Matthias Goehler - author at diginomica

Matthias Göhler joined Zendesk in October 2021 as EMEA Chief Technology Officer. As a regional CTO, he leads the development of Zendesk´s vision for innovation in customer experience based on the needs of EMEA customers.

He is passionate about helping brands realize their goals for market-leading customer experiences that can build deeper customer relationships and brand loyalty. Matthias has more than 20 years of experience in technology and SaaS industries. He joined Zendesk from SAP where he spent the last 10+ years in their Customer Experience practice building up an industry portfolio for Customer Experience.

Prior to SAP, Matthias worked with Gemini Consulting with their strategy practice. Based in Mannheim, Germany, Matthias also volunteers his time as a coach for various start-ups and social projects.

Articles by Matthias Goehler

Video discussion - how the rapid evolution of digital technology and AI is changing the customer experience This article is sponsored by:

In this video discussion, we hear from Zendesk's Matthias Goehler about the impact of fast-evolving digital technology, including AI, on customer experience and how businesses are adapting their CX strategies.

Screenshot of Zendesk discussion with Matthias Goehler of Zendesk and Phil Wainewright on CX and AI © Zendesk - Youtube.com

Consumer wellbeing and sentiment are reshaping CX This article is sponsored by:

Businesses are unprepared for customer emotions, writes Matthias Goehler of Zendesk. Here is how AI-driven technology can turn the tide of customer sentiment.

Evaluation of online support, contract service or purchase product. Customer testimonials, vote and feedback, rating and liked. Concept of technology on business. © cifotart - Shutterstock

The four trends to shape customer experience in 2023 This article is sponsored by:

As organizations look for quick wins and shorter ROI timescales, where should they be devoting their energies when it comes to customer experience next year? Matthias Goehler of Zendesk looks at ways to get smart.

Start 2023 written on highway road in the middle of empty asphalt road of asphalt road at sunset.Concept of planning and challenge, business strategy, opportunity © gan chaonan - Shutterstock

The race to shape customer engagement in the metaverse This article is sponsored by:

As companies navigate how to interact with customers in a new realm, analysts predict that one industry above all others will be a prominent force in the metaverse - customer support. Matthias Goehler of Zendesk looks at the details.

man holds a screen with an operator's emblem and icons for after-sales services. Customer satisfaction communication channel © U-STUDIOGRAPHY DD59 - Shutterstock

Is your service strategy fit for purpose in today’s economy of uncertainty? This article is sponsored by:

Customer service is higher priority than ever for business growth. Matthias Goehler of Zendesk outlines three ways to maximize personalization and quality to positively affect business performance this year.

The Customer Service Strategy Support Assistance Concept © RawPixel.com

Rethink CX to make 2022 the year of resilience and growth This article is sponsored by:

Creating a great customer experience is a common goal for brands - Matthias Goehler of Zendesk explores what this really means and shares three areas where a new approach can be taken.