Thomas Wieberneit: Success at the Intersection of AI and CX
AI Is Killing Seat-Based Pricing. What CX Software Buyers Should Do Next
As AI shrinks seat counts and exposes misaligned pricing, CX leaders need contracts that link vendor revenue to resolutions, retention, and cost-to-serve — not machine effort. Here’s a practical framework to get there.
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?
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 seems so.
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...
Six Ways to Measure the ROI of Agentic AI Investments
In the past weeks, I have done some research on the value generated by agentic AI. The results are, frankly, quite shocking and reminiscent...
How to Improve AI Agent Performance and Quality
Not every AI agent is created equal. And not every AI agent delivers good results. I guess that this is something that AI agents...
How to Identify When Agentic AI is Helpful. And Not
It is 2025, and contrary to our hope, the hype around generative AI and agents has not yet hit the harsh wall of reality....
Which AI Pricing Models Work Best for Customers?
With the rise of AI systems, especially autonomous agents -- or agentic systems as they are called in the latest parlance -- pricing becomes...
Will Generative AI (GenAI) Experience its “Metaverse Moment” in 2024?
As I have written a couple of times before, 2024 will be the year of truth for GenAI. Truth in the sense of proving...
Debunking 6 Generative AI Myths Including “Bigger is Better”
By now it has probably been said a gazillion times that generative AI has taken our world by storm. What hasn't been said that...
GenAI Language Models: Scope and Typical Use Cases
After writing a good number of times about how to responsibly use AI, especially generative AI and how to find the first use cases...
GenAI: What’s Trust Gotta Do with It?
In 1984 the Queen of Rock, Tina Turner, recorded What's Love Got to Do with It for her album Private Dancer. As you can...
Strategic Opportunities to Create High Business Value with Generative AI
So far, I have dealt with how to safely and securely implement and leverage AI -- in particular generative AI -- technology. So, there...
If AI Can’t be Trusted, Efficacy and Efficiency Won’t Matter
Well, this turns out to become a column about how to leverage the value that generative AI can deliver while avoiding the perils that...
Using Generative AI Safely: Why You Need an AI Security Layer
In my last column article Generative AI: What's Next and How to Get the Payoff, I concluded with a recommendation and decision tree for...
Generative AI: What’s Next and How to Get the Payoff
Do you know what is the application with the fastest-growing user base ever?
Hint: it is not TikTok. This social media phenomenon was relegated to...
How Business Leaders Can Leverage Generative AI in Customer and Employee Experience
The AI playground has evolved a lot throughout the past year. Conversational AI has made huge inroads. We have seen an increasing number 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....
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...
Low Code / No Code: How to Get the Value, Avoid the Pitfalls
Apart from a lot of other CX-related topics like e.g. customer data platforms, customer journey orchestration, configure, price, quote, artificial intelligence, machine learning, robotic...