We’re celebrating CX Day globally this year at Esker, but there are extra celebrations for us in the UK as we have grown the team yet further! I would therefore like to take this opportunity to welcome both Sam Watts and Ryan Stevens to the UK CX Team

This year, we also have the pleasure of celebrating this day with our special guest from the Esker US CX Team, Becky Mender, who is visiting us for two weeks in order for us to share internal best practice. In true British style we have cemented this alliance by highlighting the importance of having a cup of tea and a cake at our Esker wellbeing “thankyou” meeting. CX Day is about thanking the whole Esker internal team, and drawing attention to each department’s pivotal role in helping to achieve our customers’ success.

This is a great opportunity for me to explain more about what our Esker CX teams do globally on a daily basis and how we interact with each internal Esker department. First and foremost, we are engaging and communicating with you, our customers! As one of your points of contact, your CX specialist will be engaging with you via phone calls, emails and now back to the very much missed face-to-face meetings.

We spend our time helping to address any questions you may have, issues raised or help solving problems you’ve encountered. We work on finding those all-important solutions, as well as offering help and providing advice towards best practice along the way. As a CX team we work very closely with all other Esker internal teams, gaining additional information and assistance from the support and professional services team.

We liaise with the Business Development Managers about your solutions, customisations and ultimately help you, our customer, to optimise your daily use of Esker.

Regularly meeting with the Marketing Team, especially the social and advocacy marketing specialists, we help to create useful content and include hot topics that we are hearing about in our engagements with you, our customers, to enable the Marketing Team to include this on the Esker All Access – Community Hub and part of the user group stories.

Thank you to all Eskerians for their roles in helping the CX team create successful customer engagements.

#WeAreEsker
#OneTeamBeyondBoundaries
#CustomerExperience

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

Read more insights from Georgina Kershaw

One Team Beyond Boundaries

Recently, I got to spend the week at our corporate headquarters in Lyon with the other Esker worldwide CX Managers. The motto of the week was ‘One Team Beyond Boundaries’, which is an important part of the Esker philosophy.

Due to Covid related travel restrictions, we have been unable to meet face to face and be in the same room for over 2 years, so this week was particularly special. All of Esker’s subsidiaries were represented: Australia, Asia, Germany, Spain, France, Italy, USA and the UK.

Mapping Out the Customer Journey

We had a comprehensive schedule for the week, and made the most of the opportunity to meet, share and collaborate with all of the internal department leads that we work so diligently with on a regular basis. We all form part of our customers’ journey; R&D, Documentation, Training, Support and Marketing teams to name but a few. These sessions gave us the opportunity to listen to their internal and external vision and align our worldwide CX activities and offerings to our customers.

At the end of the week, we had some time to explore the beautiful city of Lyon. I also had time to sit back, reflect and appreciate, that during the week, we had such a wealth of knowledge, expertise and information at our fingertips. We have been able to take this back to action within our subsidiaries.

Underpinning all of this is the global determination of the Esker CX Team, to align our core values and philosophy; to provide an ongoing journey for our customers rather than a single interaction.

Esker’s Customer Experience Promise

Esker is committed to making our customers feel Valued, Understood and Engaged. We will act as a dedicated resource to answer questions and assist in your success using Esker’s solution. We provide you options for engaging with Esker to meet the level of interaction that’s right for you. This is our promise:

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

Read more insights from Georgina Kershaw

With World Wellbeing Week returning this week, (27th June – 1st July 2022), I felt it only right that I should write a blog post on the subject, as I am a member of the Wellbeing Team at Esker UK. As a small group we provide the opportunity for all Esker employees to participate in a wide range of activities, such as motivational and inspirational talks, lunches, and activities. Whether working remotely or in the office, there really is something for everyone.

World Wellbeing Week

The worldwide week-long event strives to “celebrate the many aspects of wellbeing, from meaningful, purposeful work to financial security, physical, mental and emotional health, social resilience and empathic corporate and civic leadership”. You can learn more about World Wellbeing Week here.

Esker Customer Experience

As the Customer Experience Manager at Esker UK, myself and the Customer Experience (CX) Team make it our passion and drive to enhance and positively impact our customers’ Esker journey, underpinning the ethos of the VUE philosophy along the way.

The VUE philosophy works so well with our customers, and we pride ourselves in sharing this philosophy internally to our own Esker employees. Looking after the wellbeing, welfare and mental health of everyone is important and has huge positive impacts.

Wellbeing at Esker

Since January 2022, the Wellbeing Team at Esker UK have been planning events, and this has been incredibly satisfying as we have had great attendance numbers and positive feedback from all.

We have had “Introducing Our Pets” as a remote session, team meals, lunchtime walks and department team lunches where the teams have prepared a lunch for the rest of our Esker colleagues, to name but a few.

Wellbeing means more to the Esker organisation than the latest trending buzz word. Esker truly values employees and considers them to be their most important asset. Esker is committed to evolving and embedding wellbeing activities and ways of working to contribute to a truly modern and world class working environment, helping promote loyal employees to develop and progress both inside and outside of the workplace and across all our global offices.

