Welcome back. Welcome back. Thank you for staying with us. My name is Stephanie Ayeta. What an incredible interview Sakwa had there. Now we're moving on to Marta's health and today we want to talk about physical and mental wellness. And for this particular conversation, we're joined by an expert. He's a fitness instructor who goes by the name Brian Odiambo. I thank you so much Steve. Glad to have you with us. I thank you. I'm glad you guys have me here. Okay, awesome. Okay, maybe introduce yourself a little more than what I've already introduced you. Well, you called me Brian Odiambo, but I prefer being called Panda. Everyone knows me as Panda. Okay. Yeah, but Brian Odiambo is my official ID name. So that is good for people to know, but when you say Panda, everyone will know who I am. So what that you're associated with? Yes. So I'm a certified fitness trainer. I'm also the founder of Fitipanda.com. Fitipanda.com is a home workout website where I have subscribers come in, sign up, and work out with me live from any part of the world. Okay. Yeah, so we work out on Monday, Tuesday, Thursday and Friday at 6 a.m. is African time. But I leave the link up to 24 hours so that if you're working out from the States, you can get the workouts at 6 a.m. your time, which is 2 a.m. here. But still the goal is to help people with consistency. So I've been doing this since the coronavirus pandemic time. And yeah, it's a bit different from the physical aspect of fitness, but it's the future of fitness. I promise you. So because this is very unique, we're used to, you know, that's where we do training. So yours also my aliens are with the pandemic. Yeah. What do you see the need?  So what happened is I used to do physical, but I used to focus on groups because only because of logistics. I mean, you can't have a client in let's say Rungai, then have another client in Rwaka. It's crazy. So what I opted to do was find a way of reaching as many people as possible at one particular time. So the corona pandemic to some extent was like, I wouldn't say a blessing, but it was a blessing for me because it made people realize that you don't really need to go to the gym to work out. You can do it from your home. Out of 10 people, how many people want to build muscles? Only one probably or zero, but everyone needs to be healthy out of 10. And you can achieve fitness and help by just walking every day, jogging every day, skipping the house every day. If you do that every day and someone goes to the gym once a week, the person who walks every day is so much healthier. Because everyone is judging fitness based on the outlook, like physically. What you see now, you build, you think not everyone who's slim is healthy. Not everyone who's big is unhealthy. So that is the aspect of it. And what I realized was I was doing free Instagram live workouts. Mondays, Wednesdays and Fridays during the pandemic. And I could have up to like 400 viewers working out with me consistently. So I thought, why don't I just make a website whereby people can just come and sign up as much as they love working out. I also want to be paid and I have to pay the bills. So it was an aspect of it. And I continued it. So it was an eye-opener and an expectation? It was an eye-opener. It was an opportunity coming up and just grabbing the opportunity. And they're so far so good. And that is the future of fitness. Now you see everyone is using an app to work out. You don't need a fitness trainer, but fitness trainers are very important when it comes to motivation. So even if you, Steph, you can motivate someone to work out every day, you are a better fitness trainer than someone who cannot do that. Because the reason why people don't achieve their fitness goals, body goals is because lack of consistency. The lack of motivation. And lack of motivation. So when you have someone to push you, then it makes a difference. To push you eventually becomes a habit and you don't need them anymore. Okay. All right. And this also opened you up to the world because now physical only limits you to Kenyans. But now you have people, as you've said, joining from abroad. Yeah. So now the other aspect of fitness with panda consultants is I have private clients who I work out with every day. Like they have schedules. I have a class at eight, nine, 10, 11 up to four. And they're from different parts of the world. I don't have any Kenyan clients, unfortunately. Or for the private classes. For the private class. Because they'll say, why would I give you a thousand shillings per session when I can pay 3500 for a gym? Unfortunately, that 3500 for a month, they go to the gym once a month. Yeah. But there are people who really appreciate fitness. They want that motivation and they would pay you anything to be there for them. Okay. So someone can actually do this full time. This is my career. This is the only thing I do. Wow. Yeah. Amazing. That's why the right person to talk to us about now, fitness. You've said, you've clearly said that a slim person, come on Mimi. I'm not the most healthy person because that's an example. Yeah, that's an example. A big person kind of can be healthy, but we think otherwise. So tell us a little bit about, you know, the myths that we have on being fit and what it actually means to be fit. The first myth is that people think that you have to work out for hours to achieve, to be healthier fit. Okay. The second myth is you have to do strenuous workout for you to, workout does not have to feel like a task. That's why I say the first thing is this, you have to understand that if you put in 30 minutes every day of skipping or walking or jogging or just doing some push ups, it is, it can go a long way. Do you know why? Because we shouldn't judge you physically. Like if someone sees me, they say, you build, are you fit? No. Whatever happens inside the body is what is most important. You know, your heartbeat rates, your digestive system, your cardiac, there's so many things happening when you work out in your body that if people understood, trust me, no one will need to convince you to work out because anyone who's working out consistently right now, 10 years from now, they'll be very grateful that they started. That's why I tell people, listen, even if it's free, just find a way of working out because your body is all you have to, and the less you do with your body, it digresses. That's why people in the old age, Unapatham 2 is 80 years and they look so much strong. Why? Because they're still going to the Shamba, they're still doing something, they're lifting something. But us, if you meet someone who's 30 years right now, they look so tired and frustrated and everything. It's just because they don't do so much with their body. The body can take so much and you need to keep it as active as possible. So basically the work that's to do now, it's like an investment for the future. It helps when you grow old. That is the perfect thing you say, this is an investment because one, you have to buy time for yourself. If everything remains constant, that means if you don't get hit by a car or you don't fall from a bridge or anything, if everything remains constant, the people who are working out right now have a higher chance of enjoying life later more. You want to play with a kid when you're still at 50, at 60, you want to go to the football matches. You can't do that if you have back pains, if you're feeling lazy, if you're too big, you know. So my advice for everyone is do something with the body every day. Trust me, it will be better. And at the same time, you don't have to, right now on social media, working out has been made to be like, it's so complex. It's working out is so easy. If you wake up in the morning, do 20 startups, 10 push-ups, 10 sit-ups, you're done with your work because you've worked your shoulder, you've worked your legs, you've worked your heart, you've worked so many things. 30 minutes and you're done. So 30 minutes for how long? Five times a week? No, this is the thing about working out. There's nothing like too much working out. If you work out too much, your body will tell you and then you'll stop. When you stop, that means you've worked too much. And when you stop, it means you're being your body. So what I advise people is even start with three times a week. It's fine. Benefits of working out three times a week and five times a week might be different, yes. But the one thing that is constant is that you are healthy, all of you are healthy. That's what I'm saying. We might all go to the gym, but not everyone will build muscles and get a six-pack and everything, but everyone will be healthier. Everyone who goes to the gym will be healthier because your body is moving. All right. Okay. And what do you think about, what's your take on the gastric balloon and the, you know, the some drinks that people take to at least slim, you know, in line of being fit or if you're big, then you, you know, to avoid the tasks and work that comes with exercising or gymming, what do you make of that? All right. I'll start with the, with this. If you had started working out earlier, you would have needed to take all those things. Okay. Secondly, how safe are those things? Lastly, when you talk to, you take those things, what do you benefit from them? Okay, you lose weight, but then what happens to your other aspect? What happens to your mind? What happens to your energy levels? What happens to your confidence? You know, so there are these, there are green teas and everything you see in China. People live for so long. The life experience is, is high. Why? Because of their lifestyle, those people work so hard, they move so much and they eat right. 