How to do Customer Journey Orchestration

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

Customer Journey Orchestration is one of the hottest topics in the CRM/CEM/CX area right now. And it is a bigger one than you might think. It involves thinking about ecosystems, actors, outcomes, interactions, jobs-to-be-done and much more. To get into the thick of...

How to not manage your customers’ journeys

by Thomas Wieberneit | Apr 13, 2021 | Blog

It is time to talk about customer journeys and customer journey orchestration. Again. The theme of two of my recent articles has been about customer data. First, in my article Why you don’t want a 360-degree on the customer I rubbed the coveted 360-degree view on the...

How to create customer experience with blade technology

by Thomas Wieberneit | Apr 6, 2021 | Blog, CRMKonvos

Starting with the concept of blades we went across a number of different topics related to customer experience with our guest Denis Seynhaeve. Denis is the CEO of 3CLogic, a company that is dedicated to ‘pluggable’ contact centers in the cloud,...

How to do marketing from a strategic point of view

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

The CRMKonvos gang had the immense pleasure to chat with Ginger Conlon, CRM Playaz alumna and freshly minted Thought Leadership Director at Genesys. Throughout her career, Ginger has seen and and gained more than a little marketing experience, looking more at the...

CRM for SMB. The way it needs to be

by Thomas Wieberneit | Mar 22, 2021 | Blog, CRMKonvos

Now this title is not a case of do a rhyme or get bitten but actually summarizes the topic pretty well. The CRMKonvos team had a long and good discussion with John Paterson, CEO of Really Simple Systems about the needs and wants of a CRM for SMBs. Are the requirements...