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Customer service is in the middle of a transition. Not only is technology capable of doing far more than it was, say, ten years ago, but also are customers expecting far more. That has a consequence for businesses. Automation and conversational AI are one thing. These technologies already help compa...

The year 2021 comes to an end. More than three years have gone by since the last look at the Clash of Titans, an analysis of how the then big 4.5: Microsoft, Oracle, Salesforce, SAP, and Adobe – along with some other players, are shaping the greater CRM and CX arena. A lot has changed since Thomas W...

These days every significant software vendor and some others, too, is positioning itself as a CX- and/or a platform player.

By now, it is well known, what it means to be a platform player, and this is also not the main topic of this post. Just as much: In order to be a significant CX player, one...

During the past weeks I had a couple of observations and conversations that lead me to thinking that sometimes software vendors underestimate the power that their machine learning based systems could have to improve the lives and experiences of employees and customers. 

From various vendors in v...

Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own.

As a consequence, customer journeys are often non-linear and move across different ch...