Have you heard the maxim that it costs less to retain an existing customer than to acquire a new one? It turns out that customer acquisition is just the start. The future will be all about building customer friendships that create loyalty and turn customers into advocates. In this episode, Mads Fosselius, CEO of Dixa, and Benoit Gagnon, CEO of Miuros, talk with Erik about their recent merger and what it means for the future of customer service. Tune in for a look at how the effortless trinity of agent-centered, data-driven, and automated customer service is changing the way companies build and value customer relationships. In this episode, you’ll learn... • ...how the future will take companies beyond customer retention into building customer friendships • ...why enabling effortless conversations across multiple platforms matters • ...how businesses can use a combination of smart people and smart technology to empower their whole team, from managers to agents • ...how Dixa, Miuros, and Solvemate are working to help companies create truly effortless customer experiences 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Mads Fosselius, CEO & Co-founder of Dixa - https://www.linkedin.com/in/madsfosselius 👤 Guest: Benoit Gagnon, CEO of miuros - https://www.linkedin.com/in/benoitgagnon/ __________________________ ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. – https://www.solvemate.com/en/ __________________________ ||||| LINKS ||||| 🚨 Download our “Beginner’s Guide to Customer Service Chatbots”: https://in.solvemate.com/en/guide-beginner-customer-service-chatbot 🚨 Download our guide on “How to Create a Customer Service Funnel”: https://in.solvemate.com/en/guide-customer-service-funnel __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 03:16 | How does Dixa prepare for the future of customer service? from 09:15 | The Conversational Age from 16:05 | Why are customer service agents currently undervalued? from 19:39 | How will the industry change in the next 5 years? __________________________ ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com

When we think of design, we often think of product design. But have you thought recently about service design? Good service design goes beyond customer satisfaction and into building strong customer relationships that are good for both customers and employees. A carefully designed customer experience can make a company more efficient, while boosting customer and employee happiness too. In this episode you’ll learn about the importance of service design, and why companies these days need to compete not on getting a good share of the customer’s wallet, but a good share of the customer’s time and care. In this episode, you’ll learn... • …what is service design and why does it matter • …why companies need to remember that even if they automate parts of their customer service process, the experience is still a fully human one • …that customers are the only ones that can see the customer experience from the customer’s viewpoint, and how this makes them co-creators of service design • …why companies need to understand that customer service doesn’t begin and end at the edges of the computer or phone screen. It covers the entire customer journey from the first query or search • …the importance of not just stepping into the customer’s shoes, but also understanding the context around their service interactions and their use of a product • …how a deeper understanding of customer needs builds stronger relationships, helps a company be more efficient, and boosts employee happiness too • …how the pandemic changed the way customers interact with companies • …why customer service is not a cost, but in fact an opportunity to engage, learn and improve • …why the future of service design lies in how we serve each other, together 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Stefan Moritz, Senior Expert at McKinsey Design – https://se.linkedin.com/in/stefanmoritz __________________________ ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. – https://www.solvemate.com/en/ __________________________ ||||| LINKS ||||| 🚨 Download our “Beginner’s Guide to Customer Service Chatbots”: https://in.solvemate.com/en/guide-beginner-customer-service-chatbot 🚨 Download our guide on “How to Create a Customer Service Funnel”: https://in.solvemate.com/en/guide-customer-service-funnel __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 05:08 | Outsourcing services? from 11:11 | How software defines the customer experience from 16:12 | Why are Start-Ups too product focused? from 23:19 | How Covid changed service design __________________________ ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com

