We are satisfied with the CG tool, it delivers to our needs, keeps improving and adds features that might be valuable for our future CX strategy. An admin improvement that I appreciate much is the ability to Anonymize and Delete records myself. CG has shown also to be a thought leader with AX strategy. Also the Marketing mails from Cvetilena are much appreciated , like the last with prepared templates. She also did a great work on the Monetize congress in Amsterdam. Elisabeth our CSM, is still junior in experience, but makes up in willingness to help. This year we started to use CG more in our CX strategy and started to lean highly on the tool. This means, we also created more support tickets, that were mostly follow-up to satisfaction. As improvement point, I would give that during for us important moments, I wasn’t always satisfied with turnaround time of the support and CSM, and had to chase a few times. We are in general a low touch customer, but expect that on for us important moments the ‘engagement touch’ model is adapted to this.
