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SHARING THOUGHTS & TOOLS AS I FIND THEM

THE LEVEL UP BLOG

Also check out my vlog and my posts on LinkedIn

1/25/2025

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Soon, machines will be your customers. Here’s how to lead the shift.

 
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AI news is dominating work-related newsfeeds, replacing contact centre agents, and simplifying customer lives.

Yet hardly anyone talks about the curveballs AI-powered customers are about to throw at brands and vendors, or how these changes will redefine the experiences businesses need to deliver.

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1/11/2024

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Three unconventional ways I want to unlock customer transformation in 2024

 
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If I listen to the experts on LinkedIn, customer success in 2024 is about digital transformation, data and, of course, AI.

Of course they are right


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10/8/2023

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The 8 most important questions customer-centric leaders ask.

 
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Which ever way you look at it, customer success is about leadership.
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I’ve experienced this firsthand. Whenever working on a business where the CEO or key senior leaders had the customer in their heart, transformation programmes were easy. Budget was available. Goal posts moved. Stuff got done.
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But, to be fair, it’s not always easy to be a customer-centric leader.

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6/15/2023

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Decoding omotenashi: what it really takes to deliver an exceptional customer experience.

 
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Omotenashi. 
A Japanese word the internet inadequately translates as “hospitality”, or “service with a spirit of wholeheartedness”.

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5/11/2023

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Stop chasing the #CX puck: Level up for tomorrow's experience, today.

 
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They say you cannot win an ice hockey match by chasing the puck. You need to skate where it will be. 
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I increasingly think of this expression when reviewing and discussing customer strategies. 

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4/6/2023

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5 easy AI experiments customer focused professionals can try today

 
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Unless you’ve been living under a rock, you probably got the memo that AI is going to impact the way we do business. By now, you have probably also played with ChatGTP, Bing, Midjourney or the hundred of tools out there. 
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But while it’s fun to put the Mona Lisa on a surfboard or rewrite an email in the words of William Shakespeare, AI is above all a tool. And I want to learn how it affects my trade of customer-centricity. 

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3/2/2023

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AI gives 5 strong reasons why customer experiences don’t need a human touch

 
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In my recent personal newsletter, Thoughts & Tidbits, I made the case that organisations should match their digital transformation investments with a ‘human touch’ for everything they do.

Tactically, because any digital edge will eventually be copied by the competition. Strategically because, until further notice, humans still pay the bills and we like a side serving of humanity. 

Still, we live in a time where nothing is as it was before.

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2/14/2023

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My Customer Experience Valentine Wish for 2023: Less process, more passion

 
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The other day I saw a customer experience checklist that said a business had to be Easy, Fast, Convenient, Trackable, Personalised and Predictive ... OR ELSE, the relationship with its customers would fall apart.
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In my head, it makes sense. In my heart, I have my doubts. 

Especially when looking at my top 'real life' relationship: that with my wife.

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1/12/2023

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An experience that is too effortless can make customers leave your brand

 
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Last week, I got home without remembering how I got there​

No, I wasn’t under the influence. Also, as far as I could tell, my brain was still quite functional.
 
I blanked because I knew the road so well that I walked it on autopilot. All I remembered of my journey was the podcast I was listening to. And the cyclist who nearly ran me over. 

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12/29/2022

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My 2023 resolution: Reboot Customer Experience

 
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To me, customer experience management has always been about making a difference.

Literally, by helping the companies I worked for differentiate. 

Metaphorically, by enriching their customers’ lives. 

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    Alain Thys helps leaders in large organisations drive profit and growth through customer transformation. 

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