Marco Chieppe

In the subscription economy, the customer relationship doesn’t end at purchase, it begins there. Too many companies celebrate closed deals but neglect the harder work: ensuring customers achieve measurable outcomes. Real Customer Success is not onboarding alone. It’s: • Driving adoption • Accelerating time-to-value • Reducing churn risk • Expanding customer lifetime value If customers aren’t successful, renewal becomes a negotiation instead of a natural next step. The best CSMs don’t just support customers, they protect revenue. #CustomerSuccess #SaaS #CustomerRetention #RecurringRevenue #CSM #GrowthStrategy

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Your demand data in the extranet reveals the search behaviour of travellers looking for accommodation in your area. Learn how to use these insights to set up demand-based pricing and gain more control over the bookings you want to attract. https://booking.smh.re/GvT

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Big news: Mirakl is partnering with J.P. Morgan Payments to power Agentic Commerce. 🧠 Mirakl Nexus: Optimizes product catalogs for AI-powered discovery, allowing merchants to sell directly through large language model channels, such as Google's Gemini or Perplexity. 🛡️ J.P. Morgan Payments: Provides the payment and risk management capabilities for autonomous spending. To sum it up, by combining our commerce and payment capabilities, we are building an infrastructure that allows AI agents to shop autonomously while providing the security, control, and reliability enterprises and consumers require. Read the full announcement here: https://lnkd.in/dzcJ5AVB

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The innovation at #zendesk never stops ... Our latest AI-powered capabilities extend the Zendesk Resolution Platform even further - delivering faster & smarter service, that actually drives return on investment. A taster of what's new: • AI agents for email: Automate over 50% of email tickets with fast, personalized responses that stay on-brand • Action Builder: Build powerful workflows in minutes with no code—now with OpenAI, Slack, Salesforce, new triggers, and flow testing • Custom QA: Use simple prompts to tell AI what to look for in support interactions and get QA that fits your business • Generative search: Give customers instant, relevant answers in your Help Center powered by generative AI • Automatic Redaction with Triggers: Automatic redaction of sensitive ticket data based on custom triggers, enhancing compliance and reducing manual effort. • Copilot Agent Productivity Dashboard⁵: Pre-built dashboard to track adoption, impact, and workflow optimisation across auto assist and AI suggestion tools. Join the Zendesk resolution revolution & deploy AI that drives results. https://lnkd.in/dzG4uiy3

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Huge news!  Excited that Yapily is working with Google to support its bank account verification service in Europe. Exciting times ahead for open banking!  Google Yapily

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“The system always works.” Last week, Rafał Rudnicki delivered one of the most powerful sessions we’ve had this year - not about sales tactics, but about discipline, structure, and habits. “It wasn’t luck. It wasn’t some hidden talent. It was the result of a well-built system. A system that works even when I have no strength, no inspiration, no motivation - but the system always works.” His message hit home with all of us: ✅ Motivation fades — systems stay. ✅ Win your first battle of the day. ✅ Focus on 1% improvements. ✅ Structure and consistency beat chaos. ✅ Preparation beats willpower. Big thanks to Rafał Rudnicki for reminding us that great performance isn’t about intensity - it’s about consistency 👏 Coming to a TED talk near you soon! 😃 🚀

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[Public Beta] Mobile Inbound Calling    What is it? HubSpot users can now answer incoming calls to their HubSpot numbers directly from the mobile app. Calls route to mobile with full caller preview, call recording management, and automatic CRM logging. Missed calls trigger push notifications to the sales/service representative, with direct voicemail access when voicemail is enabled. This delivers complete calling functionality across desktop and mobile. Why does it matter? Previously, users could only forward calls from desktop to mobile as standard phone calls - losing contact information and HubSpot calling features. Direct routing to the mobile app preserves all functionality, ensuring reps never miss calls when away from their desks. How does it work? Select "Ring in Mobile App" in desktop calling settings (General > Calling > Ring preference) to route calls to mobile. Caller ID displays contact name and company. All calls record by default for transcripts, replay, and AI insights (where applicable). During calls, the user can take notes, access contact records, and use Bluetooth devices for hands-free communication. This routing includes all HubSpot numbers - individual assignments and those connected to Inbox or Help Desk. Additional routing options coming in future releases. Who gets it? Available in public beta to Sales and Service Hub users (Starter Tier and above) on iOS and Android.

