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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 Thrive in the Age of the Customer

Returning from an interesting SAP Now event in Berlin with a strong attendee focus on customer experience is the perfect opportunity to start thinking about…

Salesforce adds more Einstein and Quip to the Service Cloud. Is it good for the Experience?

The News Today Salesforce announced the next release of its Service Cloud. It brings together more Einstein AI as part of the Service Cloud and…

There’s a Bot in the Future of CxM

Modern customer relationship management, if I may use this ancient term, is undergoing significant change. It is a change towards achieving customer outcomes. But...

Ten questions you always wanted to ask about Customer Experience

This is a slightly enhanced transcript of an interview about customer experience, with the challenge to keep within two minutes. I kept the transcript short,…

What the heck is Customer Centricity?

Reading the very interesting post Customer Centricity is MORE than Customer Experience by Joseph Michelli I engaged into a discussion about things centricity. The discussion…

Salesforce, Service, AI and … IoT

AI, IoT, and CRM, three acronyms. However, these three belong together and should not be treated or looked at separately. One important reason for this…

The Return of the Suite

The suite is back. I have said and written that a good number of times in the past few years. And that is a good…

Nimble 2018 – The Story continues

The year 2018 is coming to an end, which means it is high time for some interesting product and roadmap news. Here’s some Nimble news (ok,…

AI 2019 – A View Into the Glass Bowl

It is hard to believe, but the year 2018 is already coming to an end. It has been an exciting, yet incredibly busy year...

The Secret Sauce of Success – Recipe unveiled by the DC Office of Unified Communications

Back in 2015 the Washington D.C. Office of Unified Communications (OUC) started a re-platforming exercise of their backbone from an on premise system to a…

Data Rules – SAP acquires Qualtrics

The News On November 11, 2018 SAP announced that it has entered a definitive agreement to acquire Qualtrics, the “global pioneer of the experience management…

Are AI-Powered Chatbots Ready for Mainstream Adoption?

Blockchain, hyped as the technology is at the moment, has not only quite some potential but has matured considerably over the past months. Still, after...

Clash of Titans – The IaaS Platform Providers

In the past three posts of this series I have covered the definition of a platform, followed by a brief analysis of the big four…

Clash of Titans – The War Cry: Oracle and Salesforce

More Food for Thought In the last article Clash of Titans – Microsoft and SAP weigh in of this little series, I discussed the strategy…

Clash of Titans: Microsoft and SAP weigh in

A little recap As it has been some time since I published Clash of Titans – Platform Play, the first part of this little series,…

Clash of Titans – Platform Play

A lot has evolved since my Clash of the Titans post that looked into how the big 4.5 (Microsoft, Oracle, Salesforce, SAP, and Adobe) and…

How Blockchain Can Fix Advertising

The biggest asset an organization can work with is trust. Trust in a brand and its messaging, aka marketing, is what makes marketing successful...

SAP C/4HANA! Explosive? Some Questions and some Answers

During SAPPhire 2018 SAP announced C/4HANA with quite a fanfare. I covered and analysed this announcement in my post SAPPHIRE 2018 – The Return of…

Einstein smartens up Salesforce Service Cloud

The News A few days ago Salesforce released a new iteration of its Service Cloud Einstein after infusing its artificial intelligence, Einstein, into the Service…

Here’s why Nimble is so successful

The News In the past few weeks there have been two interesting announcements by Nimble. First, on June 14, 2018 Nimble announced a partnership with…

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