Customer Advisory Board Recap: AI-Powered CX Insights

Glad I could be part of this! One of the best things about sessions like this is realizing you're not alone in the challenges you're navigating. Honest customer feedback is how good products get built, and KODIF is clearly committed to that. Real practitioners sharing what's working and what isn't. That's the kind of peer learning you can't manufacture. 💪 Looking forward to seeing how this shapes what comes next from KODIF.

One of the biggest themes from #CrescendoLiveSF: The future of CX belongs to companies building AI-native experiences from the ground up. Unified conversations. Faster resolutions. Better customer outcomes. Read the top 5 takeaways from the event.

Rallying the team around user adoption of new features via incremental goals is key to customer success. AI agents on our API have made it significantly easier to share progress against the goal internally. This week's goal: drive user adoption to $5M in created orders ($1M a day), which is ~25% of our current user base who purchase $1.1B of inventory annually. 3 out of 5 days in we're at $4.7M or 93.6% to goal LFG 🚀

Zendesk used its own AI tools to automate 60% of routine service enquiries, and boosted their customer satisfaction scores by 20% in the process. They then used the freed-up capacity to create new, specialized higher-value roles, provide direct customer consulting, tackle long-standing product backlogs (Tom Eggemeier himself created a coded prototype for an issue that had been in their backlog for four years), identify gaps in their product documentation that further improved their self-service, and launch a robust community program. I just wrote a piece reflecting on these themes and all of the announcements that stood out to me from #ZendeskRelate in Denver on 18-20 May. It just went live on CX Today here -> https://lnkd.in/eBse3A4S Check it out and let me know what you think :) CC: John Kelleher, Saskia S., Joana Oliveira, Teresa Areal de Rothes

Peak season is when most CX teams stop learning and start firefighting. musicMagpie used it as a real-time feedback engine. Jonathan Beirne , Customer & Operations Director at musicMagpie, runs CX for over 9 million customers buying and selling refurbished tech. The kind of operation where one logistics issue during Christmas can snowball into thousands of complaints before anyone in the office sees the pattern. Most retailers in that position run a war room. Stand-ups, escalation chains, a delivery exec staring at Trustpilot. Reactive, expensive, exhausting. Jonathan's team did something different. They set up Anomaly Alerts in Chattermill on delivery, payments, and product quality. When customer sentiment on any of those started deviating from the historical baseline, the team got notified before the complaint volume showed up in the support queue. During peak season, that's the difference between adjusting your delivery routes on Tuesday and reading bad reviews on Friday. 70,000 customer contacts a month, all flowing through one system, with the spikes flagged automatically. 200 hours of manual analysis disappeared. Jonathan says that whenever his team gets any written communication from a customer now, his first thought is: how do we get that into Chattermill ? That reflex is what customer-led actually looks like. Not a quarterly review of NPS. A standing instinct to capture every signal, in the moment, before it disappears.

Shopmonkey switched to Zendesk to bring structure, reliable reporting, and scalable support operations to its auto repair platform: https://lnkd.in/eBT8WcjZ Since then, the team has improved visibility, boosted CSAT into the 90%+ range, accelerated response times, and more effectively enabled AI. It now consistently maintains a sub-five-minute average first response time on chat, while customer satisfaction scores remain in the low to mid-90s. “Historically, we were in the mid-80s. Now, we are seeing a 5-10 percent increase since making the switch,” says Steve Hart, Director of Customer Support at Shopmonkey. “And we’re seeing 65 to 70 percent of tickets resolved in a single interaction — that’s a huge win for both our customers and our team.”

Shopmonkey switched to Zendesk to bring structure, reliable reporting, and scalable support operations to its auto repair platform: https://lnkd.in/g3hnqp8e Since then, the team has improved visibility, boosted CSAT into the 90%+ range, accelerated response times, and more effectively enabled AI. It now consistently maintains a sub-five-minute average first response time on chat, while customer satisfaction scores remain in the low to mid-90s. “Historically, we were in the mid-80s. Now, we are seeing a 5-10 percent increase since making the switch,” says Steve Hart, Director of Customer Support at Shopmonkey. “And we’re seeing 65 to 70 percent of tickets resolved in a single interaction — that’s a huge win for both our customers and our team.”

This week on The Bluejay Times: Customer Journeys Is Live! Over the past few weeks our storyteller Azfar has been building Oswald, a voice agent for a coffee shop, and pushing him closer to production one step at a time. Last week Oswald went from a single prompt agent to a full multi-agent workflow. This week Azfar wanted to go deeper. He wanted Oswald to actually remember the people he talks to. That raised a question most builders eventually run into. How do you test a voice agent that is supposed to have memory across calls? You could call your agent multiple times manually, asking it to schedule, reschedule, and cancel across separate calls. It works, though it is slow and nearly impossible to repeat consistently. So we built Customer Journeys. Same digital human, same context, and a different intent each time they call. Real customers call back, change their minds, and carry history with them every time they do. Until now there was no good way to test for that. If your agent is supposed to remember a customer, now you can actually test whether it does. Read the full story below. 👇

Shopmonkey switched to Zendesk to bring structure, reliable reporting, and scalable support operations to its auto repair platform: https://lnkd.in/eXkKCvVt Since then, the team has improved visibility, boosted CSAT into the 90%+ range, accelerated response times, and more effectively enabled AI. It now consistently maintains a sub-five-minute average first response time on chat, while customer satisfaction scores remain in the low to mid-90s. “Historically, we were in the mid-80s. Now, we are seeing a 5-10 percent increase since making the switch,” says Steve Hart, Director of Customer Support at Shopmonkey. “And we’re seeing 65 to 70 percent of tickets resolved in a single interaction — that’s a huge win for both our customers and our team.”

Shopmonkey switched to Zendesk to bring structure, reliable reporting, and scalable support operations to its auto repair platform: https://lnkd.in/gaN6HMkn Since then, the team has improved visibility, boosted CSAT into the 90%+ range, accelerated response times, and more effectively enabled AI. It now consistently maintains a sub-five-minute average first response time on chat, while customer satisfaction scores remain in the low to mid-90s. “Historically, we were in the mid-80s. Now, we are seeing a 5-10 percent increase since making the switch,” says Steve Hart, Director of Customer Support at Shopmonkey. “And we’re seeing 65 to 70 percent of tickets resolved in a single interaction — that’s a huge win for both our customers and our team.”