| 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.

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PEOPLE

👤 Erik Pfannmöller, CEO & Founder Solvemate

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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.

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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

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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/)

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.

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||||| 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

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||||| 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/

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||||| 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

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||||| 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

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||||| MORE INFORMATION |||||

To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com

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/

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||||| 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/

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||||| 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

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||||| 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?

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||||| 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/

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||||| 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

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||||| 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?

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||||| 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”

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||||| 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

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||||| 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/

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||||| 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”

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||||| 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

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

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||||| MORE INFORMATION |||||

To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com

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

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||||| 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

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||||| 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

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||||| 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/

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||||| 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

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||||| 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

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||||| 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