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The Contact Center Is Dead: Long Live the Operations Layer

The Contact Center Is Dead: Long Live the Operations Layer

by Thomas Wieberneit | Mar 25, 2026 | Blog, CRMKonvos

We have been lying to ourselves since, well, basically since forever. We placed customer support agents into a padded room called the “contact center,” handed them a ticketing system, and told them to keep the angry people away from the rest of the...
The Sovereign Cloud Illusion: Political Fig Leaf or Just Good PR?

The Sovereign Cloud Illusion: Political Fig Leaf or Just Good PR?

by Thomas Wieberneit | Mar 23, 2026 | Blog, CRMKonvos

The enterprise software market is currently intoxicated by a brand-new buzzword cocktail. If you walk the halls of any major European tech conference today, you will inevitably be assaulted by phrases like “data sovereignty” and “sovereign...
Agentic Commerce: A Genuine Paradigm Shift or Just Another Vendor Pitch?

Agentic Commerce: A Genuine Paradigm Shift or Just Another Vendor Pitch?

by Thomas Wieberneit | Mar 18, 2026 | Blog, CRMKonvos

The e-commerce industry has been pushing the exact same shopping cart down the exact same digital aisle for the better part of two decades. We have endlessly debated the optimal color for a checkout button. We have deployed massive Customer Data Platforms (to track...
The Uncomfortable Truth About Enterprise AI in 2026: It’s Not Intelligence, and That’s a Problem

The Uncomfortable Truth About Enterprise AI in 2026: It’s Not Intelligence, and That’s a Problem

by Thomas Wieberneit | Mar 16, 2026 | Blog, CRMKonvos

As enterprises scramble to deploy AI, the Great AI Debate’s eighth installment reveals a widening gap between what vendors are selling and what actually works at scale. Dr. Michael Wu and Jon Reed spent this episode cutting through the hype around language...
You are only as good as your customer remembers

You are only as good as your customer remembers

by Thomas Wieberneit | Feb 24, 2024 | Blog, Case Study, CRMKonvos, Sponsored

As you know, I am very interested in how organizations are using business applications, which problems they do address, and how they review their success. In a next instance of these customer interviews, I had the opportunity to talk with Melissa Gordon, Executive...
A CRMKonvos fireworks – the crop of the year according to you

A CRMKonvos fireworks – the crop of the year according to you

by Thomas Wieberneit | Jan 2, 2024 | Blog, CRMKonvos

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...
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