Ocean Medallion – Which Customer Problem Does it Solve?

by Thomas Wieberneit | Jan 18, 2017 | Blog

A few years ago Disney embarked on a massive customer experience journey that included the introduction of a ‘Magic Band’. Disney at that time followed (and likely still does) an idea that can be paraphrased as looking at everything through the eyes of the customer...

AI and Machinelearning in 2017 – What to Expect

by Thomas Wieberneit | Dec 21, 2016 | Blog

2016 has been the year of Artificial Intelligence and machinelearning. With the year being almost at an end, let me chime in to the gang of pundits who venture into prediction land and pronounce what we get out of our glass balls. So here are my 5 plus 2 bonus ones....

It is the Customer’s Way – Or No Way!

by Thomas Wieberneit | Nov 16, 2016 | Blog

Today’s customer is impatient. They want – and have the right to – get answers to their questions and concerns about a company’s products and services without being in the need to preform lengthy searches or to dig around. This holds true for pre-purchase questions as...

Omnichannel – Myth, Reality or Utopia?

by Thomas Wieberneit | Nov 1, 2016 | Blog

Omnichannel – is it a Myth, Reality or Utopia? Over the past 20 or so years the way products and services get sold and customer service as well as marketing get delivered changed dramatically. Gone are the times where a potential customer was addressed via a radio- or...

Customer Experience – It is all in the Data. Really?

by Thomas Wieberneit | Oct 13, 2016 | Blog

A while after my earlier discussion with Abinash Tripathy from Helpshift about the value for customer experience of bots in customer support he contacted me with some exciting news about what he and his team are doing now. Believe me, it is interesting – but read for...