Profile cover photo
Profile photo
Thomas Wieberneit
177 followers -
Digital Transformation, Customer Engagement, CRM
Digital Transformation, Customer Engagement, CRM

177 followers
About
Thomas Wieberneit's posts

Post has attachment
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
mar...

Post has attachment
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
toge...

Post has attachment
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...

Post has attachment
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...

Post has attachment
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...

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

Post has attachment
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...

Post has attachment
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...

Post has attachment
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...

Post has attachment
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...
Wait while more posts are being loaded