80% of your health is determined by what you eat. 20% is your fitness. So you, I see people working out so hard, but their discipline in the plate is, is insane. And most of the things that they eat are unnecessary. I will tell you this, you can survive your whole life without bread, without milk, without sugar, without KFC, without coke, without fat, you can survive. But now, unfortunately, unfortunately, we have triggers that make us feel like those are the things we need, but we don't need them. We buy KFC because it's bougie. You'll be seen as someone who's doing well in life. It's insane. You don't need KFC. Okay. But people buy it also because it's, it's good. You, you feel right. I mean, it's tasty. That is the thing. What do you mean it's tasty? If you eat, if you eat, if you eat chicken, well-cooked chicken, it's also okay. Yeah. And you'll be fine. And it's so good for you because it's good proteins. It's the right amount of fat and everything. But anyway, the other thing about the shortcuts, I call them shortcut, because people also go for procedures. True. Yeah. People of Gansaji. Yeah. And it's good for you. I mean, if you have the money, go for the procedure. It's good. If it's safe, if there's no sugar, it's good for you. But at the end of the day, when you work out, one, one of the most important thing that happens to you is there are some hormones that are produced. Endorphins. Yeah. Feel good hormones. You can't get that by getting a procedure. In fact, you'll have time to heal.  But would you prefer to have something that hits your full body? Something that makes your bones stronger? Something that makes that ensure that your digestive system is always okay? Something that makes you feel good about yourself? Do you know the feeling you have when you accomplish a fitness program? It's insane. Tell us a little bit about that, because we're talking with one of my co-hosts and he was telling me about how it boosts the energy levels just by doing exercise. The things that people don't understand about fitness. The only way I know that I've finished a program and succeeded is when I achieve a certain thing. When you work out, the hormones produce. According to research, it shows that people who work out are happier than people who don't work out. Secondly, research shows that people who work out in an office set up, those who work out often are more productive than those who don't work out. All right. And also research shows that those people who have embraced working out as a lifestyle are less affected by other things. They are so confident in themselves that you reduce conflict. What do you say? Do you know that if you work out, you don't become tired? You're less tired? Because if I wake up in the morning, right now I wouldn't know because this would be my lifestyle for all my life. But if you used to not work out and start working out, you'll become more energetic as the days go by because your metabolism system in the latex phania, your rate is going up. I'm still losing some weight if I worked out in the morning. Yeah, you get it. So working out, benefits of working out, let's say, psychologically and physiologically, it's a lot compared to physically. Physically, automatically I'm a rip. And you can rip, you can use supplements to rip. You can go for procedures to be fine.  Me, the first thing I ask you as a client, what do you want to achieve? What has come to my mind? I have a wedding in four months. I need to cut. I need to flatten me. You need to check your dress. Being the person that I am because as much as I want to make money from it, I also want to really be honest with you. You cannot achieve losing 20 kg weight within four months when it took you four years to gain that weight. It cannot. It has to be very intense. You have to stop eating and that would be so intense. Sustainable working out. That's why when I see people trying to work out on things they see on social media, it's crazy for me because these are recorded things. Someone has done this shoot for all day. Yeah, you know, and they are very unnecessary. You see someone doing work out with their elbows. Why will that help you? I mean, you have to do sustainable work out. That's what I tell people. Get a right program for you. That's where you need a fitness trainer and then follow it consistently. Out of 365 days, if you work out for 250 days, that is almost four times a week, you're set. And then you will never have to worry about a wedding in four months.  It's your part. So what you need to do is make fitness your lifestyle. Once you make it your lifestyle, you'll be shocked. It stopped becoming a task. People feel tired working out. It's not. Trust me. It's not going to the hospital to pay bills when you could avoid it. Even a doctor gives you a medicine and tells you, okay, incorporate it into some work out. Yeah, true. Why do you have to wait until you have to go to the hospital? And I'm not going to jinx it. I can't remember the last time I was sick. Wow. Amazing. And to be honest, I put it out to working out. To keeping your body fit and everything. A lot can happen to your body, but if you really work out, trust me, you'll never regret. So would you advise that people work out in the morning as compared to the evening? No. There's no right time to work out. It depends on the energy level. Why I prefer for you to work out in the morning is because you're very fresh. It's a perfect way to start your day. Working out in the evening, you've been through a lot. Probably someone has ruined your mood and so much. But again, if someone rules your mood, the best way to get back to your mood is working out. And we want to come to that with connecting it with mental health. So how would you say working out helps? Mental health is a bit of a tricky conversation because first people don't want to talk about their mental health because they're scared of being judged. And trust me, everyone is going through something. Now working out in connection with mental health comes in, like I said earlier, when you work out, what is the problem with mental health? Is it, it can be depression, it can be anxiety, it can just be feeling low. And it's a lot of things. But trust me, when you work out, the releasing of the endorphins, the good feeling hormones, those are the things that can improve your mood. So when you're depressed, for example, you're so much into thoughts, for example. You can't think, you can't make decisions, you might get into addictions and so on. Working out has been proven to release the endorphins. So that is one thing, that alone tells you you need to work out. I've told you that the people who work out more are happier compared to the people who don't work out. And that's scientifically proven. The other thing is, when you work out, you clear your mind.  So when you work out, you're always in that state of dyseuphoria, you feel good, you feel confident in yourself. When you complete the workout itself, you feel so good. That alone might be a small, it can be an hour or 30 minutes, but it's so much better than you being depressed or have anxiety the whole day. You get it? Yeah, so mental health cannot be cured with one completely, but it can be managed. It can be managed. And I'm coming from a space where I can actually tell you that fitness literally saved me. Apart from it being my source of income, I was in a space whereby I didn't know what to do with life really. I really didn't know. And every time I couldn't do whatever, anything, it was me at the gym. And that is the place I felt so confident, so I felt so good. And that is the place I've thought about the idea of starting my own business, starting my own website. That's the place I felt, I'm confident enough, I can do this. You see, so especially young people, they suffer with one of the worst things they suffer with is lack of confidence. And it drops down.  