A Global Support Leader at one of our customers shared valuable insight: "You don't want to push off your customers with knowledge base articles." Each customer interaction is an opportunity to foster trust and loyalty, often overlooked in the pursuit of case deflection and self-service. While these approaches may cut costs temporarily, what is the long-term impact of reducing customer touchpoints? Without engaging customers, we risk missing vital feedback on product satisfaction and potential churn. Remember, product usage doesn't always reflect customer satisfaction. #CustomerExperience #TrustBuilding #CustomerEngagement
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This is a huge and rapid shift in the perception of and support for GenAI. It reminds me of when my teachers told me and my classmates not to cite Wikipedia. While Wikipedia should still be viewed as a secondary source, it's a reliable starting point for research. The same is true for GenAI, QA is still necessary but it helps jumpstart the creative process for writers and outlines responses for support teams to help them resolve issues more quickly.
Buyer perception takes time to shift for large scale technology changes, especially in the enterprise. I think back to the early cloud days when negative perceptions lingered for years. However, the support for GenAI appears to be evolving at lightning speed. Last week at the CSS Forum hosted by SuccessLab and Microsoft in Redmond, Simon Bamberger from Boston Consulting Group (BCG) shared primary quant research showing how, in just the last 6 months, senior executives have shifted from more than 50% discouraging the use of GenAI to now 2 in 3 viewing it as the most disruptive technological innovation in the next 5 years and 1 in 3 increasing their AI investments as a result. This perception shift was explored in greater depth during the panel discussion. In our latest post (link in comments), we share 5 key learnings from service and support executives discussing their own AI journeys: 1. AI is a solution but not the end goal. Define the problem first. ⛰ 2. Focus on enhancing both the agent and customer experience. 🎧 3. Importance of change management and training to drive adoption. 🏃♀️ 4. Use AI-powered customer insights to inform the rest of the business. 📊 5. Start narrow, but architect for the bigger picture. 🔭 #genai #customersupport #technologyshifts #css SupportLogic
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Wish I could have been there in person for this one!
🌟 A Spectacular Evening of Insight and Innovation: CSS Executive Forum Recap 🌟 Our recent CSS forum was a resounding success, thanks to the vibrant participation of over 80 CSS, CX, CS, and CXO leaders from the Greater Seattle Area and beyond. We were thrilled to absorb the visionary perspectives on AI-enabled customer service shaping the future. 🔗 Stay Connected: To stay engaged with SuccessLab and the latest customer service and support innovations, subscribe to our newsletter at https://lnkd.in/dQWAxt-H. 🔹 Highlights from the Forum: CSS Keynote: We were privileged to hear from Bryan Belmont, Corporate VP of Customer Service and Support at Microsoft, who shared profound insights on integrating AI copilots within their 40,000-person support organization across 92 contact centers, serving millions of customers and over 1B consumers globally. Panel Insights: Esteemed panelists Demetria Elmore (GoDaddy), Jaspreet Singh (Autodesk), Jerry Stalick (Delinea), Mari-Frances Bentvelzen (WEX), and moderated by Simon Bamberger (BCG) and Omid Razavi (SuccessLab), enriched us with their experiences of AI in customer support. They illuminated how AI has contributed to employee productivity, customer experience, and business growth at their organizations, providing actionable advice for those looking to integrate AI into their customer service strategy. BCG Perspective: Simon Bamberger and Uche M. from Boston Consulting Group (BCG) shared insights on GenAI-enabled customer service of the Future, offering a glimpse into the use cases for AI-driven CSS. Pioneering Initiatives: The evening included a close look into Microsoft's Customer Zero Program and Copilots for Support Engineers by Daniel Pickworth and John Mitchelson, reflecting their commitment to innovating from within, enhancing global support services, and streamlining operations with AI. Networking Par Excellence: The event was abuzz with thought-provoking discussions, fostering robust connections among CSS leaders. These exchanges fortify our commitment to collaborative progress and innovation in customer service. 🔹 Valuable contributions from our partners: DevRev: Presented their AI-native platform connecting support engineers, product managers, and software developers. Neuron7.ai: Demonstrated their AI-generated resolution Intelligence, providing crucial support for service organizations with complex issues. SupportLogic: showcased their AI-powered support experience management platform, transforming post-sales interactions. Sutherland: Illustrated their AI-fueled digital transformation and business process services, leading operational excellence. We extend our gratitude to all attendees, contributors, and partners who made this forum a repository of collective wisdom and a springboard for transformative AI and customer service initiatives. #CSS #CS #CX #CSSForum #CustomerService #GenerativeAI #AI #SuccessLab #Collaboration
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Can't wait for next week's CSS Executive Forum at the Microsoft campus in Redmond, WA. This is a can't-miss for Support and Success leaders in the Seattle area! Best part is the event is free to attend.
