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 Industry Leaders for 2025 using a...
Blog categorized as Blog
Beyond the Call Center: Unifying CX, One Definition at a Time (Finally!)
09.03.25 5:59 PM - Comment(s)
The great CCaaS Meltdown: What It Means for Customers and CX
08.28.25 5:56 PM - Comment(s)
The past weeks showed quite some interesting activity on the mergers and acquisitions and the partnership frontiers. NiCE acquired the German conversational AI rock star Cognigy for $955M and a short time later announced that the company enhanced its partnership with Salesforce. At nearly the same t...
Beyond the Hype: Unlocking GenAI ROI in the Enterprise
08.22.25 5:41 PM - Comment(s)
My past two column articles on CustomerThink dealt with how to determine the return of agentic investments and whether agentic AI delivers at all.
The question of ability to deliver is particularly interesting for me, as I am researching measurable results other than cost savings in contained busines...
Beyond the Box: How Moving Companies Fail at Customer Experience
08.08.25 10:32 AM - Comment(s)
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 to the Charleston area, so pretty ...
Microsoft Layoffs: Profits, CEOs, and a Culture of Fear?
08.01.25 4:25 PM - Comment(s)
This will be a rant, but a rant with roots in the belief that employee experience fosters customer experience.
As it should be well-known by now, Microsoft fired around 9,000 employees in July, after doing some smaller layoff rounds already in 2025, totaling more than 15,000 employees according to th...
