Innovation and Customer Engagement

I think about Jeff Bezos's "start with the press release and work backward" approach. Here is a future headline I would like to see: "Surveys are no longer the primary tool for gathering insights." To get there, surveys will have had to evolve into precision instruments used strategically to fill gaps in data. Let's call this the "Adaptive Survey." With adaptive surveys, organizations can target key moments in the customer or employee journey where existing data falls short. Instead of overwhelming consumers and employees with endless, and meaningless, questions, surveys step in only when context is missing or deeper understanding is required. Imagine leveraging your operational data to identify a drop in engagement and deploying an adaptive survey to better understand and pinpoint the "why" behind it. Or, using transactional data to detect unusual purchasing behavior and triggering a quick, personalized survey to uncover motivations. Here's how I hope adaptive surveys will reshape insight/VoC strategies: Targeted Deployment: Adaptive surveys appear at critical decision points or after unique behaviors, ensuring relevance and avoiding redundancy. Data-First Insights: Existing operational, transactional, and behavioral data provide the foundation for understanding experiences. Surveys now act as supplements, not the main course of the meal. Contextual Relevance: Real-time customization ensures questions are tailored to the gaps identified by existing data, enhancing both response quality and user experience. Strategic Focus: Surveys are used to validate hypotheses, explore unexpected behaviors, or uncover latent needs...not to rehash what’s already known. Surveys don't have to be the blunt instrument they are today. They can be a surgical tool for extracting insights that existing data can’t reach. What are your thoughts? #surveys #customerexperience #ai #adaptiveAI #customerfeedback #innovation #technology

Regardless of how great your ideas are in your virtual sales pitch, webinar, or team meeting… People are most likely checking their email, browsing social media, or working on other things while you present. How can you prevent that and actually get your audience to pay attention? Here are 4 of the most powerful techniques we use for our own virtual training courses: 1. Win the first five seconds According to research from the University of Toronto, people need only five seconds to gauge your charisma and leadership as a speaker. In virtual environments, this first impression is even more critical. To establish instant rapport: - Keep your posture open and inviting (avoid fidgeting, crossed arms, and closed-off postures) - Use open gestures that welcome the audience into your space - Gesture with your palms showing at a 45-degree angle - Speak with clear articulation and energy from the very first word The quickest way to lose your audience? Starting with tentative body language that signals you’re unsure or unprepared. 2. Design your presentation for virtual viewing When designing slides, assume varied viewing conditions. Design for the smallest likely device and the slowest likely Internet speed. Make your slides accessible by: - Using larger fonts (24-32pt) - Applying higher contrast colors - Limiting each slide to ONE clear idea - Adding more space between lines when using smaller text - Stripping excess content (you can provide additional information in a separate document) 3. Vary your delivery Our research shows the optimal length for linear presentations is just 16-30 minutes, while interactive ones can maintain engagement for 30-45 minutes. People’s attention will go through peaks and valleys during that time, so try these techniques to keep their attention: - Vary your speaking pace (faster to convey urgency, slower to express gravity) - Use intentional pauses to let key points land - Adjust your vocal tone (lower pitch for authority, higher for approachability) - Shift between slides, stories, and data at regular intervals Each change helps reset your audience’s attention and signals importance. 4. Build in structured interaction Don’t make your audience wait until the end of your presentation to interact. According to our research, presentations that incorporate audience engagement through polls, chat responses, or breakout discussions maintain attention longer. For the highest engagement: - Use a variety of interaction types throughout your presentation - Incorporate breakout rooms for small-group discussions - Switch modalities regularly to keep it interesting Remember: In virtual environments, you need to recreate the natural engagement that happens in person. Your virtual presentation success isn’t measured by perfection…it’s measured by action. Master these techniques and your audience won’t just pay attention, they’ll respond. #VirtualPresentations #CorporateTraining #WorkplaceLearning

