Sabine Groven

Jan 18, 2024 | womenincx.community | Sabine Groven

However, while customer-centricity is a laudable goal, it's crucial to approach it with a nuanced understanding. Not all businesses can – or should – employ this model to drive success. Many organisations, including Sears, Kodak, Nokia, and Blockbuster faced struggles despite implementing a seemingly customer-centric strategy. These failures often originate from an inability to truly comprehend and cater to ever-evolving customer preferences and market trends.

Dec 8, 2023 | mycustomer.com | Sabine Groven

In terms of customer experience, what are some key differences between in-store and online shopping that organisations should be aware of, and how can they leverage these differences to create better online CX?

Dec 4, 2023 | mycustomer.com | Sabine Groven

CX Leader of the Year is celebrating its fifth anniversary, and as we reflect on the completion of CXLOTY 2023, it's interesting to see the shifts and constants within the customer experience landscape. We've analysed the winning entries to find out what made them stand out this year. These winners are the best of the best, not only because they demonstrate their expertise in customer experience but also because they teach us valuable lessons that show us the way forward.

Nov 29, 2023 | mycustomer.com | Sabine Groven

Reflecting on the findings of Zendesk's 2023 CX Trends Report, Matthias Goehler endeavours to unpick and unpack the latest iteration of AI. Speaking to MyCustomer, Goehler discusses precisely how Zendesk views generative AI's role within a CX program – covering everything from meeting customer expectations and protecting their data privacy, to implementation challenges and predictions for the future of CX. You've recently released generative AI advancements.

Nov 28, 2023 | mycustomer.com | Sabine Groven

It's not just the ability to speak or write like a human. There's the ability to understand things that were incredibly difficult for computers to understand in the past. In the most recent episode of MYC'D UP with Tech Leaders, MyCustomer spoke with Phil Heltewig, the CEO of Cognigy. As the head of a company deeply involved in the conversational AI space, Phil shares insights into Cognigy's journey and the impact of AI on customer service.