AI and Machinelearning in 2017 – What to Expect

by Thomas Wieberneit | Dec 21, 2016 | Blog

2016 has been the year of Artificial Intelligence and machinelearning. With the year being almost at an end, let me chime in to the gang of pundits who venture into prediction land and pronounce what we get out of our glass balls. So here are my 5 plus 2 bonus ones....

Why the Phone is Dead – And How to Accommodate for It

by Thomas Wieberneit | Dec 20, 2016 | Blog

As our (digital) lives circle more and more around mobility, and consequently the mobile phone, the questions around communication-, and in particular around service- and support channels become more interesting by the day. Facebook triggered what can be dubbed a...

Omnichannel – Myth, Reality or Utopia?

by Thomas Wieberneit | Nov 1, 2016 | Blog

Omnichannel – is it a Myth, Reality or Utopia? Over the past 20 or so years the way products and services get sold and customer service as well as marketing get delivered changed dramatically. Gone are the times where a potential customer was addressed via a radio- or...

Putting the Cart in front of the Horse – Chatbots in Support

by Thomas Wieberneit | Aug 14, 2016 | Blog

My recent rant on chatbots having the potential to kill user experience got some nice reactions. It brought me into some interesting discussions on support, mobile, the role, strengths and deficiencies of artificial intelligence (AI) and machine learning (ML) and so...

Bots can kill Customer Experience

by Thomas Wieberneit | May 23, 2016 | Blog

Bots are all the rage currently. By the looks of it they are at the peak of the hype cycle. We will see their deep fall into the trough of disillusionment soon. After all the well-known examples based on the Facebook messenger are somewhat underwhelming, to formulate...