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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.

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…

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…

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…

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…

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 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…

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…

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…

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…

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…

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…

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…

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…

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…

Business Apps Reloaded: Implications for Executives, Vendors, and Implementation Partners

The times of business applications as we know them are over. Up until now most applications are more or less monolithic in their logic layer....

Zoho One – The Operating System for Business

Zoho is a privately-owned technology company that was founded in 1996 as Adventnet, Inc. and has quietly evolved into an ambitious global player that serves the…

With Oracle Fusion Marketing into the Future of CRM?

On September 20, 2021 Oracle announced during an Oracle Live event named “The future of CRM” Oracle Fusion Marketing, which is not the same as Oracle Marketing. According…

Conversational Commerce: Stand Out from the Competition by Improving the Customer Journey

We are seeing an increasing willingness of consumers, but also B2B buyers, to interact with companies using chats or even voice interfaces. This can...

How to orchestrate customer journeys in real time at scale

Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every…

Together, Zoom and Five9 shape a new market

On July 18, 2021, Zoom Video Communications, Inc. announced the acquisition of Five9, Inc. in an all-shares transaction. The transaction values Five9 at around $14.7…

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