| As mentioned in earlier episodes, Solvemate was acquired in March 2021 by Dixa, the all-in-one, intelligent customer service platform. With the objective of joining forces and keeping on delivering high-quality content with top-notch guests, future podcasts will be hosted by Dixa. In his last episode as host, Erik Pfannmöller goes over the key learnings processed and retained while discussing with customer service thought leaders over the past two and a half years.In this episode you'll learn...• Why customer service should be at the heart of any business strategy • What are the key customer service KPIs to follow • How empathy is a core driver in customer service • How to wisely choose a CRM system and smartly implement it • What does it mean to build an international multi-language team with country-specific standardized answers based on cultural differences • Why there should be an overarching goal between Marketing and customer service • How to shift your customer service to remote and still deliver a stellar service experience • How to develop long-term thinking in a crisis and why proactive, clear, and transparent communication with customers is key • What is value-oriented communication and why you should focus on the long-term oriented customer relationship.“The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. __________________________ PEOPLE 👤 Erik Pfannmöller, CEO & Founder Solvemate __________________________ LINKS 🚨 [Download our “Beginner’s Guide to Customer Service Chatbots”](https://in.solvemate.com/en/guide-beginner-customer-service-chatbot) 🚨 [Download our guide on “How to Create a Customer Service Funnel”](https://in.solvemate.com/en/guide-customer-service-funnel) __________________________ABOUT SOLVEMATE🤖 [Solvemate]() enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. __________________________ CHAPTER(00:00:00) Introduction to the topic   (00:02:44) Episode 1-6   (00:07:17) Episode 7-10   (00:12:09) Episode 11-18   (00:18:38) Episode 19-24   (00:23:57) Episode 25-32 __________________________ MORE INFORMATIONTo learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit [www.solvemate.com](http://www.solvemate.com/)

The CX world is changing and getting ever more demanding. Is your company able to meet your customers expectations with the right support tech stack? In this episode, Erik Pfannmöller talks to Alexa Seefeldt, Enterprise Partner Sales Manager at Zendesk, about the latest CX trends and they get hooked on one in particular: The digital tipping point. Many companies faced this point of no return last year due to the global pandemic. In their Customer Experience Trends Report 2021, Zendesk found out that 75% of decision makers say COVID has accelerated adoption of digital tech. This was also because 64% of customers started using a new customer service channel, such as WhatsApp and Facebook Messenger. 2020 was a true ‘make-or-break’ moment for most companies and those who were able to adapt quickly (and adopt new technologies) are the ones that will continue to deliver great customer experiences. In this episode, you’ll learn... • ...What a digital tipping point is • ...Why customers shifting to digital channels have caused a huge spike in service tickets • ...How the digital tipping point has accelerated from being a long process into becoming a matter of days in 2020 • ...Why digitalization should come with an ease of use and not create frustrating customer experiences 👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Alexa Seefeld, Zendesk Enterprise Partner Sales Manager, Central and BeNeLux/Nordics https://www.linkedin.com/in/alexa-seefeldt-9b525044/ __________________________ ||||| SPONSORS ||||| 🔥 Salesupply – Call centre specialised in e-commerce: www.digitalkompakt.de/callcenter 🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/ 🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner This episode of Innovate or Die is produced in partnership with Zendesk: https://www.digitalkompakt.de/produktion/ __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 04:13 | How working with Zendesk changed during Covid from 16:59 | Digital tipping point = Process? from 18:51 | Remains the new or comes the old from 20:08 | German customer experience journey from 22:33 | Biggest challenges for companies from 24:26 | Tipps and examples from 30:48 | Farewell __________________________ ||||| US ||||| 💛 More great things from us: https://linktr.ee/dkompakt

To outsource or not to outsource? This is the question for many businesses, especially when you’re growing and internationalizing. For Henning Heesen, co-founder of Salesupply, the answer is a clear yes to outsourcing your customer service. He talks to Erik Pfannmöller about how outsourced call centers deliver a great service experience by creating a personal and emotional connection with the customer – no matter the language. Thinking about outsourcing, the first argument for it is always saving costs, but in Hennings opinion it should be all about providing better quality. You’ll learn: • …how Salesupply became a eCommerce fulfilment and call center success story • …why having local people with local knowledge is essential for local success • …how to overcome the challenge of internationalization in eCommerce • …why a product complaint is a chance to win a customer over for a lifetime 👉 „The Art of Customer Service“ ist ein Podcast von digital kompakt: Du wirst verbunden... Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, KI-Experte und Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Henning Heesen, Co-Founder Salesupply - https://www.linkedin.com/in/henningheesen/ __________________________ ||||| SPONSORS ||||| 🔥 MessengerPeople Playbook – Conversational Commerce Playbook: www.digitalkompakt.de/messenger 🔥 myToys Group Partnerprogramm – Online platform for family shopping: www.digitalkompakt.de/mytoys 🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/ 🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 05:14 | How does Salesupply fit into the outsourcing market? from 09:33 | From ouch to wow from 16:45 | What makes the combination of customer service and logistics unique? from 20:12 | Outsourcing vs. In-house __________________________ ||||| US ||||| 💛 More great things from us: https://linktr.ee/dkompakt

