As part of my series of customer interviews, I recently had the chance of speaking with Keith Cooper, vice president of customer experience at Bergen Logistics. Bergen Logistics is a global third party logistics provider, based in North Bergen, New Jersey. It primarily serves the luxury fashion and home goods segments but is available in […] The post The power of a great customer – vendor relationship appeared first on Epikonic ..read more

What the heck is customer experience, and who is responsible for it? These are two very good questions, for which I, myself, have some very distinct answers. Let’s start with them, before I dive deeper into that topic with Praval Singh, VP Marketing for Customer Experience at Zoho, who – naturally – has some good […] The post What the heck is customer experience? appeared first on Epikonic ..read more

As you know, I am very interested in how organizations are using business applications, which problems they do address, and how they review their success. In a next instance of these customer interviews, I had the opportunity to talk with Melissa Gordon, Executive Vice President, Enterprise Solutions at Tidal Basin about their journey with Zoho. […] The post You are only as good as your customer remembers appeared first on Epikonic ..read more

During ZohoDay24, Zoho amongst other topics, gave some insight into how the company looks at AI. Raju Vegesna presented Zoho’s AI vision and progress. Additionally, I had the opportunity for a one on one with Zoho’s director of AI research, Ramprakash (Ram) Ramamoorthy. If you want to listen and watch the interview, you can do […] The post The ABC of Zoho AI appeared first on Epikonic ..read more

The news On February 7 and 8 2024, Zoho held its annual ZohoDay conference, along with a pre-conference get together and an optional visit to SpacX’s not-too-far-away Starbase. Our guide, who went by Chief, and is probably best described as a SpaceX-paparazzi was full of facts and anecdotes, which made the visit very interesting although […] The post How to play the long game Zoho style appeared first on Epikonic ..read more

The News On January 23, 2024, SAP announced the results of its Q4 and fiscal year 2023, along with an update of the company’s 2025 ambition. The ambition includes a shift of focus on key strategic growth areas and a restructuring program. This program will cost around 2.2 billion dollar and affect about 8,000 employees. Notably, SAP […] The post SAP is dead – long live SAP appeared first on Epikonic ..read more

The other day, I had a look at my blog, checking the articles that resonated with you most in 2023. Today, I’d like to do the same for my YouTube channel, CRMKonvos. Shameless plug – any new subscriber is cordially welcomed – it means a lot to us. “Us” means my colleagues Ralf Korb and Marshall Lager, and I. We […] The post A CRMKonvos fireworks – the crop of the year according to you appeared first on Epikonic ..read more

A very happy, healthy and prosperous new year to all of you. This is also the time to review my blog and to have a look what your favourite posts of 2023 have been. With 23 posts, I admittedly have been somewhat lazy in 2023. Looking at the top ten read posts in 2023, there […] The post Reflecting on 2023 with gratitude – What caught your interest appeared first on Epikonic ..read more

It is this time of the year. Everybody (and their dog), has some predictions for 2024. As you can guess, reading this, I am participating in this game. Last year, I published three humble wishes to better the industry – and I am sad to say, that my three wishes stay wishes also in 2024. […] The post What’s gonna happen with generative AI and CX in 2024? appeared first on Epikonic ..read more

The News This has been an exciting weekend for the generative AI industry. On Friday November 17, OpenAI announced that the company fired its figurehead CEO Sam Altmann and appointed Chief Technology Officer Mira Murati as interims CEO in a surprise move. The press release states that Altmann “was not consistently candid in his communications with the […] The post The Generative AI Game of Thrones – Is OpenAI toast? appeared first on Epikonic ..read more