thomas.wieberneit@aheadcrm.co.nz
How to add more Punk to CX

How to add more Punk to CX

With our guest Adrian Swinscoe the CRMKonvos team walked the line between Punk and CX, discuss what they have in common. Adrian is the author of Punk CX, a book that he is not ashamed to admit was conceived after having a drink or two. Punk is a reaction to the attempt at perfection and an obsession towards technical skill that are a hallmark of Prog Rock. Prog Rock simply appeared overblown. Punk, in contrast, is not about perfection. Instead it is about doing, getting started, with corners and edges. In this sense, Adrian is a punk of CX, and his book is absolutely readable, with quite some food for thought. It is DiY style, just as punk is. But how does this apply to CX? Find out punk style. Watch this great CRMKonvos episode. Of course, we didn’t just stick to this but also looked into what are similarities and differences between CX in the US and Europe, and so much more, including the future and microphone...
Salesforce, Slack, Facebook, Kustomer – the big epiphany

Salesforce, Slack, Facebook, Kustomer – the big epiphany

In the last few days two really interesting acquisitions caught my eye. The obvious one that hardly could be missed, is Slack being acquired by Salesforce for a whopping $27.7 bn, which, to put it into perspective, is $2.2 bn more than Salesforce forecasts as its revenue for the upcoming fiscal year. The other interesting acquisition is social network behemoth Facebook plucking up Kustomer, a five-year-old company with origins in customer service. What is interesting about Kustomer is that the company promotes managing customer service from the customer (hence the name) angle and not coming from the ticket as the main entity. Kustomer has since positioned itself more into the CRM area, but still with a focus on service “CRM for customer service” and also implemented an AI to help with routing and the end-to-end handling of (simple) cases by chat bots. Digging a little further, one can find that Snapchat also recently acquired voca.ai, another tech company that specializes in serving natural, human-like conversations. Salesforce acquires Slack I have already covered the acquisition of Slack by Salesforce, and so have many other analysts. Thinking a little longer about it, yes, Slack gives Salesforce capabilities that so far only Microsoft can offer, albeit the balance of Salesforce’s productivity suite (acquired with Quip) is no match for Microsoft Office. Using both, MS Teams and Slack, I think that, with all its deficiencies, MS Teams has functional advantages over Slack. And it comes as part of MS 365 (formerly known as MS Office). On the other hand, Slack as part of Salesforce is giving Salesforce customers that are not yet committed...
CX, communications platforms and what’s great next year

CX, communications platforms and what’s great next year

This time, we welcomed Michael Fauscette in our virtual, distributed studio. With him we discussed what will become 2021 trends, looked at his views on the best and worst buzzwords on the market, the role of CDPs and rather communications platforms and what an actually usable AI could be. Michael is a renowned analyst and author, with more than 20 years of experience in and around the CRM industry. He is the Chief Research Officer at G2, an analyst firm that bases that serves companies small to enterprise and that is unique in a sense that its analyses are based on customer feedback. Given that, our discussion of course touched his upcoming book (which sounds like it will be very readable) and the role of analysts — whether they are serving their purpose well and what could be improved. Us being all about CX, the meaning of CX cannot be forgotten. Did you always want to know what a business communications platform is and never dared to ask? Well, Michael has a good answer for you. And then there is photography. As usual – it is a conversation and might lead different directions. Did it? You find out!...
CRMKonvos – Mitch Lieberman on CX, CDP and Conversational Excellence beyondCXM

CRMKonvos – Mitch Lieberman on CX, CDP and Conversational Excellence beyondCXM

During this episode we talked with Mitch Lieberman who has quite some experience in the CRM industry, on the vendor- and analyst side. He was with Epiphany, Sugar, and with G2, to name but a few.He has the insight and the sharp mind that makes this conversation particularly interesting, without me diminishing the other ones, though.Mitch certainly got our grey matter into high gear during our conversation that started with CX, went into a solid discussion of the value (what is it?) of Customer Data Platforms, CDP, on to conversational systems – and back. Btw, what is a CDP? Let Mitch provide his interesting view.We learned a lot.You can, too.This conversation is in English, apart from a few minutes at the beginning and the...