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Customer Success is not just support — it’s a growth engine. In fintech, it directly impacts revenue, retention, and trust. When customers successfully adopt products, they stay longer, use more services, and see real value. That means: • Higher retention • Increased product adoption • More upsell opportunities • Stronger customer relationships Customer Success teams don’t just solve problems — we drive outcomes, amplify the voice of the customer, and turn satisfaction into sustainable growth. Great customer experiences = great business results. #CustomerSuccess #Fintech #CustomerExperience #Retention #Growth #powerfinancialwellness

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Avoid your conversion tracking being blocked by Google with this simple checklist ✅ Google announced they were implementing more strict enforcement of the EU user consent policy from March 2024, but in reality they didn’t ramp this up until this year (even more so in the last 3-4 months). For all the accounts I’ve worked with who have received one of Google’s dreaded emails telling them they don’t comply with the EU User Consent Policy, or had their conversion tracking blocked, it’s always been triggered by the wording of the consent manager. Usually it doesn’t contain some particular statement they insist on. Problem is, once it’s flagged they start to look more closely at consent related issues and Consent Mode coverage. So if your Consent Mode coverage across the website isn’t squeaky clean it can take quite some time to get out of the hole. The solution is simple though. Install a consent manager and follow the rules 😁 Google provide this simple checklist so you don’t need to wade through the entire policy: https://lnkd.in/ergYU4Wv We spend a lot of time ensuring ProfitMetrics customers are familiar with this, helping them to avoid problems with their tracking in the future. After all, super-accurate server-side tracking and profit based bidding is no good if Google block all the conversions! 😬

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We're growing in EMEA 🌍 We're excited to share that Dropbox and ALSO Group are expanding our partnership to six new markets: France, Spain, Portugal, Benelux, Italy, and the UK. After strong success in DACH and the Nordics, more partners across Europe can now access our full portfolio through the ALSO Cloud Marketplace—with local billing, support, and enablement. This means easier access to Dropbox, Dropbox Dash, and Dropbox Sign for customers who need smarter collaboration tools 🚀

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The majority of EMEA Shopify agency partners have never implemented Shop for a client 🤯. Meanwhile, Shop App downloads across Europe exploded during BFCM 2025 🎆. Last week John Roberts, Alexandra Nolan and I ran a webinar for our partners on Shop Pay, Shop App, and the Shop sales channel. The gap between consumer adoption and merchant implementation is massive. European consumers are already using Shop. Merchants just need partners who know how to activate and optimise it. This isn't just about adding a sales channel. It's about being the growth advisor who helps merchants: • Increase conversion rates with Shop Pay • Build long-term customer relationships through Shop App • Unlock AI-powered commerce experiences without heavy lifting If you're an agency partner looking to differentiate in 2026, now's the time to get ahead of Shop adoption in your region. Explore the Shop sales channel, test Shop Pay on your own stores, and start the conversation with your merchants. This is repeatable, scalable growth work that doesn't require reinventing the wheel it just requires showing up with the right knowledge. #ShopifyPartners #ShopPay #ShopApp #Ecommerce #EMEA #PartnerGrowth #ConversionOptimisation

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We're growing in EMEA 🌍 We're excited to share that Dropbox and ALSO Group are expanding our partnership to six new markets: France, Spain, Portugal, Benelux, Italy, and the UK. After strong success in DACH and the Nordics, more partners across Europe can now access our full portfolio through the ALSO Cloud Marketplace—with local billing, support, and enablement. This means easier access to Dropbox, Dropbox Dash, and Dropbox Sign for customers who need smarter collaboration tools 🚀

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Proud to have led the breakout session on #Messaging as a Performance Channel at the Meta Performance Impact Forum! 💬 Key message: Messaging isn't just support — it's a measurable, optimisable performance channel that drives conversations, leads, and sales. When 75% of consumers want to talk to businesses the way they talk to friends, the opportunity is clear. Excited to keep pushing this forward across EMEA and beyond. 🚀 #Meta #BusinessMessaging #PerformanceMarketing #MENA