Yeah, you get into something that will take you away from it, you get into drugs and everything. It's a struggle that only people understand one by one, but I can tell you, if you pick working out, you're halfway there. You're halfway there. And it's such as shown, so many people have gotten out of addiction, out of mental health issues through working out. Okay, because it takes your mind off things. And the side effects are always positive. Okay, you want to take drugs for your mental health issue, it's fine. But for how long? And how many people can afford those drugs? How many people are suffering mental health and can actually talk to us as psychiatrists? Working out, you don't need to pay the gym, run, skip, do something, vent out through that, the energy that you use, gradually before you know it, you are out of that deep. And people think it's a cliche, but really, it's very important that people embrace working out as a lifestyle. Initially, you talked about some basic exercises that I recommended, push ups, C taps, and the other two that you mentioned, but does it cut across all ages, among all body types, because some people are big and doing that can be a bit strenuous and be the push ups and what not. So what would you advise? The beauty about working out is that, especially body weight workout, home workouts, is that you don't need equipment. Secondly, when you use your body to work out, you have the freedom to do the advanced level, the people who advanced, like for example, if I do a start jacks, if I do the start jack, I have to move my arms and jump up and down for as long as I can. But at the same time, an obese person can still do it, but in a variation. These are modified versions of it. So first of all, understand what your goal is when it comes to fitness. If your goal is to achieve a certain body type, be ready to put in work for over four years. Be ready to sacrifice you what you eat. The other thing is understand your energy levels. What time do you prefer to work out? Stuff like that. But what is consistent is all workouts can be modified to fit in all genders, to fit in all fitness levels. Those are the most important things. There are women who can deadlift the same as men. They are exceptional women. There are women who can bench press as men. There are women who can do burpees as men. There are women who take part in crossfit. It's more of a habit, repetition, aggressiveness, progressiveness, and all that. So you don't have to worry about those. Just start. First start, and that's why it's important to get someone to guide you. Get a fitness trainer. Say, fitness trainer wants me to pay him 10,000 a month. For that you don't need to buy something else. When it becomes one million because of your heart problem, you could have avoided that kitambo by just getting a fitness trainer to guide you for six months and then move on with your life without the fitness trainer. So understand what you want from fitness. Be very realistic. Just like setting your goals, smart goals. Just be realistic with your goals. Give it time, measure your goals, and be very honest yourself, and should be fine with fitness. But your goal should never, I advise people, your goal should never be to achieve a certain body type. Your goal should be to be consistent for as long as you can. Because if you're consistent for a year, whether you like it or not, you'll see a major change in your body type, whether you like it or not. As long as you're consistent, that's why I tell people, let's do a hundred days. Don't worry about whether you achieve your goals or not. Just do it for a hundred days. Let's see what happens. And 50% of those people will live there with fitness as their lifestyle. They will never want to stop again in their life. All right. And the people, I'm talking about my kind of people, the slim people, who do not take fitness seriously because after all, I don't need to lose weight at the end of the day. But you said fitness should be a lifestyle because of health. But at the same time, when you work out, let's say I'm this size and I don't want to become any slimmer than I already am. So that would mean that I'll reduce weight or I'll be slimmer than that. So how do I go about it? Again, like I've said, know your body type. So if you're slim, you don't have to do so much cardio because cardio will help you burn more calories. You know your body, as a, let's say women, women need 2000 calories a day to have a standard body weight. And men need 2500. So if you work out a lot and lose like 500 calories, now you lose more weight. So you don't have to do the cardio.  You have to do your squats. You have to do your bridges to tone your back. Like women want to have a certain back, a certain tummy. So you do your abs workout. Eat right, do your abs workout. You will achieve that. And again, as long as your body is moving, trust me, you're gaining, you don't have to lose weight because if you look either way, if you're slim and you stop eating, you'll get slimmer. If you're slim and you lose so much weight through cardio and everything, but then there are workouts that you need to do that will not be so much into you losing your weight. Yeah, if you do push-ups, you'll just have a well toned arm, shoulder, chest, you know. If you do your bridges, you'll have toned glutes, quads, and that's it. So if you see me doing my cardio, trust me, I'm either an athlete or I really want to lose so much weight or I just want to have a different level of fitness. If you see someone not doing their cardio, but they're working out, lifting their weights and everything, they're just turning their body. So trust me, there's something that can work for each and every person. So my producer, I'm going to ask you and I'll say, the slim people up there, I'm going to cut out your stretching. I'm going to cut out for some reason, I don't know why, but now for the ladies that still want to, because also building muscles, there are people who don't want to build that because they want to be, I mean, feminine, you know. Amma, you don't want the, what do you call them? The calves. The calves, yes. So is there a way to still do squats and not have that? No, listen. Why men are masculine is because they have certain chromosomes in them compared to women. Women don't have those. So for a woman to build and become masculine, they've used, they're either bodybuilders and they've used supplements and stuff. But as a lady, as an, let me say normal, for lack of a better word, lady, there's no workout you can do that can make you so masculine. Those are myths and that is why I'm saying there's so much information going around, but you don't know what is true and what is not true. So what I advise a slim lady to be, from my point of view, is this, if you do your squats as a slim lady, you'll only turn your legs. Squats are for your quads. There's no way you'll do squats and your arms get masculine. There's no way you'll do push-ups and your legs get masculine. So what you need to do is just use your body weight workout. You can lift some weights and that will just turn your body because you're building muscles. You know that as a man, I will build muscles and become big. But as a lady, you basically, that's what I call a turning. So there are workouts for ladies that are very good for their specific body type and there are workouts for ladies who are big because they have to do their cardio because they want to lose weight, they have to eat right and so on.  All right, amazing. So and with age, now if, I know we're in the youth station but we have one older, an elder person young at heart, can they also do the same exercises that a young person can do or also, does that also require you to know, to have a fitness trainer or know a particular type of exercise that they should do? Yeah, so like I said earlier, the workout that we do in Kenya, all body weight workouts are done all over the world, they're standard. So the only difference is modification. If I do an advanced version of barpees, a 45-50-year-old should be able to do a modified version of it. They're always modified. That's what I'm telling you, fitness trainers are very important because they will guide you through that step but there's no particular age for stopping working out. Yeah, because I see people who are even 60s and they're working out religiously and they're okay, but those are people who started a long time ago. That's what I'm telling you, you want to be that person 50 years from now. So just make it a lifestyle. Make it a lifestyle start now so that when it reaches that time, it doesn't become a shock to you, you have to change. But their workouts, even for the elderly, yeah, you know, the workout will sit it down, they just raise your arms, they just raise your feet from sitting, there's always a modification of the workout. So no matter what age you are, as long as you have your healthy to a certain extent, you can be able to always work out. Yeah, of course, under guidance. Okay, what about you said that 80% is on the food, 20% on the workout. So what foods should people stop eating? I'll say this and my emphasis is on sugar, sugar, wheat. I'm saying do this, eat in moderation, eat whatever you want in moderation. But if you can avoid sugar, if you can avoid wheat, you can avoid unhealthy fats, you know, you don't need, up to now I can say it, you don't need to eat pizza. You don't need to eat pizza, really, you don't. But it's a staple food for some people maybe in Italy, and they're okay with it, and they've lived of their life on it. But understand everything in moderation, your body can, as long as your body has got a balance, there's nothing in excess or nothing, the people who are who have a bad eating habit, whereby they don't want to eat at all, or they eat on the top, they're very thin, anaerogistic. Yeah, I think that's the word. Yeah, that