As the Head of Capgemini Business Services's, I’ve had the privilege of working with numerous industry leaders to navigate the complexities of customer service. Our latest research from the Capgemini Research Institute highlights a critical insight: while nearly 60% of consumers view customer service as crucial to their brand perception, less than half (45%) are satisfied with their experiences. This gap presents a significant opportunity for transformation. In the GBS industry, we often face operational challenges that hinder our ability to deliver seamless customer experiences: Interdepartmental Coordination: A staggering 74% of executives say this is a major barrier, leading to fragmented and inconsistent experiences. Underutilized Customer Insights: Only 50% of organizations use customer service data in decision-making processes, missing key opportunities to enhance CX and operations across departments. High Agent Churn: Just 16% of customer service agents are satisfied in their roles, highlighting the need for better support and engagement. To drive satisfaction and loyalty, organizations need to improve collaboration between departments and make better use of customer insights across the business. AI is a game-changer here, and those that have implemented Gen AI are already seeing the benefits. AI can improve response times and cut operating costs. Generative and agentic AI can also enhance the experience for agents by providing real-time customer data from across departments like sales and marketing. Virtual agents are taking over repetitive tasks, and most agents (70%) are seeing a lighter workload, allowing them to focus on more valuable interactions. I believe that by leveraging AI and building a connected enterprise, businesses can transform customer service from a support function into a key strategic driver of value and growth. Read more in the comments below: https://lnkd.in/e6RhY2bN

I’m frequently asked about the real-world applications of #GenAI and #AgenticAI. The latest data from the Capgemini Research Institute underscores their rapid adoption in #customerservice: 86% of organizations have already implemented Gen AI, initiated pilots, or started exploring its potential in their customer service functions. Our latest report highlights how AI is reshaping customer interactions and unlocking new opportunities: · Driving strategic growth, elevating customer service from a support function to a strategic value driver · Enhancing self-service options to better meet customer expectations · Augmenting human agent and thus enhancing their experience The future of customer service is hybrid — a seamless blend of human expertise augmented by AI capabilities. This model not only enhances efficiency but also ensures that customer interactions remain personalized and impactful. As we continue to navigate this exciting landscape, it is clear that embracing AI is not just about staying competitive — it's about leading the charge in transforming customer service into a strategic asset. Read the full report: https://lnkd.in/e7z9h8D9 Darshan Shankavaram Alex Smith-Bingham Arnaud Bouchard Sergey Patsko, Ph.D. Naresh Khanduri Robert (Robbie) Brillhart

Too often, companies think that adding more agents or reducing call times makes their call centers effective. But the reality is different. A recent Gartner study found that 58% of customers will stop doing business with a company after a poor service experience, even if the issue itself gets resolved. Meanwhile, Forrester notes that businesses focusing on value-driven customer service see up to 60% higher customer lifetime value. It’s a reminder that call centers built for volume are no longer enough. Today, they must be built for value. That means shifting from measuring “how many calls” to measuring “how much impact.” So, how can organizations transform their call centers into value centers? 1. Redefine success metrics. Move beyond average handle time and number of calls answered. Instead, measure customer outcomes, satisfaction, and retention. 2. Empower agents with more intelligent systems. Real-time insights, AI-driven routing, and contextual data allow agents to focus on solving problems, not just closing tickets. 3. Personalize every interaction. Customers expect to be remembered. Integrating CRM and conversation history ensures no one feels like they’re starting over. 4. Be proactive, not reactive. Predictive analytics and automation help prevent issues before they escalate, turning service into a driver of loyalty. Many organizations get stuck because they chase efficiency metrics while overlooking the bigger picture. The question we as businesses or governments should be asking is, 'Is every interaction moving the business forward?' #CX #CustomerExperience #DigitalTransformation #KSA

Here’s what I’m learning hosting a weekly LinkedIn Live event. 🧵 The good, bad, and ugly. Why live? Launching the 1000th B2B podcast felt risky. TBPN (and others) are showing how live blurs the line between content and events. It’s authentic, real, uncut — and an opportunity to rise above the noise. I also wanted to democratize access to guests by letting the audience ask their own questions, not just me. So far, here’s what I’ve learned: 1. Driving registrations is hard. Weekly database emails feel spammy. Organic LinkedIn promo gets suppressed, and manually inviting 250 connections at a time is painful. The best tactic: guest enablement. Have them post ahead, connect their socials in StreamYard, and trigger live notifications. Audience borrowing is the name of the game. 2. Despite the pain, LinkedIn Live works as the platform. The built-in virality is hard to beat by any webinar tools. I’m seeing ~10x more participation from network reach than from registrants. 3. Audience engagement needs work. Numbers are still small, and getting viewers to ask questions is tougher than expected. I’ll need new ways to get the audience involved. 4. Production is way easier than I imagined. Tools like StreamYard make it simple. Local recordings = high-quality audio/video to repurpose into podcasts, YouTube, newsletters, and social. 5. Live is a great tip-of-the-spear. An hour of prep + an hour live = a podcast, YouTube video, newsletter, 3 days of social content, plus the event itself. ROI is high, and distribution expands as guests and viewers share. I’m no TBPN yet, but the model feels right. Staying in the game and shipping consistently should build participation. Best of all, I’m putting in reps, improving the craft, and learning what content is most helpful as leaders build brand humanity. Anyone else building a content program with LinkedIn Live? Would love to learn from you.

