Next Matter

CSAT is a reflection of your team, and not just of your customer satisfaction. 🗣️ 🎙️ In this week’s episode of Cards Against Complexity, Felix Starzer shares what’s wrong with the traditional of measuring CSAT as a way to chase high scores. CSAT is more than a number. It’s the natural outcome of a team that values customer-centricity. That’s why support leaders should focus on building motivated teams that truly enjoy helping customers—as Felix does at Staffbase. Then, a high CSAT naturally follows. Tune in to hear Felix Starzer (a world-class CX expert and organizer of the Support Driven Germany Meetup) talking to Jan Hugenroth about rethinking support metrics, making customer service a fulfilling career path, focusing on team dynamics, and bridging the gap between community and company goals. 🎧 Listen to the full episode here: 👇 https://lnkd.in/dxpwb9RJ

Here’s the 𝗳𝗶𝗻𝗮𝗹 𝘂𝗽𝗱𝗮𝘁𝗲 on Jan's journey across Zendesk’s 𝗖𝗫 𝗕𝗿𝗲𝗮𝗸𝗳𝗮𝘀𝘁𝘀 in Europe! Zurich was our last stop ☕🍫 🏔️ We got an up-close look at how AI and automation are going to reshape customer experiences by 2027—with experts such as Tanja Hilpert and Andreas Ackermann and real-world examples to look at, like:  🔹 Esusu dropping its first reply time by 64 percent and achieved an impressive one-touch response rate of 80% thanks to Zendesk AI 🔹 Dunlop Sports increasing their CSAT to 95.3% by embedding AI throughout the entire call journey  🔹 Rotho 's CS team tripling productivity after setting up Zendesk's agent copilot, handling up to 120 tickets in a shift—up from 40 Seeing these results inspires us to continue building Next Mater as the perfect complement for Zendesk—bringing that level of impact to service teams and combining AI and workflow automation to tackle complex processes. Our integration lets service teams resolve complex tickets by triggering, managing, and tracking workflows from a sidebar, simplifying even mission-critical escalations without leaving Zendesk. Big thanks to the hosts, speakers, and all attendees (SENKA THOMAS, Björn Bauer, Marc Voigt, Stephan Mey, Philipp Heinrich) for sharing their expertise and making these breakfasts so valuable!

𝗪𝗵𝗮𝘁 𝗱𝗼𝗲𝘀 𝘁𝗵𝗲 𝗽𝗿𝗼𝗳𝗶𝗹𝗲 𝗼𝗳 𝗮 “𝗱𝗿𝗲𝗮𝗺 𝘁𝗲𝗮𝗺” 𝗰𝗵𝗮𝗻𝗴𝗲 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗹𝗲𝗮𝗱𝗲𝗿 𝗹𝗼𝗼𝗸 𝗹𝗶𝗸𝗲? 🤔 According to Jo Stueberitz, it’s a much more nuanced profile than you might assume! You’ll need: ✅ A natural curiosity for how things work ✅ Above-average listening skills ✅ Strong empathy for stakeholders in other teams ✅ Business operations acumen ✅ A sound knowledge of the technological landscape …and the list goes on! 👉 On this week’s podcast with Jan Hugenroth as a host, Jo draws from her experiences in innovation at PAYONE and throughout her career, and outlines the skills and mindset needed to succeed as an innovation and change manager. Watch and listen to the full episode (in German with EN Subtitles)👇 https://lnkd.in/dDvgrPG4

𝗨𝗽𝗱𝗮𝘁𝗲 #2 𝗳𝗿𝗼𝗺 𝗝𝗮𝗻’𝘀 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 𝗮𝗰𝗿𝗼𝘀𝘀 @𝗭𝗲𝗻𝗱𝗲𝘀𝗸’𝘀 𝗖𝗫 𝗕𝗿𝗲𝗮𝗸𝗳𝗮𝘀𝘁𝘀 𝗶𝗻 𝗘𝘂𝗿𝗼𝗽𝗲! A couple of weeks ago, Jan Hugenroth joined the CX Breakfast in Hamburg to dive into the latest discussions on customer experience—bringing together great minds, strong coffee, and the future of CX. When discussing the challenges on the horizon of CX with experts like Tanja Hilpert, Christopher Harms, and Jörg Vödisch, automation, and AI were the stars of the show—no offense to the croissants 🥐 Here’s how we’re partnering with Zendesk to help its community tackle the challenges of end-to-end reliability and complexity: Next Matter helps service teams connect people, systems, and data with Zendesk-integrated workflows that resolve tickets reliably – every single time. And we will continue to integrate workflows connecting employees to the people and systems (with your native apps and platforms like Zendesk) to achieve service excellence through unified solutions—not siloed tools. If you have attended any of these breakfasts let’s connect—we’re happy to share more about what’s working in CX today ⚡

