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Mads Fosselius, Benoit Gagnon:
The Future of Customer Service

Discussing the future of Custmer Service: Agent-centered, Data-driven and Automated

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Executive Summary

Have you heard the maxim that it costs less to retain an existing customer than to acquire a new one? It turns out that customer acquisition is just the start. The future will be all about building customer friendships that create loyalty and turn customers into advocates. In this episode, Mads Fosselius, CEO of Dixa, and Benoit Gagnon, CEO of Miuros, talk with Erik about their recent merger and what it means for the future of customer service.

Tune in for a look at how the effortless trinity of agent-centered, data-driven, and automated customer service is changing the way companies build and value customer relationships.

In This Episode, You’ll Learn

  • How the future will take companies beyond customer retention into building customer friendships
  • Why enabling effortless conversations across multiple platforms matters
  • How businesses can use a combination of smart people and smart technology to empower their whole team, from managers to agents
  • How Dixa, Miuros, and Solvemate are working to help companies create truly effortless customer experiences
  • Why the ticketing system of customer support is a thing of the past
  • Why customer service conversations need to be natural, human, and channel-agnostic
  • The power of bringing a small business friends-with-the-owner ethos into large B2B and enterprise-level operations
  • What is the customer value growth movement, and why it’s the future of customer service


This episode of The Art of Customer Service covers the following

1. 00:00:00 Introduction to the topic

2. 00:03:16 How does Dixa prepare for the future of customer service?

3. 00:09:15 The Conversational Age

4. 00:16:05 Why are customer service agents currently undervalued?

5. 00:19:39 How will the industry change in the next 5 years?


Explore The Art of Customer Service

Stefan Moritz: The importance of Service Design | #32

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Alex Farmer: How to Create a Frictionless Experience | #30

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