Next Matter

Last week, we didn’t attend your average tradeshow. Instead, we did customer experience in the woods (as proof, here’s Petro Vaxevanakis showing his wakeboarding skills) 🏄 We’re picky when it comes to attending marketing events. Attending CX Fest - An adventure with the CX Community (organized by Robert Cwicinski) was a no-brainer for two reasons: Firstly, some of the sharpest minds in CX gathered for keynotes, panels, and beers with nature as a backdrop. That’s as far as it can get from your typical conference center setting with weak WiFi and stale ideas 📵 Secondly, we had a trick up our sleeves with our campervan booth/headquarters/podcast studio and with our own card game, Cards Against Complexity 🃏 We recorded discussions diving deep into real-world CX challenges with leaders who weren’t afraid to get into what works, what doesn’t, and what’s on the horizon of customer experience. We’ll continue recording more episodes and playing more games of Cards Against Complexity. If you want to record with us and discuss CX challenges, reach out!

Next Matter couldn’t miss the EMEA Zendesk Partners Summit in Dublin this week, and we brought branded swag for everyone – can you guess what’s inside? 👀 Our very own Jan Hugenroth is already connecting with the Zendesk community (including peers from other companies like Julian Hertzog and Tom Hissink) and making the most out of the exclusive insights on Zendesk’s product roadmap! Huge thanks to Marika Valo, Charlène Hautoy, Gabriel Danon, and the entire Zendesk team for the invite and the guidance to make this Summit a huge learning for us! Here’s to building more relationships that open new opportunities around the customer experience space! 💙

A huge thank you to the customer experience community for connecting with the Next Matter team at #CXFest2024 last week! 💙   The event was packed with incredible insights, from keynotes and panels (shoutout to our very own Jan Hugenroth for his fantastic session!) to the workshops. Word is spreading: the Next Matter campervan was the most unique booth at the fest! 🚐 💨   Still—what went on INSIDE the campervan was even better than its appearance from the outside 🃏   We played lots of games of Cards Against Humanity and recorded many podcast episodes that you’ll get to hear soon: here’s one of our top guests, the event opener himself Julian Hertzog 🎙️   Stay tuned for value-packed talks with Julian, Lena Altintop, Christopher Harms, Mathieu Kiepferlé, Sabine Oberhausen, and many other folks from companies like Support Driven, Leitz, Zendesk, OBI Group Holding, and The Stepstone Group!

🏕️ If you had to imagine a party with a DJ deep in the woods of Berlin you’d naturally expect it to be a rave, and not one of the coolest events in the customer experience community. Instead, #CXFest2024 is combining party time with innovative ideas, laidback discussions on the future of CS operations, and nature-inspired CX workshops and panels! One thing that CX Fest - An adventure with the CX Community is doing amazingly is bringing the “experience” back to customer experience, all while keeping things relaxed and a little unexpected 🌿🎶 🥂 Here’s to all the folks, leaders, and colleagues our team has met in these days! Lena Altintop Mathieu Kiepferlé Sabine Oberhausen Susanne Bornemann Anna Rauch Aileen Beuchert Madeleine Friedrich Anika Tannebaum Scott Tran Georgia Tsiamanta Pierce Buckley Robert Cwicinski Roman Melzer Jo Stüberitz

A reminder that Next Matter has a unique booth at #CXFest2024: a campervan with a full-on podcast studio inside (because why not?), and the perfect spot for a little game of 𝗖𝗮𝗿𝗱𝘀 𝗔𝗴𝗮𝗶𝗻𝘀𝘁 𝗖𝗼𝗺𝗽𝗹𝗲𝘅𝗶𝘁𝘆 🎲 We still have a few spots open to play the game AND we’ll record a podcast episode at the same time—if you want to join, just reach out to Petro Vaxevanakis or drop by the campervan! 🃏 Now, what exactly is Cards Against Complexity? Essentially, it’s a card game where you step into some truly “complex” shoes, like: 💊 The inventor of a dietary supplement for CX leaders 🤠 A CS agent who travels in time from 1960 to the present 🕊️ A logistics team that can only use carrier pigeons 🏕️ The organizer of the CX Fest 2025 This is your chance to laugh and learn while also discussing actually complex CX challenges with Jan Hugenroth, our CEO/Card Master. The campervan booth is open, game on!

🌟 Day 2 of #CXFest2024 has officially kicked off, and what a start we’ve had with Mathieu Kiepferlé and his keynote! We just soaked up Mathieu’s wisdom as a CX manager in the corporate jungle, from battling internal politics to driving change and scaling customer experience processes with a tangled tech stack. His experience is right there in the middle between Don Quixote battling windmills and your average corporate rockstar life ⚔️🤘 If you struggle to navigate corporate hoops while building customer centricity, this one was for the books - just like the rest of the keynotes from Pierce Buckley, Jo Stueberitz, Lina Escherhaus, Meysam Asgari-Chenaghlu, Adelina Tkesheliadze, and many others! Stay tuned for more insights from CX Fest - An adventure with the CX Community, and join us for the few limited spots to play Cards Against Complexity at the Next Matter Campervan!

💬 “Can AI agents survive in the real world?” That’s the question our very own Jan Hugenroth is answering during one of the panels at #CXFest2024! We’re joining a discussion with Georgia Tsiamanta, Pierce Buckley, and Bas Ploeg, who have learned how AI agents perform in real contact centers, and what it takes to use them impactfully. And here's the good news: if you want to join us and discuss the future of CX, as in this panel, you can do it at our campervan! 🎙️ You'll solve these (and other challenges) in conversation with Jan, our CEO/Card Master. We'll also record each round as a podcast and share them with the CX community! ⏱️ When? We play and record every day during CX Fest, starting today 📌 Where? In the Next Matter campervan (our booth at #CXFest2024) 👇 How can you join? Drop a message to Petro Vaxevanakis or stop by the Next Matter Campervan at #CXFest2024 to reserve your spot!

Pictured: Our campervan booth/recording studio for the Cards Against Complexity podcast! We’ve already had our first guests playing our card game, and there are still a few slots open with Jan Hugenroth at CX Fest - An adventure with the CX Community this week! Ready to try your luck and record a podcast with us? 🎙 Drop a message to Petro Vaxevanakis or stop by the Next Matter Campervan to reserve your spot!

We've made it to #CXFest2024, and the Next Matter team is now ready to solve hard CX challenges at our campervan 🚐 💨 🃏 Come meet us and play Cards Against Complexity by reaching out to Petro Vaxevanakis, or simply dropping by our campervan during CX Fest - An adventure with the CX Community! In the game, players have to put themselves into a variety of "complex" scenarios and solve their way out. For example: 🔷 A support agent on the verge of burn-out 🔷 A CS lead who's struggling to connect their team with other teams 🔷 A solutions engineer starting a new job at Willy Wonka’s Chocolate Factory 🔷 A customer listening to hours-long elevator music remixes while on hold 🎙️ You'll solve these (and other challenges) in conversation with Jan, our CEO/Card Master. We'll also record each round as a podcast and share them with the CX community! ⏱️ When? We play and record every day during CX Fest, starting September 5. 📌 Where? In the Next Matter campervan (our booth at #CXFest2024) We already have a lineup of guests from companies like Zendesk ready to play!

There's still a few slots open to play *Cards Against Complexity* with Jan Hugenroth at CXFest this week! ♠ ♠ ♠ Ready to try your luck and be a contributor to our podcast? 🎙 Drop a message to Petro Vaxevanakis he/him or stop by the Next Matter Campervan at CXFest to reserve your spot! #CXFestival #CX #CustomerExperience