Technologies of Being a Connoisseur
with Torsten D. FrĂĽhling


In this episode of Cards Against Complexity, Jan engages with Torsten FrĂĽhling, Head of Customer Service at Hawesko, to discuss the evolving dynamics of customer service in the digital era.
Episode Summary:
In this episode of Cards Against Complexity, Jan engages with Torsten FrĂĽhling, Head of Customer Service at Hawesko, to discuss the evolving dynamics of customer service in the digital era. With a career spanning 35 years, Torsten shares insights on how technology and human expertise are shaping the future of customer experience in the wine retail sector.
Key Takeaways:
• A Robot Can't do Wine-Tastings: Torsten discusses Hawesko’s use of AI-driven tools like virtual sommeliers and voice bots to enhance customer service, while emphasizing the irreplaceable value of human expertise in creating personalized and trustworthy interactions.
• Focus on the Customer: From handwritten order tracking to advanced cloud and ticketing systems, Torsten reflects on how customer service at Hawesko has transformed over decades to meet changing expectations and improve operational efficiency.
• The Role of Expertise and Adaptability: Highlighting the importance of ongoing employee training and wine education, Thorsten underlines how customer service teams can deliver authentic experiences while adapting to technological advancements.Wine as a very haptic experience and kind of "emotional product" serves as an exciting playing ground to figure out in which ways new technologies can be used in customer service.
Wine as a very haptic experience and kind of "emotional product" serves as an exciting playing ground to figure out in which ways new technologies can be used in customer service.
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