A CRMKonvos fireworks – the crop of the year according to you
The other day, I had a look at my blog, checking the articles that resonated with you most in 2023. Today, I’d like to do the same for my YouTube channel, CRMKonvos. Shameless plug – any new subscriber is cordially welcomed – it means a lot to us. “Us” means my colleagues Ralf Korb and Marshall Lager, and I. We run this channel as a joint endeavor. CRMKonvos are all about fun and friendly one hour conversations with one or more live expert guest about a topic in the wider area of – you guessed correctly – CRM. Of course, this includes related topics, e.g., it is virtually impossible to talk CRM or CX without touching AI. They are streamed to LinkedIn, YouTube, Facebook, and X. In addition, we actively encourage our audience to engage with our guest and us. Again, any new subscriber is more than appreciated. If I am not totally off, you can subscribe by just clicking this link. But now, what are the CRMKonvos that resonated most with you? Which ones received the most views? Of course, we do not want to get the beans spilled immediately, so let’s start with the fifth place. Culture is the most enduring form of capital. This is a conversation I had with Zoho’s Chief Strategy Officer Vijay Sundaram about why a great corporate culture makes all the difference, how it contributes to success and why and how Zoho’s culture is different from that of most other companies. The fourth place is taken by an ISP’s journey with Zoho One. This is an interview with Amit Rai, Chief HR Officer of Tata Fiber. Amit has overseen the implementation...
Reflecting on 2023 with gratitude – What caught your interest
A very happy, healthy and prosperous new year to all of you. This is also the time to review my blog and to have a look what your favourite posts of 2023 have been. With 23 posts, I admittedly have been somewhat lazy in 2023. Looking at the top ten read posts in 2023, there is a clear clustering about a few topics, none of them really surprising. There is a genuine interest in CX, ChatGPT, and vendors. Again, this is not a surprise. Still, there are a few surprises in the list! So, without further adoo, let’s hear the drumroll for your top five favourite posts on my blog – in ascending order. After all, some suspense cannot harm. The fifth place gets claimed by my review of ZohoDay 2022 – “Don’t mess with Zoho – A Zohoday 2022 recap”. Yes, you read that right. This is a 2022 post. The fourth place got claimed by another article on Zoho, almost one year younger: Zoho, how a technology company reimagines business software. It is a reflection on the Zoholics 2023 conference in Austin and gives information about how Zoho evolved in the 12 months that lie between these two articles. The article that your reading placed on position 3 is about the topic of 2023: ChatGPT. Beyond the hype – How to use ChatGPT to create value explores scenarios that help businesses gain value from an implementation of ChatGPT and provides an assessment framework that bases on accuracy of responses and fluency of the generated output. The second place, according to your interest, goes to an article about Zoho again. Truly Zoho –...
What’s gonna happen with generative AI and CX in 2024?
It is this time of the year. Everybody (and their dog), has some predictions for 2024. As you can guess, reading this, I am participating in this game. Last year, I published three humble wishes to better the industry – and I am sad to say, that my three wishes stay wishes also in 2024. I’d say that this is partly because 2023 became the year of generative AI. We all know why. Pretty much every vendor got caught flat-footed by the meteoric rise of OpenAI. Correspondingly, in the course of 2023, we have seen a huge number of pre-announcements of one generative AI scenario or another being integrated into their software and then offered by enterprise software vendors. Mostly, these announcements were about low-hanging fruit. Which does not mean that they are useless or not valuable, quite on the contrary. Solutions, once they are available, have the potential to increase employee productivity and the customer experience. But, they are announcements or early adoptions. So, based on this, what will we see in 2024? And let’s limit ourselves to the realms of CRM, CX and customer engagement. Success stories The more announcements of something being available soon turn into actual usage, we will be able to see actual success stories. Customers will more and more move from trial mode to actually addressing business challenges and measure the degree of success of an implementation by the change of KPIs that can be attributed to this implementation. In some instances, we can see this already starting. Diginomica’s Jon Reed recently interviewed a representative of Loop insurance who gave some highly interesting...