is still, but they're thin, but they're still unhealthy, that's not a healthy way of living. And why is that? Because they don't eat enough. So as long as you have balance in your body, the right amount of everything that you need, then it should be fine. So if you want to have your cheat days, have your pizza, okay, but take it in moderation. How can someone eat pizza every day? I don't understand that, but, well, everyone has to eat their own. How can someone want to eat KFC every day? Unless it's a habit. Do you need sugar every day? No, you don't need. Do you need soda in your life? No, you don't need soda in your life. So now we talk about it, and it's 10 years from now. So many people are going to hospital because of sugar. It comes back to haunt you. Haunt you. So as far as nutrition is concerned, I would tell people that get an expert who's an expert in nutrition, and they'll guide you through what you need to eat. And nutrition also is good when in compared to workout, when you want to, if you want to gain weight, you just eat more calories. Yeah, if you want to lose weight, reduce your calorie intake. But like I said, if you can avoid the sugars, the sodas, KFCs, just leave them. Eat, cook at home. You'll be shocked what you change with your body. Cook at home, pick up your food, and now life can be busy. But if you can do your mail prep, cook on Sunday and store them through the week, it will be good for you. Okay, amazing. Before we come to a close on this, I want you to talk about those that are going through you know, therapy, you know, some people are told now to go and exercise a bit when you're going to back problem. So what sort of exercise do they need or does that also? Now that you have to need a specialist. Again, I come back to it. What is the root of the problem? If it's not an accident, some people just have back pains and muscle pains just because of lack of activity. There are people who eventually you see them. Initially, they are sitting upright, then all of a sudden they're bending. It's just a lifestyle. You're so used to sitting in the office the whole day and everything. Eventually, you develop back pains. That's why I tell people like, if you're working in an office, work after every one hour. Just you're in a computer, after one hour's mama, walk around, come back. It's very important during your lunch break, work around the office and you'll feel better. But when it comes to joint pains and everything you need to visit a specialist, that would be better because you don't want to make it even once. But the back workouts you can do at home to strengthen your back. The goal of working out is actually to strengthen your body, your bones, your back and everything. So again, start early, start now, get a fitness trainer to guide you and you should be fine. Okay. Speak to that person who usually says the best excuse for most people. I don't have time. I have the eight to five job. So exercising, seriously, exercising an attacker but seriously. I would tell these people that how important is your life? Is it that your work is so important than your health? I think about it from that perspective. Okay, let me give you the benefits of working out that people would think and say, oh, I need to work out.  So when you say that, everyone is like, so what? It improves your flexibility. Okay. Improves your stamina. And that's for men and women. For the women, I can say this, I hope, the women who cannot, let's say, be on top for long. And that will be a deal breaking relationship. Don't be shocked. It will be that some men will be like, okay, so you can't be on top for long. Maybe I could get a better partner. You see, you don't have to lose the love of your life because you can be on top for 10 minutes. That'd be so sad, right? So you have to marry someone else because you have 10. So what I need you to do is, one, if you do your squats, you get stronger legs. You can be on top for more than 10 minutes. Okay. Two, when you work out more often, you appreciate your body, you feel more confident.  It's sad. It's very sad. The other thing is flexibility. There are people who cannot do certain things that their partners love in terms of position and everything. Working out can help you. And lastly, when it comes to sex, stamina. I'm not saying you should last for one hour. I mean, some people say that's exaggerated, but still, you don't want to last for three minutes. Yeah.  Secondly, working out improves your creativity and productivity. Entrepreneurs, people do business and even at work, there's so much frustration that the only thing you want is just put on your gloves and go punch a bug for like an hour. And trust me, you'll even forget about that incident. So think about your life in this aspect. Your life becomes better with working out, even if you're earning a million shillings a month. Even see, even the richest people work out. You really don't want to put in work for that. And trust me, if you work out now, you'll be better. You'll be better at your work. You'll get your promotions if you want. And you'll keep on improving in life. So it's an all round thing. Working out, so 90% of our problems. Okay. If you put it like that, and you know, I'm just laughing on my ear because they need to ask you, you know, after the interview is done, because they're PG and above. Okay. Yeah. So to wrap this up, what would you want to say to someone as a take home for both physical and mental health, just putting it all together from all that you've said? And this is a comment. Oh, that's my comment. Okay. So I would say this with a very heavy heart that start now. It's not even a cliche. One, make working out your lifestyle. Just every day, do something for your body. It will help you, the mental health, in so many aspects, because the reasons why we have mental health issues just start from things like confidence, things like lack of self awareness and stuff like that. But working out really keeps you aware about what you want to achieve, how you can achieve it. So one, make working out your lifestyle. Two, be as consistent as possible. And most importantly, don't quit on yourself. It takes time. Just be patient with yourself. Start now, start slow, and I guarantee you, you'll never regret it. 10 years from now. You'll remember that you should have started. Wow, amazing. Just a personal question, Kando and Ahizi, do you get just ladies coming on board just because they want to see you? Of course. Most fitness trainers, but it's, what can you call it, it's an excitement. People get excited to see you. Within 20 days, they're bored. So you need to have the right motivation. Yeah, so for me, the thing is I always try to create meaningful relationships with my clients. The extent that they trust you, and once they trust you, and they're so glued to you, now they can believe that you can help them with the transformation. And before you know it, they achieve their goals. As a personal trainer, my biggest achievement would be to see someone work out for 100 days straight. I'd be so happy. And most people are doing that and that's the all you can achieve. After all, how many ladies can you entertain? Not so many. You're just one mind. Yeah, please, yeah. Okay. Web, can people get you as well? Oh, yes. You can follow me on Instagram at pandamukano. You can also visit my website, fitwithpanda.com. And on my website, you can get my numbers where you can contact me for private sessions and consultations. All right. Thank you very much.  Call me panda. I appreciate that. Thank you very much for coming on board and sharing. These are amazing insights. Thank you so much for having me. Okay, all right. So this has been the health segment with Panda, who's a fitness trainer. I hope you've gotten something from the conversation. Now we're going to take a short break and then Callomy Vow is coming on board with yet another interesting conversation. Don't go too far. This is why in the morning.


This study investigates the role of neuropeptide Y, NPY, in migraine-like phenotypes. It uses a mouse model of migraine induced by glyceryl trinitrate, GTN, and finds that GTN reduces the number of GFP plus cells in the medial herbenula, MHB. The authors also show that NPY can reduce GTN-induced allodynia and anxiety, suggesting that NPY signaling in the MHB plays a role in the modulation of migraine-related symptoms. Additionally, they demonstrate that activation of the Y1 receptor tenuates GTN-induced allodynia and anxiety, providing evidence that the Y1 receptor could be a potential target for treating migraine. This article was authored by Chen Xiaoyang, Zihua Gong, Xiaocheng Zhong, and others.