Back in the 1990s, BT (formerly British Telecom) was already designing and evaluating the deployment of artificial intelligence in contact centers. Part of their project team was Dr Nicola Millard, a social scientist and now Principal Innovation Partner, Enterprise CTIO at BT. In this episode of „The Art of Customer Service“ Erik Pfannmöller and Nicola discuss the importance and challenges of technology adoption, the missing communities of coping during remote work and the move from on premise to cloud. In this episode, you’ll learn... • How BT pursues innovation in digital workplaces and customer experience • What drives people to use technology, especially in a contact center context • How psychology can be applied to improve technology usage in contact centers • Why the contact center industry until recently has been very reluctant to embrace change, like working from home 👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Nicola Millard, Principal Innovation Partner at British Telecom - https://www.linkedin.com/in/nmillard/ __________________________ ||||| SPONSORS ||||| 🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/ 🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 07:58 I What drives people to use technology? from 12:56 I What innovations have shaped the contact center industry? from 19:45 I The future of talking from 26:12 I How will the customer experience change in the next 5 years? __________________________ ||||| US ||||| 💛 More great things from us: https://linktr.ee/dkompakt

“Every feedback is a gift”. This is how Cindy Engelmann, Customer & Partner Experience Manager at Microsoft Germany, sees customer feedback. But how do you decide which feedback to act on, how do you share it with other teams and lastly: how do you close the loop with your customer after processing their feedback internally? In this episode, Erik discusses the value of feedback with Cindy, looking at how Microsoft incorporates it in their company culture and how this adds to the overall customer experience. In this episode, you’ll learn... ● … about Microsoft’s five principles for great customer experience ● … why customer experience is about anticipating the unsaid needs of customers ● … how Microsoft is using a satisfaction predictor software to check in on their customer’s current state and take actions ● … why Microsoft pursues a learn-it-all culture and feedback-driven mindset 👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Cindy Engelmann, Customer & Partner Experience Manager at Mircrosoft -- https://www.linkedin.com/in/cindy-engelmann/ __________________________ ||||| SPONSORS ||||| 🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/ 🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 03:20 | How to define great customer experience from 07:38 | The importance of customer experience from 12:20 | Customer Feedback Analysis from 19:57 | How to distinguish valuable from invaluable feedback from 26:06 | Good and bad feedback: what to look out for from 31:28 | The most valuable feedback __________________________ ||||| US ||||| 💛 More great things from us: https://linktr.ee/dkompakt

What is conversational service and why is it increasingly becoming more and more important? For Matthias Goehler, CTO EMEA at Zendesk, it is all about creating a long-term engagement between a company and their customers on an ongoing basis. So it is not just about opening and closing tickets whenever a customer problem arises, but more so that the conversation should go on beyond this single inquiry. And keep in mind: it even started before. This is why it is crucial to include messaging in a company’s overall set of channels of engagement. With messaging (unlike with live chat) the conversation is not lost after the chat is closed, but it can be picked up again at any time which makes it easier and more convenient for both customers and agents. In this episode, you’ll learn… • …how Zendesk helps companies to master all contact channels and provide an unified agent experience • …how many companies believe that modern channels like social media, chat and video will become the go-to contact method in the next 2-3 years • …what the biggest difference between a conversation on a messenger and on a live chat is • …why more and more customers are starting a conversation with companies via messenger platforms, like WhatsApp 👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Matthias Goehler, Customer Experience Leader - Chief Technology Officer, EMEA - Zendesk – https://www.linkedin.com/in/matthiasgoehler/ __________________________ ||||| SPONSORS ||||| 🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/ 🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 01:38 | The excitement of customer service from 04:19 | (Bad) expamples of customer service from 07:29 | Conversational Service & messaging from 13:55 | Uniformity & contextualization from 17:53 | Best base for sales & service from 21:16 | Improving customer service/role of AI from 29:26 | Tickets and answering requests __________________________ ||||| US ||||| 💛 More great things from us: https://linktr.ee/dkompakt

