bit pleasing, too) to see that some of my...

SAP to acquire Emarsys in an aggressive move

On October 1st, 2020 SAP announced its intent to acquire Emarsys, a leader in the personalization area and omnichannel customer engagement management specialist. The transaction is expected to be completed in Q2/2020 and still subject to regulatory app...

SAP CX – A Deep Look into the Glass Ball

Earlier this year, a few days after attending SAP Sapphire reimagined, I asked Quo Vadis, SAP. At that time industry legend Bob Stutz led the CX group already for 8 months, with Esteban Kolsky being his chief of strategy. At this event there was hardly...

Why TikTok is a fit for Microsoft, Walmart and Oracle

Will ByteDance be able to sell some of its non-Chinese TikTok business or not? TikTok, the app that is all the rage with millenials who post thirty second movie clips and seem to have tremendous fun with it. And which got valued at more than…

Zoho Workplace – David has swung his sling

The News On September 10, 2020 Zoho announced Zoho Workplace, a new cloud based product bundle that is targeted at making a workforce more effective and efficient by bundling collaboration, productivity, and communication tools into one integrated set....

SugarCRM supercharges its AI by acquiring Node.io

The News On Monday, August 24th, 2020 SugarCRM announced the acquisition of node.io. I had the pleasure to get pre-briefed by Craig Charlton, CEO SugarCRM and Rich Green, Chief Product Officer and CTO SugarCRM about this topic. Node was founded in 2014...

How Marketplaces Can Help You Stay Nimble and Resilient in Times of Crisis

I hoped that, by now, we would see different news than just Corona related ones. But it sincerely ain’t gonna happen anytime soon. So, let’s continue with more learnings and consequences that we can put in action to make our businesses more resilient by becoming...

Intercom takes on Zendesk

The News Intercom is a conversational relationship platform that helps businesses build better customer relationships through personalized, messenger based experiences. It’s the only platform that delivers conversational experiences across the customer...

New Relic invents APM – again

The News On July 30, New Relic announced the delivery of its new Observability Platform, New Relic One. The platform has been redeveloped (‘reimagined’) to be more simple and integrated while retaining the power it already offered. New Relic One offers...

SAP takes Qualtrics public – Surprise, Surprise

The News On July 26, 2020, not two years after announcing the acquisition of Qualtrics, SAP announced its intent to take Qualtrics public. The timeline is yet to be communicated. What the press release basically says is that SAP’s cloud growth, includi...

Salesforce Q1 FY21 Numbers – Quite Good, eh?

The news It is reporting season – and I am actually already somewhat late to have a look at Salesforce’s Q1 figures of fiscal year 20/21 and to think about some implications. The earnings presentation makes for an interesting overview, more details are...

Quo Vadis SAP?

For quite some time the SAP CX community asks itself where SAP is going, or more precisely, which direction its Customer Experience portfolio is taking. This is a worrisome question, particularly as the larger CRM market is estimated to be the biggest ...

How to Digitalize Sales

Stores, offices, and showrooms were closed. Fairs and trade shows got canceled. Customers were not able to come. The salesforce needed to stay in their home office and was barely able to stay in touch with customers. The ability to sell diminished and sales figures...

Customer Experience in Times of Crisis

Many analysts, including myself, have repeatedly written about us having entered a new normal, which is enforced by a so-called green swan event – an event that according to BIS is “extremely [financially] disruptive and that could be behind a systemic...

Corona is over! And now? Trust, agility, and relevance are key

Let’s fast forward about 6 months and Imagine that the Corona crisis is over. Well, not really over, but being on a way of economic and especially psychologic recovery. There will be (yet another) new normal, a new equilibrium of life, personal as well...

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