Nimble News from Microsoft Inspire

by Thomas Wieberneit | Jul 22, 2017 | Analysis, Blog

MS Inspire, the annual Microsoft partner event, has just ended, wrapping up a flurry of news and announcements from Microsoft and its channel partners. Most announcements were interesting; some more than others, especially when considering these items together. I’ve...

SAP CRM Into S/4HANA – Did SAP Hit Bulls Eye?

by Thomas Wieberneit | Jun 12, 2017 | Analysis, Blog

After having talked with Volker Hildebrand about the future of SAP CRM and whether or not there will be a CRM component in S/4HANA at CRM evolution 2017 I now had the chance to follow up with some folks back at SAP in Walldorf. A little Recap Volker told me that,...

Call Center and Soccer: Two of a kind

by Thomas Wieberneit | Jun 2, 2017 | Blog

One of the eternal problems in a call center is getting an enquiry routed to the right agent. This is doubly true in a mobile world that demands conversational support in near real time. Add to this the fact that most customers seeking support already failed to find...

Experience requires Engagement – Are Companies Prepared?

by Thomas Wieberneit | May 4, 2017 | Blog

Today’s businesses are in a difficult situation. Their customers demand more experience and contextually relevant engagements than they are equipped to deliver. This places them on a difficult trail that they need to navigate in order to be and stay successful. Their...

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...