Katie Stabler turned her deep passion for customer care into a profession: As a Certified Customer Experience Professional (CCXP), she founded her own consultancy “Cultivate” in 2020. In this episode, she discusses with Erik Pfannmöller the most important CX trends for 2022. They touch upon the CX differences between small businesses and large companies, between B2C and B2B as well as various industries, but in the end it all comes down to making CX a priority. In this episode, you’ll learn... • the top 4 CX trends for 2022 • why customer experience is more impactful in some industries than others, but not less important • how to keep a small business CX mentality while scaling • why time is the new gold in our “Netflix world” 👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Katie Stabler: CCXP, Epic Customer Experience for Industry Disruptors – https://uk.linkedin.com/in/katie-stabler-ccxp __________________________ ||||| SPONSORS ||||| 🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/ 🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 09:08 | How CX could change after the pandemic from 12:28 | How to create a better CX from 16:38 | B2B & B2C CX from 20:15 | Time is the new gold from 24:59 | Standing out of the crowd from 33:27 | Summary __________________________ ||||| US ||||| 💛 More great things from us: https://linktr.ee/dkompakt

Have you ever been yelled at by a customer? Probably. Encountering frustrated customers cannot be avoided when working in service and trying to solve their problems day in and out. But there is a better way of dealing with it. The answer to that is mind-hacking for positivity and Lara Khouri knows how to do this. She is leading her own CX consultancy, There Is No Spoon, and co-founded Women in CX. In this episode, Lara discusses with Erik her top 6 tips and tricks for a more positive mindset at work (and in life), but also goes through which things to avoid at any cost because they do not serve you even if you think they do. In this episode, you’ll learn… 1) …What the first Matrix movie has to do with customer experience 2) …Why today’s customers are already so frustrated when they call customer service 3) …How to feel like superman after a bad phone call 4) …How to create emotional and mental resilience as a customer service representative 5) …Why mind-hacking is no rocket science, but a super simple tool accessible to everyone 6) …How to pay it forward by giving a positive experience to your customers and colleagues 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Lara Khouri, founder at there is no spoon – https://ae.linkedin.com/in/larakhouri __________________________ ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. – https://www.solvemate.com/en/ __________________________ ||||| LINKS ||||| 🚨 Download our “Beginner’s Guide to Customer Service Chatbots” 🚨 Download our guide on “How to Create a Customer Service Funnel” __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 10:13 | 6 tips to get into a positive mindset when facing customers: tip nr. 1 from 14:25 | Tip nr. 2: Smile! from 15:43 | Tip nr. 3: take a deep breath from 19:30 | Tip nr. 4: Mind hacking with apps from 21:20 | Tip nr. 5: Movement from 23:36 | Tip nr. 6: Shake it off from 27:25 | Things to avoid to get into a negative mindset from 33:22 | Avoid overthinking __________________________ ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com

Are you trying to find customers for your products or products for your customers? This episode’s guest, Annette Franz, is a Certified Customer Experience Professional (CCXP), author of “Understanding Customers” and founder of CX Journey, a customer experience strategy consulting firm. Annette joins Erik to discuss her latest book, “Built to Win” that uncovers the why, how and what to do in order to build a customer-centric culture that can help your company win. In this episode, you’ll learn... • …why it’s important to know who your customers and what problems are you trying to solve for them • …how to Listen - Feedback and Data • …how to Characterize - Building Personas • …how to Empathize - Journey Mapping 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Annette Franz, Author / Founder & CEO of CX Journey Inc. - https://www.linkedin.com/in/annette-franz/ __________________________ ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. – https://www.solvemate.com/en/ __________________________ ||||| LINKS ||||| 🚨Annette Franz - Built To Win 🚨 Download our “Beginner’s Guide to Customer Service Chatbots” 🚨 Download our guide on “How to Create a Customer Service Funnel” __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 05:36 | How can companies understand their customers? from 08:31 | Personas from 13:40 | Empathising with customers from 18:31 | What’s the problem with customer journeys? __________________________ ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com

