Customer Service in a World of Ambient Computing – The Service Center View

by Thomas Wieberneit | Sep 1, 2017 | Blog

A few weeks ago I wrote an article about customer service in a world of ambient computing. This article looked at customer service from a customer’s point of view. In it I described how I see customer service getting humanized again by leveraging the advances in AI...

Ambient Computing and the Future of Mobile Apps

by Thomas Wieberneit | Aug 24, 2017 | Blog

A short while ago Craig Rentzke from Helpshift pointed me to a particular episode of CXOTalk, featuring Kevin Henrikson of Microsoft and professor Anindya Ghose from NYU. Henrikson is responsible for Microsoft’s Outlook for Mobile, a personal information manager (PIM)...

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...

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...