Super godt. Så fik vi styr på alle det praktiske. Og jeg er det velkommen og tak fordi I deltager på det her inspirationswebinar. Lad mig starte med at spørge om, hvordan I mødekommer og overgår din virksomhed forventninger til god kundeservice i 2021. Netop på det her webinar hjem, der dykker vi ned i, og kommer med bud på, hvordan du kan styrke og lavere gode kunde oplevelser. Så i følge statistikken, der er 41% af virksomhederne, at de giver en overliggende kundeservice oplevelse. Men det er faktisk bare 8% af kunder, der faktisk er enig. Så hvordan ser du bort for de her procenter, og overgår rent faktisk dine kunders forventninger? Vi sidder altså godt i følelset, og med dette hjem, der kommer der nogle nødvendige ændringer til, hvordan du opbygger og plejer relationer til potentielle, men også eksisterende kunder. Så vi vil derfor på det her webinar stille skarp på, hvordan du kan anvende superofficer-kostnere engagementplattform, som værker sig til at centralisere dine interaktioner, som du har med dine kunder. Så du netop i sidste ende kan imødekomme og overgå deres forventninger, uden at skulle opskalere dit team. Så lige kort, hvem vi er, som sidder her over i den anden ende, er skærmen, og har fornøjelsen af at være sammen med jer, den her forbeder, jeg hedder selv Camilla, og sidder i superofficer-kostnere-espilsteam, hvor min rolle er netop at hjælpe jer med bedre anvendelse af jer og superofficer, og sparing i forhold til at udenøtte funktionalitet og mulighed og bedst mulighed. Så har han min Norske CX-kollega Sjenette med mig i dag, og Sjenette vil jo selv gennemgå indholdet af hendes presentation, men lige kort, hvad du kan glæde dig til hjemme, så vil hun dykke ned i, hvad definerer den moderne kunden i dag, og hvordan kan du imødekomme den kundens forventninger. Og så vil hun fokusere på, hvordan du kan leverere god kundeservice gennem koste mig engagementplattformen, og her underviser nogle eksempler i en demo. Og som vi har gjort før, så vil Sjenettes presentation blive afspillet den her tidligere, det er en videooptalelse, som jeg sætter på, og hun snakker engelsk, der vil være danske undertexter på dem, men som sagt så selvom, at det er en optalelse, så vil vi gerne her lokal i superoffic Danmark, gerne præge indholdet vidst selv at være til sted i dag, og vi har vores egen tjert, hvor I kan stille spørgsmål til os personer. Så har du spørgsmål under vejs til det, som Sjenette kommer ind på, så stille dem endelig i tjerten, og så tager vi dem med til sidst efter presentationen. Og apropos tjerten, så har jeg min kollega Kim til at hjælpe mig med at svare på jeres gode spørgsmål. Han er teknisk konsulent og 100 meter mester i kvr. engagementplattformen, så han sidder klar til at hjælpe med at svare på spørgsmål. Nå, men med denne her introduktion, ja, men så vil jeg egentlig bare give mikrofonen videre til Sjenette, og så vil jeg vente bag og efter at samle op. Og med denne her introduktion kommer du til at sætte ud af, hvordan du bygger, og hvilke relationer du har med potentiale og assistere. Og i denne her færdighed, vi skriver, hvordan du skal stå op dine CX-indictene, til den næste færdighed, og hvordan du kan møde, og hvilke kvr-exploitationer du har med at skabe op dine tjene. Jeg hedder Sjenette, og jeg arbejder med kvr. eksperimenten her i Superfis, og også hostes de her færdigheder. Og min gode er at se dig, hvordan du kan bruge CRM til at bygge relationer across the entire customer journey, og at blive en fantastisk kvr-exploitation. Og i denne her færdighed, vi taler om CRM-strategie, vi prøver at gøre tips og tricks, og hvordan du kan møde smorder, så du kan blive det meste af din CRM-solution. Så lad os tage et kvr på agendaet for i dag. Så starte vi denne færdighed, om vi taler om den moderne customer, og hvordan vi kan sætte deres ansvar, og gøre de her gode kvr-exploitationer. Og så fokuserer vi på, hvordan vi kan gøre de her gode kvr-exploitationer, med en customer engagement platform. Og vi taler også om 9 customer service challenges, som Superfis kan gøre, og vi prøver også at se nogle eksempelser i demo. Og så, hvad er de næste steder for dig, og hvordan du kan starte, og også hvor du kan kontakte os, hvis du vil gøre mere om CX Strategy, og customer service, efter denne webinar. Så lad os starte med intro og moderne customer. Så med recent teknologi og digital transformation boom, en hele customer revolution har taget sted, og en ny breed af informerende og socialt engagerende customer har spurgt. Og før vi talte om customer 1.0, der spurgte det grønste indperson experience, og customer 2.0 spurgte det grønste online experience. Og nu taler vi om customer 3.0, der spurgte en seriøs omnets channel experience. Og customer spørger, at det er en stor del af personlige kærene, og hvis du ikke kan give dem til, er de mere lykkeligere, og det betyder, at ikke langt før, når en customer er blevet en kompetitor, det skærer en færdig del af risiko, og der er ingen garanterer. Men i dag er de risikere redueret, fordi de kan gøre et spørgsmål med en company, som kan være på Facebook, Google, eller review og komparenssiden, før de kan give dem et try. Og i anden måde, de har optioner som aldrig før, og ikke længere er præst eller produkt, det er derfor, at en customer spørger med dig. Så i dag er det alle om customer experience. Og for at være en kompetitor, du må gøre indenfor, og begynde til forhåbentligere, og gøre de skære eksperiencer. Men hvor? Du må være proaktiv. Og det betyder, at spørgsmål, og færdigere, og i anden måde du gøre det, du må gøre det, og gøre et spørgsmål med dem. Og companies, der sætter en customer, og der er eksperiencer, og en ønskning, og en løsning, hvordan, at være en customer centrik. En customer centrik startes med at fokusere på, hvad de er nødt til, og hvordan de vil interaktere med din business. Det er ikke dårlig produkt, det er færdigere eller revenermodel. Og med at sætte din company fra customer perspektiv, organisationen kan møde, og deliver en positiv eksperiment. Og consider the CEO of Apple, Tim Cook, who said, our whole rolling life is to give you something you didn't know you wanted, and then once you get it, you can't imagine your life without it. And Apple's entire strategy revolves around customer centristy. Their product makes customers fall in love, and their Apple centers provide world-class customer support to help them get set up and out the doors with a smile on their face. A customer centric brand creates products, processes and policies, and a culture that is designed to support customers with a great experience from initial discovery to the point of purchase and beyond. And this is the statistic that we often use. 80% of companies believe they are providing superior customer service experience, but only 8% of customers agree. So how do you stay away from those percentages and actually exceed the expectations of your customers? 54% of consumers say there's a need for improvement in customer service. And long gone are the days of waiting on hold for a company to call you back. People want responses faster than ever. And the secret to delivering a customer experience is shifting your focus from simply serving your customers to engaging with them in a seamless way. And to make those small, everyday interactions count, we can use what we call a customer engagement platform. A customer engagement platform stores every interaction you have with prospects and customers, every conversation, every email, live chat requests and customer support ticket is allowed here. And the platform gives you a way to communicate and engage with people based on their activity. For example you could suggest an offer on a product they might enjoy based on their order history. It can give instructions on how to find a feature tailored to the software version they are using. You can also send a customer directed to a guide that will solve their specific problem in your company's knowledge base. And you can ask a customer for feedback based on recent customer service tickets. And the platform gives you a way to create a seamless experience for buyers, as they interact with different touchpoints throughout the customer journey. And it's your only one contact center for managing every communication you have with someone outside of your company. And SuperFace customer engagement platform or SEP, what we call it for short, helps you centralize your interactions with customers in one place. So you can build connections with your customers through live chat, encourage them to sign up to assist your newsletter and help them to solve their problems with an engaging self-service solution. And all of this means you can stay in touch with your customers throughout the journey offering support in the way that suits them. And here are some examples of how you can engage. And the first we can use is a self-service portal. Because the appetite for your self-service is growing and data shows that 70% of customers are using self-service tools as a part of their customer journey. Customers want to be able to solve a problem or find an answer in real time and on their terms. Here we can use a customer-facing service center that streamlines and connects to your customers with your service team. You can connect a customer center homepage out of the box with no coding required. And we can provide ticket support, self-help and automatic knowledge page suggestions. We can have a chat to offer assistance then and there. And then we can use forms to invite customers into the conversation. And self-service portals give customers the opportunity to proactively manage their account, view orders, submit tickets, manage their subscriptions and communicate with you directly. That way you'll increase your chance of customer satisfaction and reduce your spend on support. And sometimes the customers contact your team to get an answer to a question that's been asked before. So here can be proactive and help your team prioritize specialized requests by creating a frequently asked questions section. And then also these FAQs are like a knowledge base but more concise version which is usually open to non-customers as well. And they should cover questions that you get asked about regarding plans and pricing, account management, implementation of your services or maybe support.  