CRM, CX and the future of privacy

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

The CRMKonvos gang hat an intensive conversation in the intersection of CRM, CX, customer experience and privacy, which by default makes for a highly interesting one, because of all the conflicting goals that are involved. Our guest was Michael Hoos. Michael is a...

Why you don’t want a 360-degree on the customer

by Thomas Wieberneit | Feb 4, 2021 | Blog

Everyone (and their dog) tells you that you need a 360-degree view on your customer, right? According to Techtarget, the “360-degree customer view is the idea, sometimes considered unattainable, that companies can get a complete view of customers by aggregating data...

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...

How to create great virtual events

by Thomas Wieberneit | Jan 19, 2021 | Blog, CRMKonvos

This time, the CRMKonvos gang had a long and good chat with Jon Reed, co-founder of diginomica, one of the premier media outlets that serve the information needs of enterprise leaders in a digital era. Together, we have attended a good number of virtual events, which...

The Dirty Dozen of 2021 Trends

by Thomas Wieberneit | Jan 18, 2021 | Blog

It’s that time of year again. And although I’m not really into trend articles, I think it’s time this year to start thinking about what’s going on in the worlds of customer experience and customer relationship management – and how it’s...