A subscription is a tactic, not a strategy. It’s a delivery model, not the mission itself. The real strategy is delivering ongoing value that helps your subscribers reach their goals. Because when they win, retention takes care of itself. 1. Go deeper, not wider (at first) Before adding tiers, perks, or a new audience, go deeper with the members you already have. Ask: Are they consistently getting the outcome they came for? That means: ↳ Refining onboarding ↳ Measuring early wins ↳Closing the gap between sign-up and success Retention is a reflection of results. 2. The Access–Consumption–Performance test Every subscription should pass three checkpoints: • Access: Can members easily get what they paid for? • Consumption: Are they actually using it? • Performance: Are they seeing tangible benefits? If any one of these fails, you’ve got a churn risk. Subscribers stay for transformation, not transactions. 3. The ethics filter (yes, it matters) Don’t trap customers with hidden cancellations or manipulative billing cycles. That’s not strategy. It’s survival mode. A great subscription earns loyalty by delivering so much value that members want to stay. If they’d remain even when it’s easy to leave, you’re doing it right. 4. The pricing reality check Pricing is where many teams confuse tactics with strategy. Free trials, flash sales, and bundles work short term. But real strategy aligns pricing with long-term outcomes. Think: ✓ Sustainable for your business ✓ Fair for your customers ✓ Transparent to build trust Price for the relationship, not the renewal. 5. The bigger play nobody’s talking about AI discovery is changing the game. When someone asks ChatGPT for “the best membership for entrepreneurs” or “a trusted subscription in wellness,” it won’t pull the cheapest. It will surface the most cited, most consistent, most trusted brands. That’s why every video, post, and resource you publish matters. You’re training both your audience and the algorithms to see you as the go-to expert. That’s the 2026 play. 6. Redefine your content pulse Your content should reinforce three things: • The outcomes your subscribers achieve • The community and relationships you build • The values your brand lives by One clear strategy. One promise. One recurring result. Because subscription success isn’t about getting people to pay again. It’s about earning their continued belief that you’ll help them win. +++++++++++ 👋 I'm Robbie, I'm a consultant, author, and speaker covering all things subscription businesses. +++++++++++ 🛎 Tap the bell under the banner on my profile to catch the next post. ++++++++++++

In today’s competitive European market, customer service must go beyond simply resolving issues and become a true driver of brand loyalty and revenue. New research from the Capgemini Research Institute reveals fewer than half of consumers are satisfied with their customer service resolution experiences. This presents a significant opportunity for organizations to transform their customer service functions. Generative and agentic AI are already driving impressive results - delivering faster resolutions, improving efficiency, and shifting customer service from a support function to a strategic value driver. Across Europe, we’re witnessing this transformation take shape, according to the report: ✅ The Netherlands leads in Gen AI adoption, with over half of organizations implementing it. ✅ Italy is close behind, with 46% integrating Gen AI to enhance customer interactions. ✅ Across the region, AI-driven solutions are reducing service costs, improving resolution times, and making customer service a strategic value driver. For European business leaders and executives, the message is clear: by harnessing a blend of human and virtual agents, augmented by AI, businesses can redefine and elevate customer service. This shift not only enhances customer satisfaction but also unlocks new revenue opportunities, positioning customer service as a pivotal element of strategic growth. Let's embrace this opportunity to lead the way in customer service innovation. Read the full report to explore the trends shaping the future: https://lnkd.in/gVsxe-iC

