thomas.wieberneit@aheadcrm.co.nz
How trust is the foundation of the data driven supply chain

How trust is the foundation of the data driven supply chain

In the course of the last year or three, I have written a few times about the supply chain and how it affects the customer experience, sometimes badly so. In my last article ‘the impact of the supply chain on the customer experience’, I explained some of the issues and laid out a couple of high level solutions. Let me elaborate a little on what I wrote then. Of course, there are challenges in two main areas: The demand sideThe supply side The customer expectations are quite simple: A customer expects that things just work, that the vendor, and information given by the vendor, is reliable, accurate and comes timely; that deliveries after order are coming reasonably fast and that there is transparency about the order and delivery status. This is all quite abstract, so let us fill this with life. An example to the contrary goes as follows: You buy something, e.g., some whiteware, from a brand with a very high reputation; you are asked for upfront payment (several thousand dollar, remember, high reputation), get an approximate delivery date two months out – along with a warning that there may be a delay of a month or so. So far, so good. I could live with that although even the two months should be explained … Now, imagine that one month into the wait time you get an e-mail notifying you about a changed delivery date, pushing it out by a month. Well, not nice, but also not out of the range of expectations. After all you got told so. However, the next month you get a similar...
A look beyond the hype –  and some humble wishes

A look beyond the hype – and some humble wishes

It is the end of 2021 and I do not have anything better in mind than writing a last post for the year. So let’s do it. There have been some terms that were used more than others with some of them actually being quite hyped. Some of them for the right reasons, some of them for the wrong ones. My favorites of these terms include in no particular order: MetaverseNFT (non-fungible token)RPA or robotic process automationHyper personalizationHyper automationCustomer Journey OrchestrationLow code / No codeArtificial intelligence / machine learning Hyper personalization I already did a short video that expresses my thoughts on hyperpersonalization. You cannot really avoid the term when browsing the web with anything related to CX in mind. Back in the day, what is now called hyper personalization was called one-to-one marketing. This was in the eighties. The problem was that we didn’t have the technology nor the computing power to technically implement a contextually relevant 1:1 approach at scale and in real time. That’s why we worked with segments.  Now we have the technology and computing power to address individuals contextually relevant in real time, nearly regardless of the size of the audience. Technologically, this is quite amazing, and if used consciously is of great benefit for customers and prospects.  But there is nothing “hyper” about it. It is still personalization, maybe individualization.  My wish for 2022: Let’s do away with the hyperbole before we start to desperately look for the next hyperlative – or should I call it ultralative? Robotic process automation No doubt, RPA is an important technology. It provides a fast and easy – maybe too fast...
Customer Service is a changing – finding the logic in support

Customer Service is a changing – finding the logic in support

Customer service is in the middle of a transition. Not only is technology capable of doing far more than it was, say, ten years ago, but also are customers expecting far more. That has a consequence for businesses. Automation and conversational AI are one thing. These technologies already help companies serving their customers more effectively, efficiently, and the customers way.  But this is not enough! The same technologies that allow this, allow it for every company. Which means that one needs to elevate the game.  How this elevation can happen using unstructured data to improve the customers’ service experiences by e.g. leveraging unstructured data to avoid escalations is something that Martin Schneider of SupportLogic has good and very interesting stories to tell about. He argues that systems must become more intelligent and that purpose built AI is the way ahead, of course fuelled by the demands and learnings of Pandemic times. In a nutshell he says: For years, people wer not harnessing the insights inside the unstructured data inside support interactions. Today we have the power to do so – in a sense, finding the logic and the trends etc. in support interactions that help guide the business, all driven by these support interactions. It is very worthwhile listening to him.  And entertaining, too!...
How to walk a Fresh way towards CX and EX

How to walk a Fresh way towards CX and EX

The News On November 11, 2021 Freshworks held its annual Freshworks Refresh event. This year, the event had a hybrid format with around 250 customers, partners and analysts participating on site while around 17k people have registered for online participation. There was a social pre-event and an after-event for entertainment and networking purposes.  The event itself was themed around “delight made easy”. Naturally, it had different agendas for customers and partners on one side and analysts on the other side. The morning was dedicated to a 4-hour sequence of keynote sessions for everyone. The event was kicked off with a keynote by Neuroscientist, entrepreneur, and author David Eagleman, who spoke about the “Science of Delight”. The closing keynote was delivered by Amy Purdy, who shared her inspiring story of how she used creativity, a positive outlook and a never-give-up attitude to turn her life from nearly dying, finding herself with a double lower leg amputation and failing organs into becoming a 3 times Paralympic medalist. Between these two speakers, who set the scene, Freshworks offered product and customer information. Freshworks CEO Girish Mathrubootham gave a product update that linked into Eagleman’s message and a distributed customer panel spoke about their experiences with Freshworks, how they implemented Freshworks solutions and how these help the respective businesses. Rounding this off, Freshworks awarded several prizes to customers who offer exceptional EX or CX and showcased the winners of an internal hackathon. The latter is relevant because these winning solutions made it into or will make it into Freshworks products. The afternoon was filled with customer related information in the customer and partner track and product and strategy sessions for the analysts. The...
CRM for SMB. The way it needs to be

CRM for SMB. The way it needs to be

Now this title is not a case of do a rhyme or get bitten but actually summarizes the topic pretty well. The CRMKonvos team had a long and good discussion with John Paterson, CEO of Really Simple Systems about the needs and wants of a CRM for SMBs. Are the requirements that an SMB has really different from the ones that an enterprise has? At the end of the day the original challenges seem to be fairly similar. Especially on the sales side, people avoid the system, just like Denis Pombriant found in a study that we talked about earlier this year in our CRMKonvo about why salesreps hate their CRM. Here a short version that just answers this very question. The parallels in thinking and observations between Denis and John are striking! But then, there are a few differences. Listen to John explaining them. But then this isn’t all. Talking about value of the systems we couldn’t not also talk about the value of AI. Is there any? Where? Spoiler alert: There is, but one needs to know what one is doing. What? The discussion reveals it in the last 15 or so minutes. Enjoy the conversation. We learned a lot. You can,...