And this cuts down the time spent between multiple platforms and your support teams can suggest FAQs based on recent customer activity too. And it prevents multiple people asking the same thing time and time again. And then we can also use live chat which we mentioned before. Because according to recent studies 92% of customers feel satisfied when they use live chat to deal with businesses. And 42% of customers name chat as the leading online contact source. Beating, email and social media. Why? Because the average response time for customer support inquiry sits at 12 hours and 10 minutes. But live chat on the other hand gives customers a quick and easy way to get immediate responses to their queries. And you can embed the chat on your business website to capture people who have questions about your product and services. And inside your customer engagement platform support agents can or will have access to a chat screen that will give them relevant details about the customer, their query and how it's progressed so far. And then you will also make it easy to get in touch with web forms. And chances are you're using one of these types of forms on your website already. Maybe a contact us form or a request demo or a meeting form or maybe sign up for a newsletter. So we can add forms to any website or mailings. We can capture information and GDPR consents automatically into your CRM database. Because to automate data processing and we can also create as many forms that you need without any coding required. And the set will allow you to set notifications for submitted forms and update data automatically. And this means you can proactively handle requests, action customer feedback and update your customer list all without manually checking your web forms. And you'll also be able to see these form completions inside the customer history section. And this give you the chance to send out tailored communication to your customers and deliver better messaging. Customer wants to feel like they have a connection with your company. They want quick responses and a personalized service through a medium that they're comfortable with.  And the customer center is a standalone portal that can be integrated into your existing website and give your customers the opportunity to communicate with you or to help themselves 24-7. With the customer center your customers can log in, view their request history, ask questions, manage their subscription or search the knowledge base. And sometimes your customers contact your team to get an answer to a question that's been asked before. So be proactive and help your team and your customers by creating a frequently asked questions section. And it saves request handler's time and customers receive precise and quality short answers. Another way to provide great service is via chat. Fast response times lead to higher customer success and satisfaction rates. And with the Superfist chat you can engage with several customers at once and answer questions immediately to keep customers happy. And inside Superfist your team will have access to a chat screen that gives them relevant details about the customer, their query and how it's progressed so far. And you can build professionally looking web forms to start conversations. With no coding acquired forms in Superfist let you gather high quality data, automatically update your serum database and create tickets that your service team can handle. And it's easy to embed on your website in mailings or at link in the chats. And up until now I've talked about the customer experience and the app that face the customer. And while attending to customer facing processes is important in the end it's the internal processes of customer service that underlie and shape the overall customer experience you offer on the outside. So that's why a business should evaluate the entire customer service process flow. And to do all of this you need a little help from technology. And more specifically you need a solution that can help you optimize and streamline your customer service process. And that's why I want to talk a little bit about the Superfist service solution in more detail and how we can help you deliver better customer experiences tied together with the customer facing apps. But before we look at the nine challenges that Superfist service can solve I want to add that when we're talking about customer service I'm not just talking about your typical customer service department like support and help desk at the customer service. Customer service is not a department it should be everyone's job. So if you care about the customer experience of your customer you need to consider that everyone in your company usually communicates with your customers at some point. So instead of asking finance for an invoice copy by email which easily can get lost in someone's inbox or forward to the wrong person maybe you need to follow up to make sure that the customer actually got what they asked for instead you can centralize all important information and communication regarding a customer request in one system. So whether that inquiry come via an email, by phone through your website or chat you can keep track of and answer it as soon as it comes in. So from there it can be automatically assigned to the right category and key personnel, such as finance if it's building related or directed to the sales department if it's someone signing up for a demo. So let's take a look at some examples of typical challenges and how to step up your CX initiatives with Superfist service. So why is the customer service solution the best remedy if your customer service is rolling out of control?  In Superfist our service solution is connected to our CRM that comes with a wealth of relationship management features and here we'll find all important information on your customers and prospects.  And this means that your company's team can access any customers' previous interactions issues or solutions at a click of a button and your customers won't need to annoyingly repeat who they are and what they need from you all over again which allows your customer service team to help customers in a short amount of time. So the second is to funnel all of your channels into one place. When your business grows your presence and you become more visible people start approaching you via numerous different channels and in this case a service system can help you capture customer inquiries from these different channels and follow them into one central place and turn them into what we call tickets or cases and this have unique reference numbers for your team to handle. So you don't need to have separate systems or dedicated people who only serve certain channels because everything comes to and it's managed into a single point of reference. For eksempel service is connected to the main contact serial database helping you to track and answer all customer inquiries no matter how they come in. And third is to manage the workload and allocation of tickets. This is easy to feel stressed about not having control of all inquiries and emails coming in and WorkAware can ruin any good customer experience. So a customer service system allows you to evenly spread the workload among everyone so that your team doesn't get overwhelmed or even overworked. So it also takes away the pain of figuring out how to assign a particular ticket to a particular co-worker or an agent. So when a ticket gets in the hands of a specialist it gets solved quicker and it brings less stress for the team and ultimately the customer gets a better experience. And the fourth is to stay polite and keep your customers informed. So when the typical low volume customer requests are replaced with hundreds it's easy to lose track and remember to communicate properly with the customer. On the other hand, as a customer it's nothing worse than sending an email and not being sure you send it to the correct email, department or if it was received at all. So then you might proceed to send another email just to make sure. Or you can use another channel hoping for instant feedback like in social media for eksempel. And to make sure that your teams stay polite and never forget to say hello or thank you or goodbye you can set up service solution to send out automatic replies to all new requests informing your customers that their inquiry was received and sign a ticket number so that they can chase and refer to that later on. And after the case is solved you can send automatic