Companies need to strike a balance between strategic business objectives and the customer’s experience. Learn what it means to create intentional, not accidental, customer experiences that could create the raving fans every company aspires to have. This episode’s guest, Ian Golding, author of Customer What? The honest and practical guide to customer experience, shares with Erik his passion and insights into what it takes to make create intentional customer experiences in a sustainable way. In this episode, you’ll learn… ● …why most companies haven’t understood the importance of CX ● …the emotional element of CX - good, bad or none ● …why so many leaders don’t understand the importance of CX ● …how worrying about shareholder value is mistakenly holding customer service back ● …how to create a customer experience leadership mindset ● …the hidden role of employees in customer experience ● …what is the customer service chain ● …making CX intentional, avoid the accidental experience ● …how a framework can help make CX sustainable 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Ian Golding, CEO and Founder, Customer Experience Consultancy Ltd – https://www.linkedin.com/in/iangolding/ __________________________ ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. – https://www.solvemate.com/en/ __________________________ ||||| LINKS ||||| 🚨 Download our “Beginner’s Guide to Customer Service Chatbots” 🚨 Download our guide on “How to Create a Customer Service Funnel” __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 03:07 | Ians experiences of CX from 08:03 | Overcoming resistance from 12:43 | CX at the example of Amazon and Apple from 18:37 | The shareholders dilemma from 26:21 | Getting a better view on CX from 34:19 | Making CX intentional __________________________ ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com

Companies today still spend a lot of time and effort on acquiring new customers but often forget the importance of the post sale experience. This episode’s guest, Alex Farmer, VP of Customer Success at Cognite and founder of Customer Success Excellence, the world’s first awards ceremony dedicated to the customer service profession, and named a 2021 Top 25 Customer Success influencers by SuccessHacker, shares with Erik a fresh perspective on how to create a frictionless post-sales experience. From building and using the power of the customer community to using technology in new ways to deliver a 1:1 experience at scale, discover some great new ways to create a frictionless customer experience. In this episode, you’ll learn... • why a frictionless experience is so important post sale • the real difference between customer service and customer success - proactiveness vs reactiveness • the rise of customer communities and all the ways they can improve the customer service experience • why customer experience should not be a department - it’s just a gap filler for a broken view of the 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Alex Farmer, VP of Customer Success at Cognite - https://www.linkedin.com/in/alexanderfarmer/ __________________________ ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. – https://www.solvemate.com/en/ __________________________ ||||| LINKS ||||| 🚨 Download our “Beginner’s Guide to Customer Service Chatbots”: https://in.solvemate.com/en/guide-beginner-customer-service-chatbot 🚨 Download our guide on “How to Create a Customer Service Funnel”: https://in.solvemate.com/en/guide-customer-service-funnel __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 04:58 | Customer service, customer success & customer experience from 08:53 | How do you create a „frictionless experience“? from 15:12 | Frictionless experience & community from 18:32 | Micro-Targeting of individual users from 26:34 | How to operationalise checklists with customers? __________________________ ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com

