Poland Technology

Ken Coyne
Poland Technology

Learn all about technology in Poland. As a tech leader in Poland, I always get asked about: 1. Tech trends 2. Outsourcing 3. Tech delivery Therefore I created this podcast to interview fellow leaders here, so we can learn from their experience, successes as well as as failures. I hope you enjoy the podcast Ken

  1. 03/16/2023

    Customer Success - its Real Value and How to Prove it

    Over the last decade, the business world has seen a significant shift towards customer-centricity, and companies are increasingly realising the value of investing in customer success. But what exactly is customer success, and how can it benefit both the customer and the organisation? This week I’m joined by Jason Noble, the VP of Global Customer Success at Vinli. With over 20 years of executive-level experience leading post-sales organisations, Jason highlights the challenge of defining customer value. Metrics like time to value, NPS, customer satisfaction, and revenue retention rates help track value. Identifying value moments in the customer journey and conducting periodic reviews can ensure customer satisfaction. It's crucial to be selective in surveys and ensure customer comprehension to avoid fatigue. Internally, value propositions that translate to customer value are essential. Jason warns against exceeding expectations at the cost of the business and neglecting external factors affecting customer needs. He also predicts there will be a growing emphasis on value delivery, especially in light of current economic challenges.

    24 min

  2. 02/24/2023

    Managing CX in a Post-Covid World!

    When Covid struck, many companies were desperately scrambling for ideas to keep associates engaged and productive. How does one manage morale when everyone is working from home? These were unchartered waters. Today we focus particularly on the initiatives launched at Lasership which ultimately lead to improved communication and an impressive, positive impact on attrition. I’m delighted to be joined by Carle Henry, Vice President of Customer Service at Lasership. With more than 35 years of experience in customer service, he has lots of invaluable insights to share. Carle set about creating a virtual recognition program. A new team of 8-10 like-minded associates from different levels and different teams were brought together to create and improve culture during challenging times. Surveys were carried out to learn what really mattered. The result? There were daily to annual recognitions, including High Fives and Year End Oscars. They even included a spin off from Some Good News which was a turning point, as  associates began sharing on a personal level, fostering loyalty, commitment and positive relationships. Cooking clubs and photography clubs have been born out of these initiatives. This has been a tremendously successful initiative which Carle discusses at length. Tune in for a truly inspirational story for any CX leader.

    27 min

  3. 01/26/2023

    CX Predictions 2023

    Have you ever wondered why somebody gets a Harley-Davidson tattoo? Well on this week's episode of Tech People, I talk with Ken Hughes a CX strategist and consumer behavior analyst whose work focuses on these kinds of questions and the importance of understanding life through the lens of the consumer. We look at how CX needs to move away from a transactional view and towards creating an emotional connection with customers. Digital technology has pushed society into a more immersive space, which has led to transactions becoming commodities instead of experiences. AI and chatbots can assist with customer service, but the depth of connection is missing. Ken Hughes feels that companies should strive to deepen their connection with customers by instilling values in employees that emphasize making a difference and bringing back the human aspect and increasing channels and touchpoints by outsourcing customer service and finding good partners who are invested in the technology and the future. Whether it's using humor to diffuse difficult situations or an employee going above and beyond to “save” a small child's goldfish, authenticity is essential to consumers. Ken Hughes is also a motivational speaker and will be back on tour in 2023, traveling the world and enjoying interactions with live audiences, so be on the lookout for his appearances.  Enjoy the show.

    33 min

  4. 01/11/2023

    Lessons Learn From Building a Tech Startup!

    90% of Startups fail, so how can you overcome this statistic? This week Gordan Hempton shares his success and failures on how to build a startup. Gordon is currently the CEO and co-founder of Spot, his 4th Startup, which is a flexible virtual workspace application tailored to companies with remote employees. He gives valuable insights into his journey to create a successful virtual workspace. As well as the importance of generating revenue early and how important it is to reach out and nurture each customer that signs up. Gordon also uses his three previous startups as examples on the importance of determining when it's the right time to pivot or shut down a business. Ken and Gordon also focus on Spot's future, which is to continue developing their platform and make it more immersive and connected. This is a fantastic insight into how cutting-edge technology is connecting people and helping us achieve even more, enjoy the show!

