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A Holistic View of the Customer

Empowering Customer Service Agents with Knowledge

Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze, a tool that helps companies capture a holistic view of their customers’ data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service.

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Top Takeaways:

  • The lack of information on a specific customer or product is the key problem for most businesses in every industry. Since the data is often scattered across many platforms, it is not readily available to customer service professionals when they need it.
  • Customer service professionals need a one-stop shop where they can have a holistic view of the customer’s information coming from different platforms and departments.
  • Companies need to equip customer service agents with knowledge of the product as well as knowledge of the customer – who they are, what they search for on your website, and what their questions or challenges are.
  • Having the technology to access the right information reduces ticket escalation. But, when ticket escalations do happen, it also helps customer service agents identify the experts inside the organization to help with non-trivial customer issues.
  • You can predict what the problem is because of customer behavior. For example, what they are searching for on your website? Are they watching your videos or webinars? What issues are they calling in with? Knowing that information can help you come up with implicit problem-solving mechanisms, knowledge base articles, and automatic routines that make sure the problems do not ever occur, to begin with.


“Customers today have an “I need it now” approach. Customer service professionals need to know how to easily access information for them to understand the context of the customer’s concerns.”

“The ease of the customer service representative’s job is a great indication of the customer satisfaction levels. Companies need to arm their frontline customer service teams with technology that empowers them to offer a better customer experience.”

“The right technology can help companies anticipate what issues and concerns their customers will be coming to them with. This empowers customer service representatives to give customers exactly what they need when they need it.”

“Customer engagement is not a one-shot problem-solving action; it is a proactive and continuous process.”

“Companies can use AI to look for patterns in customer behavior to anticipate issues and generate solutions before problems even occur.”


Daniel Fallmann founded Mindbreeze in 2005 at the age of 23, after he finished his studies in computer science. As Mindbreeze’s CEO he is a living example of high quality and innovation standards. His passion for enterprise search and machine learning in a big data environment fascinated not only the Mindbreeze employees but also their customers.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What does a holistic view of the customer mean?
  2. How can AI predict customer behavior?
  3. How can companies empower their customer service representatives?
  4. What is the indicator of customer satisfaction levels?
  5. How can companies anticipate customer questions and issues?

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