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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...
Zoho goes all in with AI – bold or inevitable?

Zoho goes all in with AI – bold or inevitable?

by Thomas Wieberneit | Jul 24, 2025 | Analysis, Blog

The news On July 17, 2025 Zoho launched Zia LLM and deepened its AI portfolio with agents, an agent builder, MCP support and an agent marketplace. Key announcements from the press release include: In-House LLM: Zoho has developed its own large language model, Zia LLM,...
Creatio goes agentic but adds an interesting twist

Creatio goes agentic but adds an interesting twist

by Thomas Wieberneit | Jul 1, 2025 | Analysis, Blog

The news On June 25, Creatio announced the launch of version 8.3 of its platform, dubbed as the “Twin release”. The release features new prebuilt role-based AI agents, a unified conversational interface, and AI-powered no-code development tools. These new capabilities...
Agentforce 3 – finally ready for the enterprise?

Agentforce 3 – finally ready for the enterprise?

by Thomas Wieberneit | Jun 28, 2025 | Analysis, Blog

The news On June 23, 2025, Salesforce announced Agentforce 3, the third iteration of its Agentforce platform. Agentforce 3 is a major upgrade to Salesforce’s digital labor platform. It gives customers the visibility and control that is needed to scale AI agents that...
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