„Ich möchte sofort den Vorgesetzten sprechen“, fällt dieser Satz ist das Servicegespräch schon weit eskaliert. Problematische Kunden und Dialoge erfordern von den ServicemitarbeiterInnen emotionale Kompetenz und oft ein dickes Fell. Zusätzlich sollten Unternehmen einen Strategieplan bereithalten, um die Service Agenten optimal auf den Ernstfall vorzubereiten. Erik und Customer Care Experte Gregor Moss haben in dieser Folge einige Learnings, wie aus schwierigen Kunden Multiplikatoren werden und welche Strategien dabei helfen. Du erfährst... 1)…was im CS unter Eskalation zu verstehen ist 2)…welche Eskalationsstufen es gibt 3)…Strategien im Umgang mit Eskalationen 4)…weshalb schwierige Kunden Gold wert sind 👉 "The Art of Customer Service” ist ein Podcast von digital kompakt: die erste Adresse für alle, die ihren Kunden erstklassigen Service bieten möchten. Praktiker aus der Digitalwirtschaft verraten, was guten Kundenservice auszeichnet und welche Tools bei ihnen zum Einsatz kommen. __________________________ ||||| PERSONEN ||||| 🗣 Moderation: Erik Pfannmöller, KI-Experte & Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Gregor Moss Head of Customer Care DACH bei Sendinblue — https://www.linkedin.com/in/gregor-moss-95a88838/ __________________________ ||||| SPONSOREN ||||| 🔥 Zendesk – Kundeninteraktionsplattform für Custer Service: www.digitalkompakt.de/zendesk 🔥 Twill – Digitaler Frachtlogistikservice: www.digitalkompakt.de/twill 🔥 Übersicht aller Sponsoren: www.digitalkompakt.de/sponsoren/ __________________________ ||||| KAPITEL ||||| ab: 00:00 | Vorstellung und Einführung ins Thema ab: 05:44 | Was ist eine Eskalation? ab: 10:11 | Service Agents coachen und vorbereiten ab: 14:47 | Praxisbeispiele: Umgang mit Eskalation ab: 19:26 | ROI von Eskalationsstrategien ab: 27:08 | Private vs. public: verschiedene Kanäle ab: 32:47 | Feedback als Innovationstreiber verstehen 👉 digital kompakt auf Patreon: https://www.patreon.com/dkompakt __________________________ ||||| WIR ||||| 💛 Mehr tolle Sachen von uns: https://linktr.ee/dkompakt

Kundenservice kostet Geld, lohnt sich das überhaupt? Kerstin von Pape, Vice President Customer Excellence bei freenet, sagt ganz klar: ja. Im Gespräch mit Erik geht sie auf die verschiedenen Channel ein, wie Kunden optimal erreicht werden und zeigt, wie die Prozesse optimiert werden können. Du erfährst… 1) …wie freenet sein Customer Service Team zusammensetzt 2) …was Customer Excellence heißt 3) …wie Customer Excellence erreicht werden kann 4) …warum und wann Kundenservice profitabel ist 👉 „The Art of Customer Servic“e ist ein Podcast von digital kompakt: Du wirst verbunden... Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum. __________________________ ||||| PERSONEN ||||| 🗣 Moderation: Erik Pfannmöller, KI-Experte und Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Kerstin von Pape, Vice President Customer Excellence freenet – https://www.linkedin.com/in/kerstin-pape-806a539/ __________________________ ||||| SPONSOREN ||||| 🔥 SevDesk — Buchhaltung einfach selber machen www.sevdesk.de/digitalkompakt (100 % auf die ersten sechs Monate) 🔥 Twill – Digitaler Frachtlogistikservice: www.digitalkompakt.de/twill 🔥 Übersicht aller Sponsoren: www.digitalkompakt.de/sponsoren/ __________________________ ||||| KAPITEL ||||| ab 00:00 | Vorstellung und Einführung in das Thema ab 05:13 | Servicekanäle für den Service ab 09:47 | Kosten vs Kundenzufriedenheit ab 10:55 | Welchen Kanal für welchen use case ? ab 16:30 | KPis: wie lässt sich Zufriedenheit messsen? ab 22:03 | Customer Excellence durch optimierte Prozesse ab 27:09 | So optimierst Du Deine CS Prozesse 👉 digital kompakt auf Patreon: https://www.patreon.com/dkompakt __________________________ ||||| WIR ||||| 💛 Mehr tolle Sachen von uns: https://linktr.ee/dkompakt

