-
Why customer success still needs humans and service innovation
A long while back, early in my customer success career, I predicted that The Future of Customer Success is Not Human. That was written way before AI had become what it is today, so arguably truer than ever. Yet in support of the title of this post, I didn’t say humans would be done away…
-
The future of customer success is not human – part 2
I wrote part 1 way back in 2017: The Future of Customer Success is Not Human. Things have certainly come a long way. For one, I was talking about automation at the time. Now it’s all about AI which has progressed in leaps and bounds. I was also focused on customer success then, as a profession.…
-
Things of beauty and action – future of the web experience
I was struck by two insights recently that impacted my views of web experience and its future. One was recent announcements on WordPress in its 21st year powering over 40% of the web which is considerable, so this is influential – see post by Matt Mullenweg, founding developer of WordPress. The other was seeing recent…
-
Measuring adoption in your AI Transformation efforts – Copilot Dashboard
Measurement is one of the main pillars I covered in this post (in the video): How to align your Employee Experience with your AI Transformation efforts. This post will deep dive on the topic and cover the tool made available to Copilot for Microsoft 365 customers whom I am working with to help them understand…
-
How to align your Employee Experience with your AI Transformation efforts
This follows my last post in which I shared a video to explain the importance of internal communications with employees for AI Transformation efforts as well as documenting a good approach and “how to” for video creation. This post zooms out to cover the broader employee experience and how to align this to your AI…
-
The ways and means of technology adoption and strategy
Last week I wrote about Microsoft’s Viva [employee experience platform] supporting adoption of it’s new AI technology Copilot which is embedded in the Microsft 365 productivity suite (disclosure). This week I wanted to contextualise things a little. Other than just supporting adoption of a new technology like Copilot, Microsoft Viva has to be considered much…
-
What employee experience can learn from customer success
I’ve been in the customer success profession for just over 10 years. For even more years, I’ve been focusing on enterprise collaboration and productivity software, at Microsoft (disclosure) and beyond, and a lot of that is now evolving naturally into employee experience software. I also wrote a trend report on the connection between employee and…
-
Suite or best of breed strategies for customer success when enterprise software budgets are squeezed
It is in economic hardship that many offerings are put to the test and not least, the enterprise software offering. I’m reminded of this every day since I work supporting one of the most well-known suites out there, Microsoft 365 (disclosure). It was brought back to my attention by this post in The Information: Zoom…
-
Framing your customer success efforts for success
In your customer success efforts, especially when you are going deep with several high touch engagements, you have to think about how to spread yourself for maximum effect. It may be exacerbated when you have several customers each with several engagements. How do you choose what will benefit the customer the most with scarce resources…
-
Starting out as a customer success manager – first 10 things to do
I was asked by a new colleague who is just two months into his role, what advice I could provide. Here it is in a short, sharp list of 10 things to focus on. I’ve tried to make it generic since there are some things specific to the company I work for that I could…
-
The employee customer experience connection – 6 reasons to focus
With a world that is so binary I’m not surprised there isn’t more attention on this topic. People are either in the one camp, or the other, mostly. There are some, and I consider myself one, that straddle both sides. Here is why I think this is going to become increasingly important and a key…
-
Less sales people more info – B2B buyers have spoken
The featured image in this post is based on an ironic state of affairs. Salesforce, arguably the best known CRM platform on the market, first started out life positioning itself as the “no software” company (if you’re in the SaaS business you’ll know what it means). The irony is that a recent piece of Gartner…
-
3 reasons retailers are leading at the intersection of employee and customer experience
This post is related to a trend I am watching: Employee Customer Experience Connection. My thinking is captured in the title, in essence. It came to me on discovering the video from Samsung after which I have also added some additional thoughts: This is really inspiring and makes total sense. It’s well within the realm…
-
Product led growth is not a panacea – it is a good start
Imagine not having to employ any sales or customer success people or adopt any of the tactics they use – because the product sells itself or gets utilised by users without any help. I’m being facetious, but in a nutshell that is the promise of product led growth.
-
Subscribe
Subscribed
Already have a WordPress.com account? Log in now.
InnerVentures 