Next Matter

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

🚀 𝗖𝗮𝗿𝗱𝘀 𝗔𝗴𝗮𝗶𝗻𝘀𝘁 𝗖𝗼𝗺𝗽𝗹𝗲𝘅𝗶𝘁𝘆: 𝗘𝗽𝗶𝘀𝗼𝗱𝗲 004 is now live!🎙️ This week, Jan Hugenroth heads back to the campervan with Lena Altintop, customer service and sales ops leader at Leitz Cine GmbH, maker of legendary film lenses with a cult following and unique visual style 🎥 🔴 In the episode, we hear about what excellent customer service for a Hollywood film set looks like! And, as with every episode of Cards Against Complexity, we start off with a tough choice and learn a bit about our guest’s preference for film 🍫 👇 Check out the full episode here: https://lnkd.in/dPQcEXQQ #CX #WillyWonka #CustomerService #Podcast 

Here's an update straight from the first one of Zendesk's DACH CX Breakfasts, this time in Munich! We’re excited to be on the guest list, and we’ll be following Jan closely as he shares the top takeaways from the event 🥨 Zendesk is THE powerhouse platform for CS automation. And it continues to transform the way companies deliver exceptional customer experiences. Here are just a few highlights from the stories Zendesk presented: 🟥 Esusu dropped its first reply time by 64 percent and achieved an impressive one-touch response rate of 80 percent thanks to using Zendesk AI. 🟨 Dunlop Sports increased their CSAT to 95.3% by embedding AI throughout the entire call journey, exceeding their annual goal by 5.3%. Their answer time is also 89% faster, averaging just 18 seconds. 🟩 Rotho tripled productivity for their CS team after setting up Zendesk's agent copilot, handling up to 120 tickets in a shift—up from 40. What’s even more exciting is that these results can be easily reproduced (and even improved) with Zendesk + Next Matter’s enterprise workflow automation ⚡ 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. Here’s to CX Breakfasts! Looking forward to meeting again with Tanja Hilpert, SENKA THOMAS, Björn Bauer, Andreas Ackermann, Marc Voigt, Stephan Mey, Philipp Heinrich, and other folks! 

Your AFC compliance team’s worst nightmare: more and more customers come in, but you’ve hit a threshold because manual compliance checks and KYC tasks eat up all your analysts’ bandwidth. Now, what if that nightmare was automated into a dream? Swan’s analysts were overloaded with manual checks and coordination. Every new customer onboarded meant another round of manual data transfer and KYC/KYB processes. The more customers they onboarded, the harder it became to guarantee the quality and consistency of those processes at scale. Enter workflow automation. Swan now uses Next Matter to automate their KYC and KYB processes with an easy-to-use app for their analysts, and a smooth UX for end customers. The result? 🟥 70% of Swan’s customers are now onboarded using automated workflows, expanding to 100% soon. 🟩 All of Swan’s KYC/KYB processes covered by Next Matter are now audit-ready.  🟪 Any potential fraud risk in onboarding has been reduced to effectively 0%. 👇 Read the entire customer story here: https://lnkd.in/egeKeBuX

🎧 New podcast episode! 🎙️ Imagine if the next time the cable internet repairman appeared at your door the vice president of customer service was standing there with him 👔🔧 That’s exactly the essence of the "Know Our Customers" program at PŸUR | Tele Columbus – a way to make Customer Experience as well as Employee Experience a real, tangible, and even emotional experience for everyone in the organization, all the way up to top-level management. Tune in to this week’s podcast to hear Sabine Oberhausen explain to Jan Hugenroth how this initiative is transforming their approach to CX and EX! Stream it here: https://lnkd.in/dBBZ95S4 #CustomerExperience #EmployeeExperience