What’s hot and important in Customer Service

by Thomas Wieberneit | May 5, 2021 | Blog, CRMKonvos

The Covid crisis had a profound impact on customer service centers, on sales and marketing processes. Personnel needed to be sent to home offices with infrastructure for this not being really in place. Coordination became more difficult, especially in environments...

Ecosystems are about the customer! Are they? Think again!

by Thomas Wieberneit | Mar 16, 2021 | Blog, CRMKonvos

Ecosystems is all I say – was his post in Linkedin. And as you can imagine, this sparked quite a discussion. Why? Because “he” is SAP’s venerable Chief CX Evangelist Esteban Kolsky. Not that it needs a reason to invite Esteban to a CRMKonvo...

Customer Service – its Future and the role of Emotions

by Thomas Wieberneit | Jan 30, 2021 | Blog, CRMKonvos

Customer Service is changing fast, but is it all for the better? Which changes did the pandemic drive? Does messaging have a value, and if so which? How about the role of agents? What changed for them? Will they see an improvement in their jobs? The CRMKonvos team had...

Why TikTok is a fit for Microsoft, Walmart and Oracle

by Thomas Wieberneit | Sep 15, 2020 | Analysis, Blog

Will ByteDance be able to sell some of its non-Chinese TikTok business or not? TikTok, the app that is all the rage with millenials who post thirty second movie clips and seem to have tremendous fun with it. And which got valued at more than $ 50 bn US before it was...

The Demo, the 7P of Planning, and Customer Experience

by Thomas Wieberneit | Sep 7, 2019 | Blog

Being a consultant being called into or asked to do a product demo is inevitable. A demo is one of the most powerful tools that product/solution vendors and their partners have in their arsenal to convince prospects. The demo is a key part of the customer journey that...