Content Management Systems – The Secret of Great CustServ

by Thomas Wieberneit | Mar 31, 2017 | Blog

Today’s customer service requirements are getting ever more complicated for businesses. Customers encountering problems increasingly rely on self-help. Customers may start looking for solutions by searching on Google, on community sites, or inside a mobile app. A...

DRU Assist – A Customer Experience

by Thomas Wieberneit | Mar 30, 2017 | Blog

A few weeks ago Domino’s Pizza announced that they introduced conversational AI capabilities in their ordering process to enhance the customer experience. DRU Assist, a Virtual Assistant that is powered by Nuance Technology’s Nina Intelligent Virtual Assistant...

CXM! What the Heck is That?

by Thomas Wieberneit | Mar 19, 2017 | Blog

In his recent very readable article ‘iCXM Comes of Age – Using AI to Know, Engage, and Server Your Customers Better’, CustomerThink.com founder and chief editor Bob Thompson explored how Artificial Intelligence can improve Customer Experience Management – and with...

Customer Service beyond the Chatbot Hype

by Thomas Wieberneit | Mar 6, 2017 | Blog

2016 has been predicted to be the year of conversational commerce, and I’d say that this prediction largely held true. Conversational interfaces have become more and more mainstream, and their support by AI and bots has become all the rage. While people more and more...

Trust in Crisis – Customer Experience is the Way Out

by Thomas Wieberneit | Feb 27, 2017 | Blog

Trust is eroding. Not only in governments and media as we could clearly observe but also in independent organizations like NGOs and businesses. And in business leaders, experts, even into the famed ‘people like me’. According to the recently published 2017 Edelman...