🌟 Bryan Belmont to Keynote at CSS Executive Forum! 🌟 We're excited to welcome Bryan Belmont, Corporate Vice President for Microsoft Customer Service & Support, as the keynote speaker at the CSS Executive Forum. Join us on April 23rd in Redmond, Washington, for a compelling session on the transformative impact of AI in customer service. This forum is organized by SuccessLab and hosted by Microsoft. In his presentation, Bryan will explore how AI is revolutionizing customer service and challenge us to rethink its impact on society and business. He will highlight Microsoft’s innovative use of tools like Copilot for Dynamics 365, which significantly enhances efficiency while preserving the crucial human touch in customer interactions. Bryan will stress the importance of a comprehensive AI strategy, robust knowledge management, and fostering a strong community of users—key elements for effectively scaling AI technologies in business settings. 🔗 Don’t miss this opportunity to gain valuable insights and connect with industry leaders. Secure your spot at this exclusive in-person event! Event Details: 🗓️ When: Tuesday, April 23rd, 2024 5 PM PT 📍 Where: Redmond, WA 📝 Register: https://lu.ma/css423 We look forward to seeing you in Redmond—let’s shape the future of customer support together! 🚀 #AI #GenAI #CX #CS #CustomerSupport #CSS #CSSForum #SuccessLab #Microsoft
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Thanks to our customers who participated in our "How Low Can You Go" challenge! I learned a lot while working with Lynne Koloski on this program (insert jargonny catchphrase here). Looking forward to our next customer engagement challenge, which I have no doubt will be (nearly) effortless thanks to all we learned with our debut challenge.
Our "How Low Can You Go" Challenge sparked a revolution in Support Experience! 🚀 We're inspired by participants' dedication to reducing negative sentiments. 🙌 Huge thanks to everyone involved: Automation Anywhere, Alkami Technology, Bandwidth Inc., Basware, Commvault, Demandbase, Qlik, Q2, Rubrik, Salesforce, UiPath, Zywave, 8x8 Together, we are transforming the future of Support Experience! Cheers to our top three: Automation Anywhere, UiPath and 8x8 Congratulations to Alkami Technology, Bandwidth Inc., Demandbase, Q2, Rubrik, and Zywave, all of whom reduced their negative sentiments. Alicia Bish, MPA, Alireza Bahrami, Antriksh Bhai, Justin Chavarria, Nathan Drury, Eddie Gonzalez, Jayashree Guin, Deborah Hartman, Channa Keshav B, Aditya Mishra, Suzanne O’Brien, Emre Tekoglu. You are all truly world-class Support Whisperers. 🏆 And a heartfelt congratulations to Automation Anywhere for slashing negative sentiments by 31%! Congratulations to the entire Automation Anywhere team behind this success: Pankaj Bhardwaj, Sudheendra Rao, Piyush Vora PMP®, MSP, ITIL, CSM® Brian Galloway 🎉 Let's keep pushing boundaries and setting new standards in Support Experience! #SXChallenge #SupportWhisperer
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I remember our first conversation with Salesforce - I joined the call from my garage/gym/office at my old house. What has happened since then is truly incredible. I'm thankful for the opportunity to work with Krishna Raj Raja, Judith Platz and every one of the dedicated, talented team at SupportLogic. Looking forward to what's next! Want to see what the hype is about? See for yourself -> https://lnkd.in/gKzWV8tr