emails to inquire whether your customers were happy with the service you had offered. And number five is to prioritize customer requests. Prioritizing tasks is key business so certain customers and request types should also have priority while others can be addressed later on. So whether you work at the region's top affirming company or at a local family run store every business can relate to having important customers. An important customer might be your largest account that spends the most or the customers who was not treated well in the past and now deserves extra attention. Either way these people get priority. And this can be difficult if you have to browse through your inbox one email at a time in order to remember why they're emailing you in the first place. So one of the biggest benefits of customer service software is that you can prioritize customer requests according to any criteria and use sets. In supervised service creating alerts is easy and you can simply choose the type of message you wish to be notified on and how you want to be notified. And number six is to eliminate backlogs and speed up your response times. So these two challenges backlogs and slow response times usually go hand in hand and get even worse when a company grows. So when customers need information they don't just want it fast they want it right now. So that's why they become knocking on each and every door to get your attention via chat give me via online request forms email, phone or social media. And the result is that you may end up with a backlog of cases and a bunch of annoyed customers. And again a customer service solution can help you solve these problems in your voice. We can automatically escalate tickets to another line of support or alert the customer service manager if they remain unanswered for a set amount of time. We can also create a macro to automate such actions as sending replies to frequent requests moving request to other departments or assigning request to your colleagues. And the best part is that you don't need to have special programming skills to create these macros in superfaces. We can also use live chat because this is the fastest way to help a customer. This way you can solve a problem in real time offer links to additional resources like FAQs videos price lists or documents and establish a closer and immediate relationship with a customer. And number 7 is to have better communication both internally and externally. When handling customer requests you're not always able to answer the request on your own. You may sometimes need to ask for help from a colleague or partner outside of the company. And complex requests can take a lot of time to solve. And this can involve a lot of communication between the customer and multiple request handlers. So go the usual route sending and forwarding email might get messy. The request can be sent between persons and departments. You lose part of the communication thread and maybe you need to keep pushing for follow-ups. Or even worse maybe someone actually forgets to update the customer. And in service it's easy to handle all the communication both externally and internally. So using comments to communicate important information internally without the customer getting access. So to make it easier to find and sort multiple messages in a request you can also flag important messages and filter the message list. And number eight is to get important feedback to improve services. And customer service is about giving customers what they want. But first you also need to find out what that is. And there's no better way than to actually ask them. Companies that frequently check in with their customers can easily identify areas of weakness and collect them before customers become unhappy. So how do you collect feedback from your customers? You can include a feedback form or you can simply follow up and ask for a feedback directly after the request is closed. You could also review your customer service tickets and analyze the most common questions and then using tags makes it easier to segment areas and topics, so it's easier to review later on. And that way you don't end up searching for keywords, old emails and separate surveys. And you have more information you can use to deliver even greater customer experiences. And number nine is just as the performance. In order to see whether your customer service processes work or not, you need to be able to evaluate them. And for that you need to get analytical, you need to pull reports that shed light on the performance of your customer service team and the quality of support they offer to your customers. And there's a number of criteria that you may want to analyze. How long it takes for a new ticket to be picked up by an agent? How long it takes an agent to resolve a ticket? How many tickets an agent has on average and many more? So for eksempel, in service it allows managers to pull a variety of customer service reports and see whether your customers' expectations are met and plan the workload of the support team more efficiently. So let's see how service can help you work more efficiently and deliver those great customer experiences. But first let's start in Superficiara. Because remember the chats and the web forms and updating of subscriptions? This we will find on the customer card. And that gives us that 360 degree overview of all activities on the same customer. And here we also have requests. So here we can see all the details and what happened in that request. And we can also click and go through to service. And the solution is built to receive, track and follow up customer inquiries regardless of channel like email, form, chat or web form. And with automatic categorisation and assignment to the right person you save a lot of time and resources. You can create multiple email accounts to receive customer service tickets about specific areas. For eksempel product related, technical, billing questions, HR and IT for eksempel. Which then are assigned to a category and a dedicated person or team. And setting up email accounts and filtering by keywords is easy and you no longer have to waste time sorting and distributing your enquiries manually. And each request is automatically assigned a unique reference number and a place in the queue system. And the system sends automated replies to all new requests informing your customers that their inquiry was received and assigned a ticket number. And the number tracks all communications related to that inquiry. So if a customer replies it will be updated on the request. You can use reply templates to handle frequent requests that can be answered in a systematic way. You can create a library of email templates that can be easily personalised. You can also group these templates by topics and use them to speed up your response times significantly. In service it's easy to handle all communication both externally and internally. Using comments we can communicate important information internally without the customer getting access to that information. And to make it easier to find and sort multiple messages in your request you can flag important messages and filter the message lists. You can easily transfer the case and responsibility to others and still get notifications if you added to your favourites list. And you can prioritise customer requests according to any criteria you set. For eksempel you can create notifications and alerts so that if an email is not answered within 4 hours it would jump to the customer service queue and go directly to the next available agent or leader. You can also include a feedback form or simply follow up and ask for feedback directly after the request is closed. You can also review your customer service tickets and analyse the most common questions. Using tags makes it easier to segment areas and topics so it's easy to review later on. And you can set up workflows, triggers and tasks that suit you and your business. Intelligent case flows ensure that your customers always get the attention they deserve and that the right persons help them at the right time. So you can create a macro to automate such actions as sending replies to frequent requests removing requests to other departments or assigning requests to your colleagues. You can also group similar requests together and handle them as one. In SuperProfesservice we call it patch management. It allows you to merge similar requests into one or use the reply to customers feature where you can send the same answer or an FAQ to all selected customers. In SuperProfesservice allows managers to pull a variety of customer service reports that allow to identify trends, notice areas that need improvement or additional trends or additional training of the staff see whether your customers expectations are met and plan the workload of the supporting more efficiently.  