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

Read more insights from Georgina Kershaw

As the Customer Success Manager (CSM) at Esker Northern Europe, I am delighted to embark on what will be an exciting journey and pivotal role within our office here in the UK. I am now 6 months into the role and thrilled that I was able to attend the very first Worldwide CX event. Visiting our corporate head office in Lyon at the beginning of March for this event was an exciting opportunity for me to meet and engage in person with other CX Managers from our Esker offices around the world. We spent the 3 days sharing best practices, discussing the common issues and challenges that we are all facing and currently experiencing, and more importantly identifying ways we can overcome these and ultimately achieve those “Good Vibes Only”.

We had the opportunity to meet and discuss topics with Esker’s internal teams. We spent the day with the documentation team, technical and support team and the R&D teams, we discussed and challenged how we can all be involved in bringing the ultimate customer journey to life and ensure we deliver the best Customer Experience we can to our customers.

After the long days in the office, we did also manage to have a tour of the beautiful city by night…

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

Read more insights from Georgina Kershaw

A few years ago, Esker decided to focus its efforts on improving the customer experience, and a new department emerged in the US, led by Joe Hanousek. Esker feels the time is now right to scale up this initiative throughout our offices in Europe.

Customer experience is more than a buzzword; it will play a pivotal role in the future of marketing. When we looked at past surveys with our customers about how they wanted to feel after interacting with us, the words valued, understood and engaged kept coming up, so we decided to make these words the core of our CX principles and we now share the VUE:

By investing so much time and effort into CX, by the year 2020, customer experience will overtake price and quality as the key brand differentiator.

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

Read more insights from Georgina Kershaw

One of the world’s leading industrial thread manufacturers, consumer textile crafts business and a major player in the Americas’ textiles crafts market has continued to grow rapidly. They soon realised that they needed to start to automate some of their current manual paper-based processes.

Having reached a high capacity of invoice delivery and archiving (approximately 50,000 invoices per year), they recognised that it was no longer viable to continue with a manual process.

Esker was chosen to help them move away from paper-based documentation to an electronic format and automate their accounts receivable (AR) processes.

Read full press release here.

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

Read more insights from Georgina Kershaw

Arçelik will be employing Esker’s Artificial Intelligence (AI) driven accounts payable (AP) solution to automate its processes, with the technology set to be rolled out from July 2018 across a number of Arçelik’s markets including consumer durable goods, consumer electronics, small home appliances and kitchen accessories.

With a huge amount of invoice management requests passing through from internal customers, the fully automated AP solution is set to benefit Arçelik’s finance team. Features such as AI driven image capture, touchless processing and electronic workflow capabilities, will now allow Arçelik to manage cash flow in a simpler, more efficient way.

Read the full press release here.

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

Read more insights from Georgina Kershaw

In my eyes anything that promotes and protects the environment for this and any future generation has always been admirable. After all, I am from a generation that precedes the recycling domestic collection bins. When I was at school we were just getting the message about cleaning out your bottles and keeping your newspapers so that you could take them to the local recycling banks in the supermarket car parks at the weekend. Fortunately, children today have grown up with constant messages about looking after the planet, recycling and not wasting the planet’s precious resources.

Going out of your way to protect the environment seemed to be some new age concept when I was young, the next bright idea that you could jump on the bandwagon, but today is the accepted default position for many and a natural way of living a sustainable lifestyle. However, it was amazing to see my child wanting to know more and more. It had reminded us both about a news story we had seen recently about a group of Scottish school children campaigning to ban plastic straws in their village because they kept seeing them wash up on their shoreline.

The conversation with my child just snowballed more and more, we talked about how much plastic we use at home, our family’s recycling habits, what the impacts of using paper has on the environment and even how much paper we thought was used by her school that she attends.

My child then started connecting the dots herself; if that is how much paper my school uses, what about all the schools in the country? What about where daddy works and where Grandpa used to work in his office? I was pleased to tell her on this point alone that where mummy works, their sole purpose is to help companies and organisations reduce the amount of paper they use. I did not go into the details with her how this benefits those organisations from a strategic or decision-making perspective, but from a purely environmental point of view, and how Esker offers document management solutions in the ‘cloud’ designed to eliminate the paper and inefficiencies associated with bringing money in and sending payments out of an organisation.

It actually made me feel really good explaining to her about how much Esker really does positively impact on protecting the environment.

Written by Georgina Kershaw – Esker Marketing Campaign Coordinator

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

Read more insights from Georgina Kershaw

During this one-day symposium, industry experts will provide invaluable information to users discussing the new technologies now available with Artificial Intelligence (AI) and Machine Learning, that now give you the ability to automate manual business processes across the entire organisation with minimal human intervention, if any at all.

Artificial Intelligence and Machine Learning technology
Esker will be presenting on whether the rise of AI in the workplace can replace departments such as customer service, and to what extent AI-driven order automation solutions allow customer service representatives to enhance their efficiency and customers’ experience. Also, Esker will pose the question as to whether we can completely rely on digital tools for customer/supplier relationships. The session will also include client case studies and will demonstrate how an order processing automation solution, featuring artificial intelligence technologies, works in practice.

If you are unable to join us at the presentation stream, we will also be exhibiting throughout the day so stop by the Esker stand with any questions that you may have.

Read full press release here.

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

Read more insights from Georgina Kershaw