Thomas Wieberneit: Technology Where Customer Engagement Meets Experience

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 watching tour next week Friday?” “Please book places for my wife and me for the 2 pm tour.” “Siri, who…

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 readers. I am grateful that you find my articles interesting enough to read them – and to thoughtfully comment on...

Use AI for “Dirty Jobs” and Be Employees’ BFF

There are plenty of tasks in a company that are simple and repetitive, or in the words of Vinnie Mirchandani, dull, dangerous, and dirty. These tasks still need to get done although hardly anyone wants to do them. Often they are actually not done...

To Avoid Bot Failure, Solve These Technology and Human Challenges

After becoming increasingly popular in 2015 and 2016, this year has truly become the year of the bot. Countless businesses have embraced bot technologies, built applications supported by bots, deployed bots for varying purposes. There are bots “doing” marketing, sales, customer service, bots that connect...

How AI Can Mend the Marketing-Sales Gap

It is almost an urban myth that sales and marketing are facing difficulties in cooperation. VP of Sales: “I do not get any relevant lead from marketing! My sales team and...

Intelligent Field Service: The Future is Now

It is the day after a pleasant dinner evening with friends. As usual there are quite a few dishes to wash. Just that your high-end dishwasher refuses to start up. You call the service...

The Salesman’s Resurrection by AI

The B2B salesperson is dead. Or so it is said. There are scores of studies telling us that most of a customer’s buying process is already accomplished before a salesperson is...

Beyond Disruption: AI and IoT Join Forces to Power Real-Time Experiences

Imagine a self-driving forklift reacting to an obstacle only after a minute. Or, the next best action for a customer being given to a call center agent only after the opportunity to provide this...

AI Platforms: How to Make the Smart Choice

These days, customer experiences increasingly need to be enabled with the help of intelligent technology. In the past months I have given some examples of how business areas can use AI to improve their...

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...

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,...

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...

Why AI, Machine Learning, and Bots? Better Experiences.

In the year 2016 bots, AI, and machine learning seemed to be all the rage, with all of these topics getting mixed into one big bundle. Many people seemed to forget that they are...

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