During CRM Evolution 2017 I had the chance of talking with Volker Hildebrand and Anthony Leaper from SAP. Volker is SAP’s Global Vice President SAP Hybris and Anthony is Senior Vice President and Sales GM - Enterprise Social Software at SAP. Topics that we covered were things CRM and collaborat...
Blog by Thomas Wieberneit
SAP CRM and SAP JAM - Good News from CRM evolution
04.29.17 11:30 PM - Comment(s)
CRM evolution 2017 - Customer Experience via AI
04.28.17 6:11 PM - Comment(s)
Just on may way back from CRM evolution 2017 it is time for a little recap. The conference, once more chaired by CRM Grandmaster Paul Greenberg, was again co-located with sister conferences Customer Service Experience and Speechtek. Why there is a separate – and smaller – conference for Customer Ser...
The Opposite of United. Customer Experience ... Delivered
04.27.17 2:03 PM - Comment(s)
I just had the pleasure of getting a few family days in the Club Med Bali resort and, being me, working and writing about customer engagement and customer experience, somehow cannot not observe. On top of this, Chef de Village Jeremie Gonzalez and his 280-strong team certainly deliver something that...
Mobile In-App Support - A brief Overview
04.21.17 4:19 PM - Comment(s)
In a mobile world, where the smartphone has become the command center of our lives support needs to be offered from directly inside the app, using in-app messaging. This way the advantages of being able to send relevant contextual information about the state of the app to the service agent and the a...
eCommerce is Dead! Long live iCommerce!
04.07.17 1:10 PM - Comment(s)
My new column article on how to take advantage of AI and MachineLearning in eCommerce is live on CustomerThink. It gives you background and actionable information, answering pressing questions like 'Where does AI come into the picture'?
Not wanting to spoil, here a little hint: There is far more t...
