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Freshworks acquires Bot Startup Joe Hukum – A Snap Analysis from Down Under

Freshworks acquires Bot Startup Joe Hukum – A Snap Analysis from Down Under

by Thomas Wieberneit | Jul 25, 2017 | Analysis, Blog

A few days ago Freshworks announced the acquisition of startup Joe Hukum, making it its eighth acquisition. Joe Hukum builds a chatbot platform that enables companies to quickly build their own chatbots for sales-, service-, or marketing purposes. In contrast to the...
Salesforce brings Einstein to Field Service – A big Move?

Salesforce brings Einstein to Field Service – A big Move?

by Thomas Wieberneit | Jul 13, 2017 | Analysis, Blog

On July 12, 2017 Salesforce announced its new, Einstein-enhanced version of Field Service. This release brings mainly three innovations to the already strong Service Cloud, which is the leading Customer Service solution according to Gartner Group. Here the complete...
SAS Customer Intelligence 360 – Turn Data into Experience

SAS Customer Intelligence 360 – Turn Data into Experience

by Thomas Wieberneit | Jun 20, 2017 | Analysis, Blog

A while ago Angela Lipscomb from SAS got in touch with me to get me introduced to SAS’s concept of a Customer Decision Hub. Their Customer Decision Hub is a solution concept that shall allow organizations to derive insights and to trigger actions from interactions...
Customer Service – How to Turn a Poor Experience into a Positive One

Customer Service – How to Turn a Poor Experience into a Positive One

by Thomas Wieberneit | Jun 17, 2017 | Blog

With mobile phones taking over our lives and conversational interfaces becoming ubiquitous there is certainly a new level of demand arriving at customer service centers. Customers do not accept a mediocre service experience anymore. With their smartphones they have...
Experience requires Engagement – Are Companies Prepared?

Experience requires Engagement – Are Companies Prepared?

by Thomas Wieberneit | May 4, 2017 | Blog

Today’s businesses are in a difficult situation. Their customers demand more experience and contextually relevant engagements than they are equipped to deliver. This places them on a difficult trail that they need to navigate in order to be and stay successful. Their...
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