Thomas Wieberneit

SAP CRM and SAP JAM – Good News from CRM evolution

During CRM Evolution 2017 I had the chance of talking with Volker Hildebrand and Anthony Leaper from SAP. Volker is SAP’s Global Vice President SAP Hybris and Anthony is Senior Vice President and Sales GM – Enterprise Social Software at SAP. Topics that we covered were...

CRM evolution 2017 – Customer Experience via AI

Just on may way back from CRM evolution 2017 it is time for a little recap. The conference, once more chaired by CRM Grandmaster Paul Greenberg, was again co-located with sister conferences Customer Service Experience and Speechtek. Why there is a separate – and...

The Opposite of United. Customer Experience … Delivered

I just had the pleasure of getting a few family days in the Club Med Bali resort and, being me, working and writing about customer engagement and customer experience, somehow cannot not observe. On top of this, Chef de Village Jeremie Gonzalez and his 280-strong...

Mobile In-App Support – A brief Overview

In a mobile world, where the smartphone has become the command center of our lives support needs to be offered from directly inside the app, using in-app messaging. This way the advantages of being able to send relevant contextual information about the state of...

Tenacity – Improving Customer Experience by bettering Employee Experience

Following some of my posts on AI in customer service environments I got contacted by Daniel Doctor from Tenacity who invited me for a chat with Ron Davis, the founder and CEO of the company. Which I had. And it was an interesting conversation. In…

ECommerce is Dead. Long Live iCommerce!

Over the past two decades or so eCommerce has undergone a major change. The speed of this change has been, and continues to be, amazing. A Short History The world wide...

Content Management Systems – The Secret of Great CustServ

Today’s customer service requirements are getting ever more complicated for businesses. Customers encountering problems increasingly rely on self-help. Customers may start looking for solutions by searching on Google, on community sites, or inside a mobile app. A logical starting point depends on the device...

DRU Assist – A Customer Experience

A few weeks ago Domino’s Pizza announced that they introduced conversational AI capabilities in their ordering process to enhance the customer experience. DRU Assist, a Virtual Assistant that is powered by Nuance Technology’s Nina Intelligent Virtual Assistant technology. Of course that caught my interest, looking...

Customer Service – Hell or Heaven?

Today, customers are communicating with businesses on a variety of channels. One customer calls in, inquiring about the status of an online order. Another sends an email. A third customer may ask for service in-store. If a mobile app is not meeting the customer’s expectation,...

CXM! What the Heck is That?

In his recent very readable article ‘iCXM Comes of Age – Using AI to Know, Engage, and Server Your Customers Better’, CustomerThink.com founder and chief editor Bob Thompson explored how Artificial Intelligence can improve Customer Experience Management – and with extending CXM to iCXM...

Turning Data to Conversations: Intelligent Marketing

Over the past two to three decades marketing changed considerably. Gone are the times where a potential customer was addressed via a radio or TV spot, or an ad printed in a newspaper,...

Google and SAP – A Marriage in the Clouds

On Mach 8, 2017, SAP and Google announced another marriage in the cloud during Google’s Cloud Next event: SAP HANA is certified on Google’s Cloud Platform GCP, and is generally available now. SAP Cloud Platform and more products and solutions are to follow. The Google...

Watson meets Einstein – Elementary, my Dear Holmes

This week Salesforce and IBM announced a global strategic partnership to deliver joint, AI based solutions based upon Salesforce Einstein and IBM Watson, their respective AI platforms. The upcoming solutions will be designed to “deliver everage artificial intelligence and enable companies to make smarter...

Customer Service beyond the Chatbot Hype

2016 has been predicted to be the year of conversational commerce, and I’d say that this prediction largely held true. Conversational interfaces have become more and more mainstream, and their support by AI and bots has become all the rage. While people more and...

Mass Distraction – The Case for a Consolidated Marketing Platform

These days, customer experiences increasingly need to be delivered with the help of technology. This does not mean that direct interactions and people are no more important in marketing, sales, or service; on the contrary, but that an increasing number of customers is using...

Trust in Crisis – Customer Experience is the Way Out

Trust is eroding. Not only in governments and media as we could clearly observe but also in independent organizations like NGOs and businesses. And in business leaders, experts, even into the famed ‘people like me’. According to the recently published 2017 Edelman Trust Barometer NGOs…

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 has been a lot of movement in both directions, up as well as down. There has been a lot of...

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 their questions and concerns about a company’s products and services without being in the need to perform...

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 [email protected] on “How Banks Can Keep Up With Digital Disruptors” and the second one by Mobile Commerce Daily on “How four Australian banks are...

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, serviced, analysed, shall have a positive customer experience, and sometimes even is made happy. The ‘customer’ as an entity is…

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