𝗔 𝗕𝘂𝗱𝗱𝗵𝗶𝘀𝘁 𝘄𝗮𝗹𝗸𝘀 𝗶𝗻𝘁𝗼 𝗮𝗻 𝗼𝗳𝗳𝗶𝗰𝗲 𝗮𝗻𝗱 𝗮𝘀𝗸𝘀 𝗳𝗼𝗿 𝘀𝗼𝗺𝗲 𝗰𝗵𝗮𝗻𝗴𝗲... 🧘🥁 Jokes aside, navigating change can be tricky – especially when it comes to sensitive customer service processes and services! It’s often helpful for employees to look inside and ask: “How am I feeling about this?” 👉 Jo Stueberitz is an innovation, process, and change expert at PAYONE. She’s worked with customer service and many other teams, leading them through change and digital transformation. She joins Jan Hugenroth on the podcast this week and tells us her recipe for successful change management – one that begins with a healthy, positive inner attitude. Watch and listen here! (in German w/ EN subtitles) 👇 https://lnkd.in/dDvgrPG4

Automating KYC isn’t about saving time—it’s about survival. Regulatory gaps can destroy growth. Here’s an example: Swan didn’t just automate its KYC/KYB processes to save a few hours. They did it because regulatory compliance is life or death in financial services. The more they scaled their customer base, the more they realized that user onboarding was a slow process involving manual work—and with a risk of errors and non-compliance. That’s why Swan now uses Next Matter to remove any errors from the equation.  They have automated their KYC and KYB processes (end-to-end), with an easy-to-use app for their analysts and a smooth UX for end customers. See the results here: https://lnkd.in/egeKeBuX Automation isn’t optional for FinTechs scaling fast. It’s mandatory.

Imagine writing Zendesk documentation for yourself… and having it become a go-to resource for thousands of practitioners 📖 When Thomas Verschoren started Internal Note, his goal was to document Zendesk solutions that he could use across clients. But as he kept writing, he noticed something interesting. The CX community was engaging, learning, and sharing their own feedback. Suddenly, Internal Note wasn’t just a personal resource—soon it became a trusted source for Zendesk users everywhere. In our latest podcast, you hear more than just Internal Note’s journey. 🎙️ Tune in to watch Thomas and Jan explore the latest developments in Zendesk AI, including bots that require zero training and can understand customer intent without any agent intervention, and how they play together with solutions like Next Matter and resources like Premium Plus - Zendesk's EMEA Partner of the Year. 🎧 Listen to the full episode here 👇 https://lnkd.in/dXE4mjaQ

🚨 Zendesk’s ‘Zero Training’ AI Bots are the future of Customer Service, and today’s podcast episode explains why. 🎙 In the latest episode of 𝗖𝗮𝗿𝗱𝘀 𝗔𝗴𝗮𝗶𝗻𝘀𝘁 𝗖𝗼𝗺𝗽𝗹𝗲𝘅𝗶𝘁𝘆, Jan sits down with Thomas Verschoren from Premium Plus - Zendesk's EMEA Partner of the Year and Internal Note. It’s a duo of CX leaders exploring how Zendesk AI is reshaping “the old days” of programming chatbots with 10 different phrases to handle a single issue. Thanks to Zendesk AI, bots now understand customer needs without manual input. That’s why automation tools like Zendesk AI and Next Matter are the star of the show at events that explore the future of CX, like Zendesk’s AI Summit. Listen to the full conversation to learn: 🔷 How AI bots are no longer limited by pre-defined knowledge 🔷 How CX leaders can now deploy AI that evolves in real-time, cutting down on manual updates 🔷 How these bots handle routine requests, route or escalate tickets, and flag new opportunities—all without extra training 🎧 Get the full episode here 👇 https://lnkd.in/dXE4mjaQ

Top-tier product? Better have top-tier Customer Service to go with it ✅ 🎥 🔴 Leitz Cine GmbH isn’t known only for their cult, high-end lenses. Their customers expect that with their premium product, they’re also buying premium service. Providing that service in real-time, however, is a bit like jumping on a rollercoaster. In this episode, Lena Altintop explains to Jan Hugenroth how fast solutions to customers’ problems are an essential part of what keeps Leitz’s customers coming back again and again. 👀 View the full episode here: https://lnkd.in/dPQcEXQQ

🚀 𝗔𝗻𝗻𝗼𝘂𝗻𝗰𝗶𝗻𝗴 𝘁𝗵𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻 𝗣𝗹𝗮𝘆𝗯𝗼𝗼𝗸 🚀 2024 is a wild year for Customer Service teams. 📈 Customer expectations? Through the roof. 💼 Good CS agents? Harder to hire than ever. ✨ AI and automation? Moving faster than anyone could have imagined.  New automation tools like Zendesk AI and Next Matter are transforming CS, handling everything from first-line responses to sentiment analysis. But there's still a big gap between automation potential and what ends up being done. To win, you need to answer questions like these: 🔹 How do you know which AI tools to use, and when?   🔹 How do you use automation to reduce costs without sacrificing the customer experience? That’s where our Customer Service Automation Playbook comes in. This playbook helps CS teams bridge the gap between automation promises and practice. It covers every option for implementing automation while improving response times, reducing complexity, and scaling efficiency. 👇 Download the playbook here: https://lnkd.in/dcWg2Ng7