Is SAP serious about CX? You bet, and here’s why

by Thomas Wieberneit | Oct 23, 2019 | Analysis, Blog

The News SAP flexes its muscles. Bob Stutz returns to SAP as the new president of the CX group. In this role he becomes the successor of Alex Atzberger who held this role since January 2018, himself succeeding Carsten Thoma. In his new role Bob will report directly to...

SugarCRM – A Vendor getting its mojo back?

by Thomas Wieberneit | Sep 21, 2019 | Analysis, Blog

Anno Domini 2019 SugarCRM seems to be on its way to getting its mojo back. I remember Sugar as a well renowned brand in the sales force automation arena with roots in the open source community. If memory serves right, the company lost a lot of momentum when switching...

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...

Salesforce Customer Service Solution becomes Botty

by Thomas Wieberneit | Jun 25, 2019 | Analysis, Blog

The News On June 17, 1019, Salesforce announced an enhancement of its customer service abilities by adding further channels for customer service and adding chatbot capabilities to these channels. This has the goal of offering the ability to create a more seamless...

From Personalization to Customer Experience

by Thomas Wieberneit | Jun 6, 2019 | Blog

As it is the case for most of my colleagues I regularly get pitched by businesses about customer experience news that they want to talk about and that normally are pretty interesting. So, also a few days ago, when I got pitched by AR relations of a major European bank...