Enabling B2B global customer support

In the CX community this is not news. When it comes to Customer Experience, our expectations are set by the interactions we have with companies like Amazon and Apple (companies on the B2C – Business to Consumer market).

When at work, dealing with other companies (in B2B – Business to Business scenarios), we also expect the same level of service, the same smooth and simple Customer Experiences, the same innovation and type of engagement.

I’m lucky to work with companies in both spaces. One of the B2B companies I work with is Sandvik – a global high-tech and engineering company founded in Sweden in 1862, with 40,000 employees and presence in 160 countries.

My team at Capventis had the pleasure to work with their Global Technical Support Team (for Mobile Mining & Rock Technology), enabling Zendesk – and it’s Support, Chat, Talk, Guide products – to allow them to provide seamless, effortless, convenient omni-channel support to their customers.

The video above shows Sandvik introducing the new Digital Helpdesk in a mission “To provide world leading customer service through a remote 24-hour technical support desk

Note: Sandvik are specialist in “Tools and systems for industrial metal-cutting; Equipment and tools, service and technical solutions for the mining and construction industries; Advanced stainless steels and special alloys as well as products for industrial heating“.

CX Seminar at the Aviva Stadium, Dublin

Almost 50 people attended the CX Seminar that CapricornVentis and Oracle delivered yesterday at the Aviva Stadium in Dublin, Ireland. Following the seminar the attendees enjoyed a gourmet lunch and an amusing stadium tour.


The main focus of the seminar was on the importance and value of CX in today’s markets and organisations, and also how technology could enable it. Then two client success stories were presented by Paddy Power and Abtran.

David Lopes (Oracle CX Strategist) opened with “The Role, Importance and Value of CX“. A great presentation that aroused the attendees, allowed them to perceive what is CX, and facilitated the connection with the technology.

Then it was my turn to present RightNow CX and show how technology can enable CX. Based on a smooth Customer Journey (the story of James, customer of FS Bank) I was able to touch some of the key functionalities around Social, Service, Sales, Outreach, Feedback and Reporting.


From the feedback I got – on the individual and joint Q&A sessions, and over the coffee and lunch breaks – I sensed that people liked the technology. But more important than that, they perceived how RightNow CX can replace many systems and bring them value.

The truth is that most of the companies (if not all of them) still have silos. They use different systems to sell, to log complaints, to market their products, to deal with social media, to analyse voice-of-the-customer. And then they build warehouses for reporting and analytics purposes.

RightNow CX allows them not only to have an all-in-one, industry leading solution, but also much more than that, as it is a very powerful application, full of cool features and functionalities. That can quickly bring added value, by improving the customer and user experience.