A Bank Tale of Mystery and Imagination

by Thomas Wieberneit | Jul 11, 2016 | Blog

After some investigation into SME CRM Nimble and Freshsales and travel management software traform today is the day of a reflection on customer orientation in one of the industries that managed to become almost indispensable in our lives. Banks. So let me tell you A...

Bots can kill Customer Experience

by Thomas Wieberneit | May 23, 2016 | Blog

Bots are all the rage currently. By the looks of it they are at the peak of the hype cycle. We will see their deep fall into the trough of disillusionment soon. After all the well-known examples based on the Facebook messenger are somewhat underwhelming, to formulate...

Value, Relevance, Convenience – The Future of Retail

by Thomas Wieberneit | May 16, 2016 | Blog

the Future of Retail is, well, interesting. Retailers today face an increasingly fierce competition. This competition is both, between brick-and-mortar retailers as well as between online-retailers and brick-and-mortar. Amazon, for example, is eating an increasing...

Measure Customer Experience – But Don’t Over-Engineer

by Thomas Wieberneit | May 6, 2016 | Blog

You have determined for your SME business that you want to improve your customers’ experience.But you do not know how to measure it. And you want tangible results fast. And you want to contain the risk.  After all there is nothing more risky than a big venture...

Digital Transformation. Heck, YES! But why?

by Thomas Wieberneit | Apr 27, 2016 | Blog

Digital Transformation, much like customer journey mapping, customer engagement, customer experience management, is all the rage at the moment. Everybody – and their dog – talks about it. Including me … but then I think the term is widely overused....