I can't stop watching this video!. Each time I see it, I'm reminded of the real-world impact of AI and how countless customers can benefit from SupportLogic like Salesforce has. Salesforce achieved a 56% reduction in escalations despite a 15% increase in case volume and while simultaneously also having to contend with hiring restraints. Salesforce managers saw a 13% boost in productivity, and shifted from reactive firefighting to proactive experience management. But the real game-changer? SupportLogic sentiment score, became a leading indicator for CSAT (and Churn in some cases), for 100% of customer interactions instead of just a fraction of survey responses. I want to give a special shoutout to Jim Roth and Madhav Thattai for their support and partnership, and Katherine Sullivan for her phenomenal video testimonial. Countless others were also part of this project for years, and their contributions were invaluable. The AI hype is real, and we've shown that with the right intention. you could make a drastic impact. #Salesforce #AI #CustomerExperience #SentimentAnalysis Experience is everything!
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I had a great time running the check-in table with Regina Brown and Krista Wynne. It's a long way to come from Sacramento, but I never regret it when I do. Here's to great things for SupportLogic in 2024 and beyond!
Happy Holid-AI-ys! We celebrated with Bay Area friends, customers and colleagues in the SX Live community at the Computer History Museum! We shared great company and engaging conversation on the future of AI with our founder panel of Deon Nicholas, Manoj Agarwal and Krishna Raj Raja, along with hosts Joe Andrews and Omid Razavi. Thank you to our sponsors AptEdge, DevRev, Forethought and Voicegain AI, and to our co-host, SuccessLab. Check out the best of our 2023 SX Live content on-demand and stay tuned for our 2024 events to be announced soon! #SXLive #ai #supportexperience #holidays
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I'm looking forward to this one. Most of us are burnt out on some level, but those in Customer Support and Service positions have highly demanding jobs. Support and Service leaders should be looking to do all they can to make their jobs easier and help agents do their best work. The value of Generative AI is not to replace humans (good luck with your CSAT and churn if you choose that route). It's to help humans do their best work and relieve some of the stress from high-stress roles.
🚀 It's time for the next installment of the John, Judi, and Max show! Join us August 3rd at 11:00 AM PT / 2:00 PM ET for a TSIA webinar on the future of the support agent experience. - Hear how generative AI and predictive AI will transform customer interactions - Uncover how development will change with AI-based quality monitoring tools - Get insight into hybrid support models and how AI-driven chatbots are empowering agents Featuring John Ragsdale, Distinguished Researcher and VP of Technology Ecosystems at TSIA along with our very own Judith Platz, Chief Customer Officer, and Max Greene, Sr. Customer Success Manager. Don't miss this discussion on the future of the support agent experience! Register here: https://lnkd.in/giZ3iYbM #TSIA #TSIAwebinar #customersupport #supportagentexperience #generativeai
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Can't wait to see Liz on stage!
📣 SupportLogic is proud to back our exceptional VP of People, Liz Bronson, as she takes the stage at the LEAP Tech Talent Conference in Austin alongside a lineup of esteemed industry leaders! Join Liz and other influential speakers as they share invaluable insights on investing in your workforce, ensuring authentic engagement, and building a supportive workplace culture that inspires a future-focused people strategy. Don't miss out on this transformative conference! https://ter.li/imc60x #LEAPTechTalent #HRLeadership #SupportLogic
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Director of Product Marketing at SupportLogic | Ex-Broadcom | Guitar Slinger
1wAbsolutely - customer effort has to be considered.