A while ago Angela Lipscomb from SAS got in touch with me to get me introduced to SAS’s concept of a Customer Decision Hub. Their Customer Decision Hub is a solution concept that shall allow organizations to derive insights and to trigger actions from interactions with external parties, like custome...

With mobile phones taking over our lives and conversational interfaces becoming ubiquitous there is certainly a new level of demand arriving at customer service centers. Customers do not accept a mediocre service experience anymore. With their smartphones they have the means to get to customer servi...

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, unsurprisingly, SAP is working activ...

On June 6, 2017 Freshdesk announced its rebranding to Freshworks. Freshworks is a new umbrella brand for the suite of applications that Freshdesk built and acquired since its founding in 2010. The core statement by Girish Mathrubootham, CEO and founder of Freshworks is: ”Today, I’m happy to announce...

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 an answer to their inquiry using ...