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The Great GenAI Divide: Debunking the Myth of 95% Failure

The Great GenAI Divide: Debunking the Myth of 95% Failure

by Thomas Wieberneit | Oct 31, 2025 | Analysis, Blog

These days, we are drowning in conflicting information about the value of generative and/or agentic AI. I, myself am researching for good studies that dive into the ROI that is generated by this technology, with limited success. Most information is anecdotal, or comes...
Wheels Up, CX Down? Decoding the Suitcase-Customer Experience Connection

Wheels Up, CX Down? Decoding the Suitcase-Customer Experience Connection

by Thomas Wieberneit | Oct 23, 2025 | Blog

Given this title, you probably wonder what the relationship between a suitcase and customer experience could be. Well, I don’t know, too, and this story is more about how a suitcase and customer experience are related to each other. Imagine the following not so...
CPQ, Meet Price Optimization: Your Revenue Lifecycle Just Got Serious

CPQ, Meet Price Optimization: Your Revenue Lifecycle Just Got Serious

by Thomas Wieberneit | Oct 3, 2025 | Analysis, Blog

The news On October 1, 2025, Conga announced its intent to acquire the B2B business of PROS, following PRO’s acquisition by Thomas Bravo. At the same time, ThomaBravo and PROS announced that PRO’s travel business segment will be run as a standalone business. The...
Beyond the Call Center: Unifying CX, One Definition at a Time (Finally!)

Beyond the Call Center: Unifying CX, One Definition at a Time (Finally!)

by Thomas Wieberneit | Sep 3, 2025 | Blog

Beginning of September 2025, the CRM Magazine published its 2025 CRM Industry Leader Awards on Destination CRM. This year, the awards nominate five outstanding companies across eleven categories. As in recent years, CRM Magazine asked some renowned analysts to chose...
Beyond the Box: How Moving Companies Fail at Customer Experience

Beyond the Box: How Moving Companies Fail at Customer Experience

by Thomas Wieberneit | Aug 8, 2025 | Blog, Case Study

The other day, I got robbed. Not literally, but figuratively. Now, you might wonder what this has to do with the main theme of this blog, which is about CRM and customer experience. It has, believe me. Some of you might know that I just relocated from the Seattle area...
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