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Ten years ago, Docusign opened our EMEA headquarters in Dublin with a small team and big ambitions, and I couldn't be prouder of what we've built together. This week, we're announcing a €4.5 million investment in our Dublin AI Centre of Excellence, supported by IDA Ireland. We’re thrilled to both expand our footprint and deepen our commitment to Ireland and to the customers and partners we serve across Europe, the Middle East, and Africa. Ireland has been the perfect home for us. The talent here is world-class, the tech ecosystem is thriving, and the regulatory environment helps us build products that European businesses can trust. We're planning to grow our engineering team by 20%, creating new opportunities for local talent while we develop AI-powered solutions designed specifically for the needs of European customers. I grew up in Europe and I know how important it is that we're not just operating in Europe but truly building for Europe. Our R&D work in Dublin, alongside our team in Paris, is focused on solving real problems for businesses here: advanced identity verification, contract analytics, data privacy tools, and features that meet European regulatory requirements. Digital transformation is happening everywhere, and agreements are at the heart of how businesses operate. I'm excited about what the next decade will bring as Docusign continues to innovate from Ireland and help organizations across EMEA work smarter, faster, and more securely. Thank you to everyone in Ireland who has been part of this journey. Here's to the next ten years. For more information, see the link in the comments below!

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After moving to Intercom from #Zendesk Mony Group decided to use Fin to deliver best in class support to their customers. Thank you to Lee Burkhill for sharing your experience. Link to the story is in the comments but here are a few quotes; 1."Fin is now the first point of contact in 98% of conversations across MoneySuperMarket and Quidco, handling both live chat and email." 2."Fin now resolves nearly two-thirds of conversations, including complex queries like reward eligibility and cashback claims – achieving a 64% resolution rate." 3."After implementing Fin Tasks, the persistent daily backlog has been eliminated, frequently bringing the inbox to zero." 4."Connecting Fin to our rewards API was the real game-changer – transforming our most common query type from a manual team effort into an instant, frictionless experience for the customer." 5."I’ve never seen Fin hallucinate – not once. That level of accuracy in an AI agent is rare." – Lee Burkhill, Project Manager at MONY Group 6."What’s truly surprising is how often customers mistake Fin for a human agent – we regularly see messages like ‘Thanks, Fin!’ despite it being clearly labelled as AI." 7. "With Intercom's CX Score and Fin Insights, we’re now receiving meaningful, actionable feedback across the board. This holistic view is a complete game-changer for understanding customer experience." 8. "Fin immediately cut through the noise in our inbox by handling repetitive queries, and it now tackles increasingly complex issues – giving our team the breathing room they desperately needed." 9."Fin mirrors how we speak to customers – it knows when to clarify, when to step back, and when a human is needed." 10. "If you’re in fintech and still afraid to implement AI, just take the leap. If you don’t, you’ll get left behind. This isn’t a nice-to-have anymore. It’s the new baseline." – Lee Burkhill

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💡 Why WhatsApp is becoming a game-changer for SMEs in Europe At ChatWith.io we are proud to collaborate with Siinda, the leading European association for digital marketing and local search, to highlight one of the biggest trends transforming small businesses today: WhatsApp Business. 📲 Our latest article, published on the Siinda blog, explores why WhatsApp is becoming a game-changer for SMEs in Europe — from better customer engagement to increased sales and automation tools. As someone deeply involved in WhatsApp Business, this article is close to my heart as I had the opportunity to share real stories from my clients — small business owners from Spain to whom I gave a live demo, helped implement our WhatsApp tool , and continue to support through onboarding and follow-ups. Seeing these businesses grow through better communication, more leads, and stronger customer relationships is incredibly rewarding. Their success is my success — both professionally and personally. 👏 Thank you Siinda for giving us  the space to share these insights and experiences on such an important platform. 👉 Read the full article here: https://lnkd.in/dCEdpJfB

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🚀 Sales is changing—are you ready to sell from the sky? Deliveroo just launched drone deliveries in Dublin in partnership with Manna Air Delivery getting food to customers in just 3 minutes! What does this mean for sales? It’s a masterclass in speed, convenience, and customer-centric innovation—key ingredients for any successful sales strategy. In a world where expectations are sky-high, being first, being fast, and being frictionless isn’t optional—it’s essential. 📦 Faster fulfilment = happier customers 📊 Smart tech = higher conversion 📍 Precision delivery = stronger brand trust The takeaway? Whether you’re selling burgers or B2B SaaS—your customer journey should feel as smooth as a drone drop. #SalesInnovation #CustomerExperience #DroneDelivery #TechInSales #Deliveroo #Manna #SalesStrategy #FutureOfSales #DublinTech

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