thomas.wieberneit@aheadcrm.co.nz
Epikonic
  • Home
  • Solutions
  • About Us
  • Contact Us
  • Blog
  • Cookie Policy
  • Privacy
Select Page
Beyond the Call Center: Unifying CX, One Definition at a Time (Finally!)

Beyond the Call Center: Unifying CX, One Definition at a Time (Finally!)

by Thomas Wieberneit | Sep 3, 2025 | Blog

Beginning of September 2025, the CRM Magazine published its 2025 CRM Industry Leader Awards on Destination CRM. This year, the awards nominate five outstanding companies across eleven categories. As in recent years, CRM Magazine asked some renowned analysts to chose...
The great CCaaS Meltdown: What It Means for Customers and CX

The great CCaaS Meltdown: What It Means for Customers and CX

by Thomas Wieberneit | Aug 28, 2025 | Blog

The past weeks showed quite some interesting activity on the mergers and acquisitions and the partnership frontiers. NiCE acquired the German conversational AI rock star Cognigy for $955M and a short time later announced that the company enhanced its partnership with...
Beyond the Hype: Unlocking GenAI ROI in the Enterprise

Beyond the Hype: Unlocking GenAI ROI in the Enterprise

by Thomas Wieberneit | Aug 22, 2025 | Blog

My past two column articles on CustomerThink dealt with how to determine the return of agentic investments and whether agentic AI delivers at all. The question of ability to deliver is particularly interesting for me, as I am researching measurable results other than...
Beyond the Box: How Moving Companies Fail at Customer Experience

Beyond the Box: How Moving Companies Fail at Customer Experience

by Thomas Wieberneit | Aug 8, 2025 | Blog, Case Study

The other day, I got robbed. Not literally, but figuratively. Now, you might wonder what this has to do with the main theme of this blog, which is about CRM and customer experience. It has, believe me. Some of you might know that I just relocated from the Seattle area...
Microsoft Layoffs: Profits, CEOs, and a Culture of Fear?

Microsoft Layoffs: Profits, CEOs, and a Culture of Fear?

by Thomas Wieberneit | Aug 1, 2025 | Blog

This will be a rant, but a rant with roots in the belief that employee experience fosters customer experience. As it should be well-known by now, Microsoft fired around 9,000 employees in July, after doing some smaller layoff rounds already in 2025, totaling more than...
« Older Entries
Next Entries »

Company

  • Home
  • Solutions
  • About Us
  • Contact Us
  • Blog
  • Cookie Policy
  • Privacy

Recent Blog Posts

  • The Inference Paradox: Tokens Got 1,000x Cheaper and Your AI Bill Went Up
  • The Enterprise AI Intent Gap
  • Gartner Group: Lawmaker, Judge and Executioner?
  • The Customer Journey Illusion: Stop Mapping and Start Enabling
  • Creatio’s AI CRM: Who Gets to Build the Next Agent?

Social Media

  • Facebook
  • X
  • RSS