MEDIA 7 | June 11, 2020
Philippe Guiheneuc is the Marketing Director at Akio, a company that provides customer experience software platforms. It proposes cross-channel solutions that help you with customer engagement management, voice of the customer analysis and brand reputation monitoring.
In this Q&A, Philippe speaks about customer satisfaction, CRM, marketing strategies, challenges, branding, and more.
MEDIA 7: What inspired you to get into Marketing?
PHILIPPE GUIHENEUC: Coming from a family of officials, farmers and painters, I discovered the world of business at the ESSEC business school in Paris. I carefully avoided three subjects: Computer Science, with its flashy green dashboards on a black background, Accounting, for its remarkable ability to make me lose patience, and Selling, because I could not bear to be told no. Consequently, my first job was to sell accounting software!
Only fools refuse to change their mind. So I may be half intelligent, because althoughI have discovered a passion for businesswith its three components (communication-marketing-sales) and innovation, to the point of teaching storytelling in business schools, unfortunately I remain insensitive to the poetry of a P&L.
That's why I chose to work at Akio. Respect for customers is no longer just a professional obligation but an extraordinary lever for growth. Thanks to the Akio.Cx platform, I contribute a little bit every day to make life easier for customer agents, and that's what makes me happy.
M7: What core issue does Akio.Cx software aim to address and what sets it apart from the competition?
PG: Akio is the editor of the omnichannel call centre platform Akio.Cx. Our core mission is to turn complexity into simplicity!
In the context of increased competition, the quality of the response delivered to clients has become a major stake for all companies. However, the job of a customer advisor is becoming increasingly complex as customers use new channels to interact with companies.
With the customer service platform Akio.Cx, the customer service will develop a personalised experience for its clients, regardless of which channel they choose (phone, e-mail, chat, social media, etc.), thanks to unified client knowledge that is reinforced by semantic analysis.
In 20 years, Akio has built a solid base of references among the largest French companies (AxaBanque, Banque de France, MGEN, URSSAF, Air France, Interflora, Engie, GrDF; Sarenza, Kiabi, Arkea, BPI France Cora, LPM Dyneff, Grep, Ircem, Photoweb, Sandoz, MTP, VMmag, MSD, CAFAT, CGSS, OPT, Bruneau, AMDM, etc.)
Initially, the platform was provided ‘on-premise’, then through a ‘hybrid’ model, and since 2017 it’s provided as a ‘SaaS’ tool.
Recently, Akio announced a global partnership with Alcatel-Lucent Enterprise that will offer the Akio.Cx platform to all of its 800,000 customers. This alliance is coupled with a project linked to the notion of the "augmented agent", i.e. high-tech tools made available to customer service representatives to facilitate their work and help them gain in efficiency.
MEDIA 7 | April 3, 2019
Tyler Lessard, VP Marketing of Vidyard has been recently named as an Epic Marketer by Marketo. In this interesting Q&A, Tyler takes us through his marketing journey and shares with us the value of technology in an era where videos are not just visually replenishing, but are also empowering the customer service teams in more ways than one.
MEDIA 7: What were you doing prior to your current position?
TYLER LESSARD: Prior to joining Vidyard as VP Marketing, I spent 10 years at BlackBerry, building out their developer relations program and global partner community. It was an incredible opportunity to learn the importance of relationship building and strong storytelling on a global scale, and the need to simplify how we articulate and position the value of technology for line-of-business customers.
M7: What are the changes that video hosting and management have undergone over the past couple of years at Vidyard?
TL: In recent years we’ve seen the conversation with businesses change from “why should I invest in video” to “how do I unlock the power of video across my marketing, sales and customer service teams”. This has driven us to focus on delivering new solutions through the lenses of these key audiences and what they are really trying to achieve.
We’re now helping marketing teams increase audience engagement with personalized and interactive video experiences, boost conversion rates on digital channels with optimized video experiences within their websites and email marketing, and accelerate deal cycles using video engagement data within their marketing automation platforms to qualify prospects. We’re helping sales development reps stand out and increase their response rates using personalized video messages sent via our Vidyard GoVideo app. And we’re helping customer service teams reduce call volumes and increase customer satisfaction with video-based knowledge articles embedded within customer communities. It’s all about helping businesses leverage video in new ways to improve the customer experience and generate more revenue....
Media 7 | February 14, 2022
Dmitri Zotov, Founder of Affise, talks us through their performance marketing platform, the importance of maintaining the highest levels of customer data security, and also shares his thoughtful insights on the affiliate/partner marketing space in his latest interview with Media 7....