Thomas Wieberneit: Success at the Intersection of AI and CX
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...
How to Do Customer Journey Orchestration Right
A while ago I wrote a piece in which I asked to not manage the customers’ journeys for them but to instead embrace the...
You Need Engagement, Not Necessarily a Customer Data Platform (CDP)
In my recent article about why you do not want a 360-degree view on your customer I laid out what you really want. This...
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...
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...
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...
Five Ways to Be More Agile in Customer Experience
You might already be sick of the topic, but of course this post is influenced by COVID-19. Businesses have been unprepared, and I ask...
Sales Reps (Still) Hate CRM. Here’s What to Do About That
Salespeople really love to feed data into their CRM system after a long day, or even during the weekend. They are truly looking forward...
Customer Service Done Right, With a Little Help From Your Bot
In the past weeks two independently interesting things happened. Early September, as a member of the valantic team, I attended the German SAP User...
Use the 7S Model for a Successful AI Transformation
Being a CRM consultant working with many organizations it is hard to not see AI as a topic that is thought about. Does it...
Field Service in the Age of AI
How often is it that a call to a service hotline ends up with the need to have a service technician come to your...
To Fix Customer Service, Solve 3 Challenges to Improve the Agent Experience
This is evident in our everyday experience. Whether we are waiting in a telephone queue, or do not get a meaningful answer to an...
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...
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...
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...
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...
Blockchain and AI — Power Unleashed
Two of the biggest and most discussed topics in the past couple of years or so have been Bitcoin and artificial intelligence with machine...
How to use Technology Drivers to Create Engagements that are Successful and Stick
Will we see immersive advertisements like they are in all plasticity shown in the 2002 movie Minority report (yeah, it is that old)? Will...
Get Ready for the Rise of Voice Commerce
“Alexa, order me a package of washing detergent from my supermarket.”
“Hey, Google, what are the must see spots near Kaikoura? Is there a whale...
Top AI Developments and Priorities in 2018
2017 is coming to an end. That makes this the perfect time to do two things.
To say a big thank you to you, my...