Verglichen mit Entwicklern und Managern werden Kundenservice-Mitarbeiter leicht als notwendige Dreingabe abgestempelt. Ein Fehler, findet Romy von Roeder, VP People bei TIER Mobility. In diesem Podcast erklärt sie, warum der Kundenservice im Zentrum der Unternehmensführung stehen sollte und warum jeder Mitarbeiter von Erfahrungen als Kundenservice-Agent profitieren kann. Du erfährst… 1) …was du von der Kunden-Interaktion lernen kannst 2) …wieso die meisten Mitarbeiter Kundenservice-Erfahrung sammeln sollten 3) …welche Eigenschaften ein Kundenservice-Agent haben sollte 4) …worauf du beim Hiring von Agenten achten musst 👉 „The Art of Customer Service“ ist ein Podcast von digital kompakt: Du wirst verbunden... Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum. __________________________ ||||| PERSONEN ||||| 🗣 Moderation: Erik Pfannmöller, KI-Experte und Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Romy von Roeder, VP People bei TIER Mobility - https://de.linkedin.com/in/romyvonroeder __________________________ ||||| SPONSOREN ||||| 🔥MBzwo – Designmöbel nach Maß: www.digitalkompakt.de/mbzwo 🔥 SevDesk — Buchhaltung einfach selber machen: www.digitalkompakt.de/buchhaltung (100 % auf die ersten drei Monate. Code: DK100) 🔥 Übersicht aller Sponsoren: www.digitalkompakt.de/sponsoren/ __________________________ ||||| KAPITEL ||||| ab 00:00 | Vorstellung und Einführung ins Thema ab 03:01 | Was macht einem Kundenservice-Agenten aus? ab 09:11 | Mitarbeiter-Zufriedenheit vs Effizienz-Zahlen ab 12:05 | Wie kann das Unternehmen Agenten unterstützen? ab 18:32 | Customer Service Shadowing 👉 digital kompakt auf Patreon: https://www.patreon.com/dkompakt __________________________ ||||| WIR ||||| 💛 Mehr tolle Sachen von uns: https://linktr.ee/dkompakt

Jens Leucke ist zu Gast bei Solvemate-Gründer Erik Pfannmöller. Jens ist Country Manager für die DACH Region bei Freshworks und der richtige Ansprechpartner, wenn es um die Automatisierung von Kundenservice geht. Unsere beiden Experten sprechen darüber, welche Vorteile von Chatbots und welche Best Practices es bei der Einführung bei der Arbeit mit und am Chatbot zu beachten gilt. Dabei betrachten sie 5 Mythen, die rund um Chatbots kursieren und erörtern ihren Wahrheitsgehalt. Du erfährst… 1) …von Experten, was guten Kundenservice eigentlich ausmacht 2) …mit welchen Tools du deinen Kunden eine optimale Service-Experience lieferst 3) …was Fakten sind, und was sind nur Gerüchte rund um Chatbots 4) …verschiedene Usecases von Chatbots 👉 „The Art of Customer Servic“e ist ein Podcast von digital kompakt: Du wirst verbunden... Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum. __________________________ ||||| PERSONEN ||||| 🗣 Moderation: Erik Pfannmöller, KI-Experte und Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤Gast: Jens Leucke, Country Manager für die DACH Region bei Freshworks - https://www.linkedin.com/in/jens-leucke/?originalSubdomain=de __________________________ ||||| SPONSOREN ||||| 🔥 SevDesk — Buchhaltung einfach selber machen: www.digitalkompakt.de/buchhaltung (100 % auf die ersten drei Monate. Code: DK100) 🔥 Sendinblue – digitale Marketing Plattform: https://www.digitalkompakt.de/blue (mit Gutscheincode "digitalkompakt" im Wert von 49 Euro registrieren) 🔥 Übersicht aller Sponsoren: www.digitalkompakt.de/sponsoren/ __________________________ ||||| KAPITEL ||||| ab 00:00 | Vorstellung und Einführung ins Thema ab 08:33 | Verschiedene Usecases von Chatbots ab 12:29 | Von der Idee zum Launch eines Chatbots ab 17:18 | Welche Ressourcen du zum Betrieb eines Chatbots benötigst ab 22:53 | Empathie oder Technologie? ab 27:33 | Wird der Chatbot den Agenten ersetzen? ab 37:19 | Wie sich die Entwicklung von Chatbots in Zukunft gestalten wird 👉 digital kompakt auf Patreon: https://www.patreon.com/dkompakt __________________________ ||||| WIR ||||| 💛 Mehr tolle Sachen von uns: https://linktr.ee/dkompakt