Stop sending surveys. Seriously. They're a bad habit that gives you polite, sanitized data, not real insights. I found a way to get a 78% response rate and honest feedback by doing the exact opposite of what every marketing book recommends. Here are 5 customer research methods that beat surveys every single time: 1) WhatsApp Voice Notes > Written Surveys: ↳ People speak faster than they type ↳ Emotion comes through in voice tone ↳ No survey fatigue Method: Send a voice note asking ONE specific question "Hey [Name], quick question - what made you choose us over [competitor]?" 2) Watch Usage > Ask About Usage: ↳ What people do ≠ what they say they do ↳ Behavior reveals truth, words reveal intentions Method: Screen recordings + heatmaps show reality Ask: "How often do you use feature X?" → They say "daily" Data shows: Last used 3 weeks ago 3) Churned Customer Calls > Happy Customer Testimonials: ↳ Satisfaction bias makes happy customers less honest ↳ Churned customers have nothing to lose Method: Call customers who cancelled in the last 30 days "What could we have done differently to keep you?" Most brutal, most valuable insights you'll get. 4) Social Media Stalking > Focus Groups: ↳ Real conversations happen on Twitter/LinkedIn ↳ Unfiltered opinions in natural settings Method: Search "[your brand] OR [competitor] OR [problem you solve]" People complaining/praising without knowing you're watching. 5) Customer Success Team Coffee Chats > Executive Surveys: ↳ Front-line teams hear the real feedback daily ↳ Filter gets removed when it's informal Method: Weekly coffee with CS/Sales teams "What are customers actually saying?" Not the sanitized feedback that reaches leadership. The Pattern I've Noticed: The closer you get to natural conversation, the better the insights. → Formal surveys = What customers think you want to hear → Informal chats = What customers actually think My personal favourite: Join Customer WhatsApp Groups/Communities- I have joined discord & reddit communities Don't moderate. Don't participate initially. Just observe. How they talk about problems. What words they use. Their real frustrations. Pure gold for messaging and positioning. The Reality:Most "customer insights" are actually "customer politeness." People won't tell you your product sucks on a formal survey. They will tell their friend on a WhatsApp call. Your job? Be the friend, not the survey. Which method are you going to try first?

Just because a qualified person opts-in to learn from you doesn’t mean they are a “lead”. A key problem with the old B2B playbook is that too many companies treat every qualified form-fill as an MQL. But that focuses on the fraction of the market that’s “ready to buy” now (5%), while alienating the vast majority (95%) who aren't ready to buy yet. That's what 'lead nurturing' was supposed to solve. But the problem with traditional lead nurturing is that it too often relies on generic, product-centric content pushed through automated email sequences. This 'spray and pray' method rarely considers the individual's specific interests or where they are in their buyer's journey. And few marketers usually treat it as an “always on” education strategy, instead building relatively short sequences against specific goals. This approach misses the opportunity to build long-term relationships and ignores the non-linear nature of most B2B buying journeys Anthony Kennada, CEO of AudiencePlus, has been promoting a different approach: an audience-first strategy. It's about building a community around your brand, not just a list of leads. It's creating content and experiences that people actively seek out and engage with, regardless of whether they're ready to buy. And ideally that content is so good, they’ll subscribe to future content — giving you a valuable path to engage over time. An audience-first approach focuses on delivering value consistently, building trust, and fostering genuine relationships with your entire target market — not just the small percentage who are in-market right now. Here's why this approach works: 1️⃣ Buyers crave valuable content, not product pitches. They want to learn, grow, and connect with peers. Help them do that. 2️⃣ Subscription > lead forms. Don't gate everything behind a form. Let people opt into an ongoing relationship with your brand by managing subscriptions. 3️⃣ Quality matters more than ever. With content abundance, only the truly valuable stuff breaks through. Raise your game. 4️⃣ First-party data is invaluable. A subscription is a direct relationship that helps you understand your audience's real interests and challenges, as opposed to a dark funnel of anonymous buying. 5️⃣ AI can unlock new insights. You can mine those content journeys and engagement patterns to understand deal stories and golden paths. Stan Woods at Velocity Partners recently interviewed Anthony about this and more.  Check out the article in the comments. #B2BMarketing #LeadNurturing #MarTech #ContentStrategy #AudienceFirst #Subscriptions #MQLsareDead