    25 min

  5. 01/05/2023

    How is Industry 4.0 is Advancing Digitalisation?

    Industry 4.0 is breaking new ground in Digitalisation by making better use of resources, empowering employees, reducing costs, and ultimately increasing profitability with the help of machine learning and AI. In this week's podcast, my guest Karim Marucchi who is the CEO of Crowd Favorite, discusses Industry 4.0, the advanced digitalization of manufacturing companies, and the integration of technologies in all aspects of production. He shares a fascinating case study of how Industry 4.0 can be used to improve efficiency and CX in the construction industry by developing a cataloging system for a construction equipment manufacturer that allows clients to get pricing for projects online, while still maintaining a human connection with clients. This is an engaging look at how new technology is impacting every industry, enjoy the show!

    18 min

  6. 12/01/2022

    How Integrating Data Can Improve Customer Experience

    Companies collect a lot of data from customers and it’s crucial to act upon this information rather than aimlessly cataloging it and allowing the dust to settle! Every touch point gives some insight into understanding the customer and paints a more complete picture informing internal teams about what’s really going on. Once we are clear about what we really want to learn about the customer, companies can make more accurate projections about the future. This is invaluable. Data not only provides insight into product decisions but also assists customer retention efforts and self-service. This week I’m delighted to welcome Ben Gardner, Senior Director of Support at Drift. Previously, Ben shared his experience of implementing an effective ticketing tool in CX, and today he takes a closer look at why data can be an instrumental tool to enhance productivity and performance. Ben discusses the importance of ingesting every piece of data which contributes to a greater knowledge of the customer experience and how best to react when a red flag has been raised. Fantastic ideas for anyone operating in this space! Enjoy the show!

    16 min

  7. 11/17/2022

    How To Tell The Real Story Behind Customer Metrics!

    Today we are discussing customer metrics and how one can tell the real story behind them by digging a little deeper. Not only do they reflect customer satisfaction levels but they can also be a very useful tool to support the team at hand. Different companies measure customer success using various metrics such as SLAs, CSAT, and NPS. However, they do not always present a clear picture. I’m delighted to be joined by Kevin French, senior director of customer support at Bizzabo. Kevin explains how team metrics can sometimes be excellent but missing SLAs can remain an issue. An unproductive team or a staffing issue is usually behind such a scenario and these need to be addressed accordingly. How then did Kevin turn things around and drive CSAT levels to an all-time high? Right size the team and keep a close eye on global, regional, and individual metrics. This a fascinating insight into the value of looking at customer metrics under the microscope. Enjoy the show!

    16 min

  8. 11/11/2022

    What is the Future In Retail?

    It is a tumultuous time for the retail sector. Shoppers behaviours and expectations have changed dramatically and continue to evolve post-pandemic. How are companies adapting to this new environment and what marketplace solutions are available to secure their future in retail? To answer these questions and more, Francois Chaubard, Focal Systems CEO, gives a fascinating insight into this sector. Focal Systems is an AI company, specializing in retail automation. Francois believes their AI capabilities will enable grocery retail giants to become self-driven stores in the future. Focal Systems cameras and AI software scan the store shelves providing the retailer with 100% accurate inventory results. Resources can therefore be invested into better customer services for example and improved technology elsewhere. Ultimately, a self-driven store creates its’ own planogram, reacting in real-time to changes in demand, and supply, adapting pricing, and adjusting promotions. It can drive profitability and reduce food waste and global warming caused by over-ordering. Focal Systems is central to this revolution. This an incredible insight for anyone interested in AI and how the future looks for retail. Enjoy the show.

    26 min
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    About

    Learn all about technology in Poland. As a tech leader in Poland, I always get asked about: 1. Tech trends 2. Outsourcing 3. Tech delivery Therefore I created this podcast to interview fellow leaders here, so we can learn from their experience, successes as well as as failures. I hope you enjoy the podcast Ken

    Information

    • Creator
      Ken Coyne
    • Years Active
      2020 - 2023
    • Episodes
      87
    • Rating
      Clean
    • Copyright
      © Ken Coyne
    • Show Website
      Poland Technology

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