Esteban Kolsky, Head of Product (SAP CX Customer Service and Sales), knows customer service from top to bottom - from B2C to B2B. Talking to Erik Pfannmöller in this episode, they take a deep dive into the relation of both approaches and what it takes to deliver the right solution matched to your customers’ expectations. In the end it is all about personalization, speed and efficiency. In this episode, you’ll learn... 1) …how SAP developed its B2B customer service strategy and builds its B2C service tools 2) …how the structures of B2B and B2C customer service differ and what they have in common 3) …how key account management has evolved into B2B customer service using B2C tools 4) …which insights from B2B customer service help to improve your B2C customer service 👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Esteban Kolsky, Head of Strategy, CX and Head of Product, SAP CX Customer Service and Sales at SAP - https://www.linkedin.com/in/estebankolsky/ __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 04:35 | What is the structural difference between B2B and B2C customer service? from 06:35 | How to reconcile B2B and B2C customer service from 12:29 | B2C software taking over B2B customer service from 16:54 | Personalized digital customer service from 22:39 | Customer service channels from 25:55 | Latency expectations 👉 digital kompakt on Patreon: https://www.patreon.com/dkompakt __________________________ ||||| US ||||| 💛 More great things from us: https://linktr.ee/dkompakt

Sophia Kuhl, managing director at HHL DIGITAL SPACE, a start-up incubator for digital business models, has worked for tech giants such as IBM and Amazon Web Services (AWS). Talking to Erik Pfannmöller in this episode, they discuss why companies have to be obsessed with their customers to be successful and how to achieve such a culture. Sophia highlights that this is a team effort and a company needs to create a holistic strategy, yet customer service is the most important part of it. In this episode, you’ll learn... 1) ...why you have to put the customer first even if that means that you have to sacrifice other important things 2) ...why you can only become successful as a business when your customers are successful 3) ...why customer success needs to be a cross-departmental team effort 4) ...why the go-to-market strategy should be customer-centric and not product-centric 👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Sophia Kuhl, Managing Director at HHL DIGITAL SPACE – https://www.linkedin.com/in/sophia-kuhl __________________________ ||||| SPONSORS ||||| 🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/ 🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 04:34 | Long term orientation of companies from 11:12 | It's about making customers happy from 18:03 | How important feedback is, when it comes to better customer service from 27:48 | Using tools like Social Media to handle feedback from 32:25 | Being customer obsessed 👉 digital kompakt on Patreon: https://www.patreon.com/dkompakt __________________________ ||||| US ||||| 💛 More great things from us: https://linktr.ee/dkompakt

It’s been a year now that most companies have gone remote due to the global pandemic. How did this affect working in customer service? It’s not a typical anniversary and not a reason to celebrate, but a lot has changed in the past year when people were forced to stay at home due to the global pandemic. In this episode, Julien Rio, CX expert and Marketing Director at RingCentral, and Erik Pfannmöller have a retrospective discussion on how this event has transformed the employee experience and the way companies work. In this episode, you’ll learn... 1) …how RingCentral manages to work remotely using their own tools 2) …why work from home will turn into work from anywhere and companies will switch to a hybrid model 3) …how to work with a distributed team, build trust and empower employees 4) …how automation and remote work will change the way agents work in the future 👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Julien Rio, Senior Director of Marketing at RingCentral – https://www.linkedin.com/in/julienrio/ __________________________ ||||| SPONSORS ||||| 🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/ 🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 04:25 | How has work changed over the past year for RingCentral? from 07:28 | Are on-premise systems a thing of the past? from 12:59 | How do you build a sustainable remote work environment? from 20:00 | In what way will the work of agents change? from 25:27 | What role will automation play? 👉 digital kompakt on Patreon: https://www.patreon.com/dkompakt __________________________ ||||| US ||||| 💛 More great things from us: https://linktr.ee/dkompakt