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SAP Connect 2025: Unpacking CX, AI, and Does Cinderella Finally Get to Dance?

SAP Connect 2025: Unpacking CX, AI, and Does Cinderella Finally Get to Dance?

by Thomas Wieberneit | Oct 8, 2025 | Analysis, Blog

Before immersing myself into SAP Connect 2025, I had a number of questions that I would like to get answered during the event. These included the ones below and naturally focused on SAP’s CX and AI sides of the house. Some of them I got answered, some of them not, at...
CPQ, Meet Price Optimization: Your Revenue Lifecycle Just Got Serious

CPQ, Meet Price Optimization: Your Revenue Lifecycle Just Got Serious

by Thomas Wieberneit | Oct 3, 2025 | Analysis, Blog

The news On October 1, 2025, Conga announced its intent to acquire the B2B business of PROS, following PRO’s acquisition by Thomas Bravo. At the same time, ThomaBravo and PROS announced that PRO’s travel business segment will be run as a standalone business. The...
AI Agents: Finally, a Digital Assistant That Doesn’t Just Sound Smart?

AI Agents: Finally, a Digital Assistant That Doesn’t Just Sound Smart?

by Thomas Wieberneit | Sep 19, 2025 | Blog

So, the time of agentic AI has come? What does this mean? Not for businesses, but for business users. These days, the main tool in the quiver of every business user in an enterprise is … the web browser. Initially web interfaces to business software and then SaaS...
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...
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