4. What changes would you predict for the future of localised solutions in customer support and customer success? What improvements would you like to see?
We think the biggest changes will come with the usage and implementation of AI, but, in this regard, it is key to not lose focus on the personal and localised relationship towards customers. A good combination of AI efficiency plus interacting even more with our customers on a personal level, such as through video, for example.
5. Is there anything you would like to say about how Nexi can help?
As one of the biggest PayTechs in Europe, Nexi will surely focus on being a forerunner of AI implementation and services, while keeping a strong focus on local personal interaction with our customers. We are taking the “European by scale, local by nature” approach in all we do and want to support our customers in their own journey of localisation.
6. Is there anything else you would like to add?
It is always easy to get lost in optimizations of your business, and localisation is often one of the easy things to remove in terms of simplifications. But play close attention to how you risk jeopardizing the customer relationship and consequently your revenue as part of your optimization journey.