CustomerThink

CustomerThink is an international online platform for business leaders focused on building successful customer-focused companies. It attracts over 100,000 visitors each month from more than 200 countries worldwide. The site primarily focuses on topics such as Customer Relationship Management, Customer Experience Management, and Social Business. Here, you can explore various aspects of customer-oriented business management through articles, blogs, interviews, and the latest news.

International, Trade/B2B

English

Online/Digital

Outlet metrics

Domain Authority

Ranking

Global

#682398

United States

#594914

Business and Consumer Services/Marketing and Advertising

#2090

Traffic sources

Monthly visitors

Articles

How to Keep AI from Killing Your Company

1 week ago | customerthink.com | Kristin Zhivago

Every day, there are dozens of articles on LinkedIn about how to make your company an “AI-First” company. They are sadly similar; you only have to read one to understand the basic concepts. And the articles always end with the doomsday message: “If you don’t do this, you’re toast.”We all know that. That is one of the most obvious trends since tech went mainstream in the early 1980s. But they’re all ignoring the elephant in the AI room.
The CDP is dead - long live the CDP!

2 weeks ago | customerthink.com | Thomas Wieberneit

In the past few years, I have written about CDPs, what they are and what their value is – or rather can be. My definition of a CDP that I laid out in one of my column articles on CustomerThink is:It is a good thing that CDPs evolved from its origins of being a packaged software owned by marketers, serving marketers.
Data Wars: SAP Vs. Salesforce In The AI-Driven Enterprise Future

2 weeks ago | customerthink.com | Thomas Wieberneit

The past weeks certainly brought a lot of news, with SAP Sapphire and Salesforce’s surely strategically timed announcement of acquiring Informatica, ranging at the top. I have covered both in recent articles. The enterprise software landscape is crackling with energy, and Artificial Intelligence (AI) is certainly the star of the show. It isn’t anymore about AI as a mere feature; it’s about AI as the strategic core of enterprise software.
The #1 Emotional Driver Behind Enterprise Sales

2 weeks ago | customerthink.com | Kristin Zhivago

Business-to-business corporate sales can drag out even if you do everything perfectly. But if you make this one mistake, your chances of making the sale are little to none. The mistake made most often is to ignore the main barrier to an enterprise sale: The primary buyer’s fear of embarrassment. I didn’t realize this myself until I started performing turnarounds of marketing and sales departments for large corporations.
Why Quality Engineering Is Key to a Better Customer Journey

3 weeks ago | customerthink.com | Mrunal Chokshi

It has been for everyone to see that businesses in every sector have now fundamentally become digital enterprises. After all, customers interact with brands and service providers primarily through software and mobile apps these days. From banking and retail to entertainment, digital platforms support almost every consumer touchpoint. This pervasive reliance on technology has fundamentally altered consumer expectations. It has also made the competition in the market incredibly fierce.
A Business Take on the Modern Data Warehouse in 2025 and Beyond

3 weeks ago | customerthink.com | Mrunal Chokshi

Most people today remain unaware of just how much data they generate. You see, every digital interaction and internal operational process generates valuable data. So much so that the exponential growth of data has become a defining feature of the modern digital economy. After all, it has fundamentally altered how businesses operate and compete. Decision-makers need timely and consistent information to navigate complex market conditions.
Informatica - Salesforce’s Precious; one Platform to Govern all Data

3 weeks ago | customerthink.com | Thomas Wieberneit

On May 27, 2025, Salesforce announced that it has reached a definitive agreement to acquire Informatica for about $8bn. According to the press release, “bringing together Informatica’s cloud-native capabilities — including its extensive data catalog, data integration, governance, quality and privacy, metadata management, and MDM — with the Salesforce platform will unlock new capabilities for Salesforce’s enterprise data stack, delivering a complete solution to the challenges of AI at scale”.
Artificial Incompetence: An Undesirable Version of AI and Other CX Risks

3 weeks ago | customerthink.com | Shep Hyken

I’ve been reviewing my customer experience research, specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove that customers are frustrated and lack confidence in how companies are using AI:• In general, 57% of customers are frustrated by AI-fueled self-service options. • 49% of customers say technologies like AI and ChatGPT scare them. • 51% of customers have received wrong or incorrect information from an AI self-service bot.
Marketers underestimate how loyal customers are and don’t understand what drives their loyalty

3 weeks ago | customerthink.com | Adrian Swinscoe

In December of last year, as part of my annual predictions piece, I wrote that many consumers have faced a tough time economically over the last few years and that the situation in 2025 was set to persist. We are now just over a third of the way through 2025, and it’s fair to say that, regardless of where you are in the world, the average consumer is still under pressure and is becoming increasingly discerning about what to spend their money on and with whom.
Six Ways to Measure the ROI of Agentic AI Investments

3 weeks ago | customerthink.com | Thomas Wieberneit

In the past weeks, I have done some research on the value generated by agentic AI. The results are, frankly, quite shocking and reminiscent of the early days of customer experience (CX): Poor or no measurement of how an agentic AI implementation supports overall goals and which departments are affected.