Announcements and Events

Presenting ‘The Expert Corner’ , a series of audio notes with experts and thought leaders across segments to help you power up your work, every week. Today’s Agenda: Barclay Rae, IT service management consultant and author shares his expertise on ‘The Anatomy of a Service Call’. In this 2 minute video, @BarclayRae shares 3 levels you need to consider when involved in a support call that addresses a complaint. Take a look.

The most beautiful part of Communities is that it brings people together- especially in today’s day and age where brands are trying to build meaningful and organic relationships with their customers. Which is what excites us the most. While we're at it, it's incredible to have our efforts recognized by the experts. We've been nominated for the "Best New Community'' at the CMX Community Industry Awards 2022. The Community Industry Awards is the largest event to recognize and celebrate the best in the community industry. Just like always, we would love your encouragement! Voting for the public is open till the 19th of November. Please do cast your vote here: https://bit.ly/3HrpobI (Please choose the category “Best New Community” and select Freshworks) Thank you for making this place delightful. We couldn’t do it without you!

Another day, another episode of the Expert Corner. Today we bring to you Barclay Rae’s inputs on knowledge management. Check it out below - Using knowledge articles: It is important to track articles that weren’t very helpful and share feedback on the why that was the case. Writing an article: Put yourself in the shoes of the person who will be reading the article to make it relevant. Managing knowledge articles: Always measure the success of it - was it helpful? How often was it used? Until next time,

Hey folks! On board with IT expert, @BarclayRae, as we take a look at the value of good logging - Why is it important to document all that we do properly? Can good quality and consistent data help you, your colleagues and the business in the future? Find out in 125 seconds.

We are thrilled to present to you The CX Review - a thought leadership publication on CX that lives to serve those who care deeply about customer experiences. Through high-quality writing, The CX Review will dive deep into all matters of CX from a place of genuine curiosity. It explores popular notions, unpacks truths, and clears the path for delightful CX strategies. The inaugural issue addresses how to manage uncertainties to ensure customer-centricity. In the light of the global pandemic, a whole range of complex and unfamiliar problems have come up for business leaders, especially those in customer-facing roles. Read the inaugural here: https://www.thecxreview.com/ A huge shoutout to @meeta.sharma who has spearhaded the efforts in launching this. Feel free to reach out to Meeta, @ThatCommunityGuy, or me for any feedback / assistance.

We’re back with Episode 2 of Community Matters, a series of Fireside chats with industry experts to know more about the importance of online communities. On August 26, 2021, IT Analyst, Stephen Mann @manns will be joining us for a live conversation around recent IT trends and the influence of online communities in fostering peer-to-peer support among IT professionals. Here is your chance to ask him anything around IT Service Management, employee experience and wellbeing, online communities and more. Please post your questions as comments below. Episode 2: Reimagining ITSM with Online Communities IT service management is continuously evolving. Organizations are taking steps to ensure meeting higher employee expectations, while adapting to workplace reconstruction. A critical piece of the puzzle, sometimes overlooked, involves sharing resources and engaging with peers to achieve efficiency. Join us for a fireside chat with IT analyst, Stephen Mann, in our second episode of ‘Community Mat

Jo Causon, CEO at Institute of Customer Service, shares four must-have qualities to be successful in customer service in sixty seconds!

The pandemic has expedited the migration of clients to a variety of digital platforms. Clearly, a completely digitized customer experience is essential to the survival of the company. But how can we make this leap between the essential and the exquisite experiences? Catch Simon Johnson (General Manager of Freshworks, UK&I) and CX-expert Ian Golding (Founder and CEO of Customer Experience Consultancy) discuss this issue during lunch. Recording available below.

In a world with abundant choices and means, curators of great customer experiences have a disproportionate advantage. The better the experience, the more people turn to it and talk about it.So what's the secret sauce for a memorable customer experience? Join Simon Johnson (GM, Freshworks UK & I) and CX expert Geoff Ramm for the big reveal Today at 1 pm BST.

If CX is on your mind, conversations here are going to be brain fodder Join us for the launch of THE LATE LUNCH A new CX-focused LinkedIn Live series where we sit down with a CX expert and chat away for 30 minutes about the latest in the world of CX over lunch. Kick-off: Mon, May 24, 1 pm BST In the pilot episode, Simon Johnson (GM, Freshworks UK & I) talks to Martin Hill-Wilson (CEO, Brainfood Consulting) about how customer service teams can bring down customer anxieties related to automated systems. Who should attend: Anyone who’s knee-deep in automation (read: chatbot and automated self-service users) or looking to get started with it soon. Save your spot here. To know more, view trailer here

Introducing Community Matters, a series of Fireside chats with industry experts to know more about the importance of online communities. Episode 1: The role of an online community in shaping the customer experience. According to Gartner, 80% of all organizations expect to compete on CX. These brands go above and beyond to set up great customer journeys, including significant investments in customer journey mapping, omnichannel experiences and customer analytics. However, one aspect that’s often forgotten but yet is critical is an online customer community. Join us for the first episode of “Community Matters” as we host Shep Hyken to discuss an online community’s importance in shaping the customer experience. We’ll discuss how online communities: Contribute to a higher trust in your brand Act as a source of first-party customer data and identify issues before they blow up Can be a form of self-service for faster resolution and lower cost