Steven Van Belleghem

JANUARY 31, 2021

The multiple “why?” method. Duncan is a big believer in asking series of questions: just like when we were young and we asked “why” and then our parents explained and we asked another “why”, which could last for a very long time. “Insights that are useful for customer-oriented innovation tend to only appear after 4 or 5 consecutive whys”, he explained.

Customer Experience 98

Customer Experience Manufacturing Innovation Hospitality 98

Dealing With Humans

JANUARY 31, 2021

Hello friends. I have taken quite a break from posting. It was intentional. I felt that during the pandemic, elections, and daily challenges, we were all just trying to survive, and new information would not be absorbed and learned as it should during this time. But, due to the stress I see in both the customers in my workplace and the people I encounter daily, I realized that it is time to remember why I started this mission in the first place.

Retail 98

Retail 98

Zendesk

JANUARY 31, 2021

Even before the virus forced us all inside and online, messaging was taking over the world. It’s how many of us shared news, collaborated with colleagues, and — most importantly — kept in touch with friends and family. As with all things digital, the pandemic simply accelerated the inevitable. It also showed us that messaging was made for customer service.

Customer Service 98

Customer Service Case Management AI Touchpoint 98

Knowmax

JANUARY 31, 2021

Enterprise document management system – what is it & why it is important?

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Zendesk

JANUARY 31, 2021

If you asked me to give last year a theme, I would say continuous change. This year, I want it to be radical simplicity. Zendesk has been on a journey in recent years to evolve how we design, develop, and deploy our customer service solutions. As we grow, we have realized how important it is that we keep returning to our unwavering mission of bringing radical simplicity to enterprise software.

Customer Service 98

Customer Service CX Technology Technology 98