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Thomas Wieberneit
Digital Transformation, Customer Engagement, CRM
Digital Transformation, Customer Engagement, CRM

Thomas Wieberneit's posts

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Freshworks acquires Bot Startup Joe Hukum - A Snap Analysis from Down Under
Freshworks and Joe Hukum A few days ago Freshworks announced the
acquisition of startup Joe Hukum , making
it its eighth acquisition. Joe Hukum builds a chatbot platform that enables
companies to quickly build their own chatbots for sales-, service-, or

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Nimble News from MS Inspire
MS Inspire, the annual Microsoft partner event , has just ended,
wrapping up a flurry of news and announcements from Microsoft and its channel
partners. Most announcements were
interesting; some more than others, especially when considering these items

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Salesforce brings Einstein to Field Service - A Big Move?
Einstein Vision, credit Salesforce On July 12, 2017 Salesforce announced its
new, Einstein-enhanced
version of Field Service . This release brings mainly three innovations to the already strong
Service Cloud, which is the leading Customer Service solution a...

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Customer Service in a World of Ambient Computing
Ambience; Photo by Igor Kasalovic, Unsplash Soon there will be an additional in-app
customer service channel. So far we have a bunch of service channels,
most of them requiring the user to leave the app to Pick up the phone for a call Browse for self suppor...

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Zendesk - A Mobile CustServ Native?
Mid of April I published an article about the mobile in-app support landscape that, amongst other players, touched
on Zendesk. In this article I stated: “Zendesk
is not a mobile native. Their chat widget integrates into web pages and the
company does not of...

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Agent.AI - Mobile Customer Service with the AI Bot
Earlier in June I had the opportunity to
talk to Barry Coleman ,
CTO of , an about 2-year-old company
at the time of writing this. The company spun off of , a very different business that
enable the delivery of in-app advertisements. In ...

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SAS Customer Customer Intelligence 360 - A Tool to Turn Data into Experience
A while ago Angela Lipscomb from SAS got in touch with me to get me introduced
to SAS’s concept of a Customer Decision Hub. Their Customer Decision Hub is a solution
concept that shall allow organizations to derive insights and to trigger
actions from inter...

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Customer Service - How to Turn a Poor Experience into a Positive One
Turn unhappy customers into happy ones With mobile phones taking over our lives
and conversational interfaces becoming ubiquitous there is certainly a new level
of demand arriving at customer service centers. Customers do not accept a
mediocre service exper...

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SAP CRM into S/4HANA - Did SAP Hit Bulls Eye?
Did SAP hit Bulls Eye? After having talked with Volker Hildebrand about the future of SAP
CRM and whether or not there will be a CRM component in S/4HANA at CRM
evolution 2017 I now had the chance to follow up with some folks back at SAP in
Walldorf. A litt...

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Freshdesk becomes Freshworks - A Snap Analysis from Down Under
On June 6, 2017 Freshdesk announced
its rebranding to Freshworks. Freshworks is a new umbrella brand for the
suite of applications that Freshdesk built and acquired since its founding in
2010. The core statement by Girish Mathrubootham,
CEO and founder of F...
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