IoT becomes Outcome Orientated with SAP Leonardo – Finally

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

On January 10, 2017, SAP announced a bundling of their IoT portfolio of initiatives to focus on business outcomes instead of technology while combining the set of emerging products and solutions under the brand name Leonardo – as in Leonardo Da Vinci, one of the most...

Putting the Cart in front of the Horse – Chatbots in Support

by Thomas Wieberneit | Aug 14, 2016 | Blog

My recent rant on chatbots having the potential to kill user experience got some nice reactions. It brought me into some interesting discussions on support, mobile, the role, strengths and deficiencies of artificial intelligence (AI) and machine learning (ML) and so...

Customer Experience Management and Customer Expectations

by Thomas Wieberneit | Aug 9, 2016 | Blog

In the past weeks I found more and more articles like  this one that talk about the importance of continually exceeding customer expectations to be able to deliver a positive customer experience. Only this way, companies get advised, will they achieve customer loyalty...

Concur and Uber Partnership – Four Winners and one Loser?

by Thomas Wieberneit | Jul 21, 2016 | Blog

Yesterday the controversial ride share/taxi company Uber and the leading travel- and expense management company Concur announced an expansion of their relationship. With their “first-of-its-kind partnership and technology integration” Concur-connected...

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...