And as the customer becomes even more empowered it increases the importance of the customer experience. And with a customer engagement platform anyone wanting to ask a question can do so through one of the many communication channels including self-service portal knowledge base customer service software webforms and live chat. And all of that customer data is stockpiled into one central tool which empowers your customer security to get the right message to the right customer. And the end result is an effective and proactive approach to customer experience with supervised service that helps to deliver the personalized experience that the modern day buyers spend.  When it comes to creating a great customer experience we always say it's important to consider the entire customer journey and this means that you need a clear understanding of the end-to-end experiences with customers and interactions at each point are received. And focusing on a customer journey and identifying the problems within them offers new opportunities to create great customer experiences. But it's also important to know that you need a strategy first then the software. And the digitalization of the customer journey is something our serum experts can help you with. We'll help you to find goals and KPIs for your business processes you can create customer programs and set up measurements and ensure end user adoption. So once your business processes are defined we'll configure the system to reflect how you do business and ensure that it's to remind all of your activities for maximum business impact and great customer experiences. So if you want more or learn and do some research on your own we have our community where you will find a lot of inspiration and information about SuperFace and we also have our blog where you will find articles and market research on all topics and not just SuperFace but in general what's trending in the market. You can also attend an event if you're looking for more useful tips related to CRM and inspirational how to boost your sales, marketing and customer service performance you can attend one of our webinars to learn more about the possibilities with SuperFace but also we have our YouTube channel where you will find previous webinars like the one we had about customer journey where you will talk you through step by step how to get started on mapping your journey and also we had a webinar with some tips on how to create your sick strategy. And if you're ready to talk strategy and how to step up your CX initiatives book a meeting with us or with one of our partners and we'll be happy to talk and to answer any questions regarding the customer experience and how a customer engagement platform and SuperFace service can help you build strong relationships with your customers. So you can send us an email via your contact person as a professor or you can also reply to the email which we will send out after the webinar. So that's it for today. Thank you so much for joining us and I hope you got some inspiration on delivering great customer experiences. And also remember to like and subscribe to our YouTube channel if you like more tips and videos like this. Have a great day. Hej igen. Så er jeg tilbage og jeg håber at Sinettes presentation viste et godt billede af hvad der definier Nu tids moderne kunder er nu 2021 hvis man kan sige det sådan for at i møde og overgå kundens forventninger så kræver det netop at du sætter dig i kundersted går i deres går, placer kunden i centrum og tænk ud fra kundesperspektiv så lades at du fokuserer på Hvad har kunden brug for og hvordan de ønsker din virksomhed Hvilket leder hen til at du jo skal være aktiv til sted hvor din kunder forventer at du er og gerne vil interagere med dig altså på de kommunikationskanaler som din kunder plejer at bruge for de virksomheder som netop har en klar strategi for hvordan de kan levere god kundeservice-oplevelse gennem hele kunderrejsen har netop været i stand til at øge kunder til fræsheden da du ser tørn og hvilket i sidste ende forbedrer salsresultaterne Sjenette gennemgik i sin presentation Hvordan du ud fra nye kundeservice-udfordringer kan med verktørk, customer engagement-plattform og super-office-service centralisere dine interaktioner med dine kunder på de forskellige kommunikationsplattformer i én plattform Allerførst er det altså vigtigt lige at slå fast at plattformen i sig selv ikke håndterer kundefasthøjelse og god kunderoplevelse man giver netop verktøjerne til at hjælpe dig med at styre og strømle aktiviteter i forhold til kunder-service Selvom du har de rette verktøjer- og kommunikationskanaler så handler god kunderoplevelse om at kunden oplever en sammenhængende kunderoplevelse under hele kunderrejsen her Så det er ikke nok bare at være tilgængeligt på de forskellige kommunikationskanaler hvor kunden befinner sig og dermed forventer at kunne rette henvendelse til dig men også tilknyt de her hver enkelt touchpoints hvor kunden interagerer med dig til hele kunderrejsen for at kunne give kunderne en sammenhængende kunderoplevelse Så hvorfor er det egentlig relevant og kan være og er vigtigt at integrere kunder- serviceverktøjer med CRM Ja, men det giver dig mulighed for at oprette nogle automatiserede processer og workflow som kan simplifisere jeres arbejdsgang og kan hjælpe dig med at kunne servicere dine kunder endnu bedre så du netop kan vende hurtigt, kvalificeret og korrekt tilbage til dine kunder Og så kan I også nemt hjælpe hinanden intern og håndtere kunderhenvendelse på tværs af teams, kunder sager eller noget helt fjer da du nemt kan alokere de her kunderhenvendelse til de rette medarbejder med de rette kompetencer samtidig med at du får understøvet for retningsproceser i Superoffice som ser netop har i sin presentation så ligger koldeoplevelsen i sig selv ikke i en enkel afdelning, men det er ligesom alle i virksomheden stopp til at kunne levere god kundeservice til ens kunder og det kan man altså kun, hvis man har det her overblik over ens kunder og har centraliseret al vigtige kommunikation og information vedrørende kundesager i en fælles vidensbank og det gør så at du netop har det her fulde kendskab til kunden, så uanset hvem kunder henvender sig til i din virksomhed jamen så vil hun jo føle sig genkendt og forstået og godt hjulpet på vej videre og da du så netop i forvejen har alt data liggende i Superoffice jamen så handler det jo om at kunne benytte at bruge denne her data til ligesom at få en mere dybtegående vidende om dine kunder og det var ikke bare noget som lige skær, men du må indsamle noget data og så må du få noget værdifuldt indsigt ud fra det her data så når du netop kender din kunder godt jamen så kan du så bruge denne her vidende til netop og forstå din kunders behov og dermed i mødekommen og overgå de kunders forvændninger til god kunderservice så har du altså læret alt kundedata og information på dine kunder et centralt sted jamen så vil du kunne livere denne her personaliseret oplevelse som Jeanette også snakket om og som hun også snakket om at den moderne tidskunde ligesom kræver og forventer til en god kunderservice så det var egentlig hvad vi havde her i form af dag og præsentere for jer på det her webinare og jeg håber at I har fået god indsigt i hvordan du selv kan lavere god kunderservice oplevelse og hvordan customer engagementplattformen og superoffice service som værkshøjer kan understøtte de her interaktioner du har med dine kunder om lidt så stiller jeg så over til KIP men inden hvad så vil I inspirere længst til nogen inspirationsvideoer og video guides og tidligere afholdte webinare op på vores youtube kanal der ligger der et hav af fedet superoffice video og her er der så en lille udpluk af dem omkring customer engagementplattformen som som egentlig må kigge nærmere på og så er vi også tidlig afholdt webinare om customer engagementplattform og service i superoffice de er rigtig gode de går lidt mere i dybden i forhold til i dag og i forhold til funktionaliteter så de er også rigtig gode til at få inspiration fra at arbejde videre med det og så har jeg lagt en masse gode artikler fra community som handler om hvordan du kan skabe god kunderservice for din kunder der er lidt tips og tricks til hvordan du kan arbejde og øge kundeløjligheden og så er der lidt inspiration til hvad der er ligesom rør at sætte trends indenfor det område og sidst men ikke ventes kommer det allervigtigste så er jeg på sat et stort kryds i din kalender og og tilmeld dig vores næste inspirationsmorgon det skleder vi os utroligt meget til vi afholder det online og det med temaer med emnerne hvor vi ligesom dykker ned i de nyheder som løbende er kommet i superoffice generation 9 indtil nu men den her gang, der tager vi så bare arbejdsanskerne på og viser eksepler på hvordan du kan anvende de her nye funktioner i superoffice dit daglige arbejde og hvordan du så netop kan formere i en superoffice så melder til og din kollega med det samme jeg har lagt et link ind her hvor I kan læse mere om programmet og tilmeld jer så skal jeg lige huske nævne at du skal holde øje med din mailindbakke fordi der kommer snart post til dig præsentationen og optagelsen som vi sender ud efter følgerne og har du noget feedback for i dag, så vil vi tage det her fra dig og det gælder både ris og ros så drop mig meget gerne en mail så nu stopper vi optagelsen og jeg stiller over til min kollega kip så det er nu du skal til testen at stille din spørgsmål hvis du ikke allerede har fået det gjort