Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience

On this episode, we’re joined by Robert Richman, Author of The Culture Blueprint, Keynote Speaker, and Co-creator of Zappos Insights. Recorded at Zendesk's Relate 2024 conference in Las Vegas, this episode is enriched by live feedback from conference attendees and offers an in-depth look at how company culture and AI are transforming customer service. Key Takeaways: (00:00) The business impact of resolving customer issues. (01:35) Attendee perspectives on the future of customer services. (05:10) The importance of a service-oriented culture. (06:01) Key recruitment and training strategies for service excellence. (10:03) AI and human creativity: enhancing service. (11:30) How AI automates routine customer service tasks. (13:07) Involving staff in AI rollouts to sustain culture. (18:13) The business benefits from resolving customer complaints effectively. (20:06) Upholding human-centric values in interactions and culture. (23:19) The evolving role of AI in voice interaction. (26:45) Positive customer service experiences and proactive strategies. Resources Mentioned: Robert Richman - https://www.linkedin.com/in/robertrichman/ Relate 2024 - https://virtualevents.zendesk.com/series/relate-24-video-hub/landing_page?utm_source=podcast Watch Zendesk Relate 2024 on demand - https://virtualevents.zendesk.com/series/relate-24-video-hub/landing_page?utm_source=podcast Zappos | LinkedIn - https://www.linkedin.com/company/zappos.com/ Zappos | Website - https://www.zappos.com/ Balto AI - https://www.balto.ai/ Robert Richman Culture Blueprint Audiobook - https://robertrichman.com/culture-blueprint-download-audiobook/ Sign up for a free trial at Zendesk.com Follow Zendesk on LinkedIn - http://zendesk.com/li #CX #CustomerService #CustomerExperience

On this episode, we're joined by Adrian McDermott, Chief Technology Officer, and Teresa Haun, Senior Director of Technology and CX Strategy at Zendesk. Adrian and Teresa discuss the subject of artificial intelligence in customer experience, offering their insights on how businesses can navigate these changes effectively. Key Takeaways: (00:32) The importance of AI in shaping future customer experiences. (03:44) Historical inflection points in CX and parallels with today’s AI evolution. (06:07) How the internet and AI democratize customer service. (09:44) The current state of AI in the industry and its impact on business strategies. (16:10) Predictions for AI’s role in customer interactions by 2030. (22:10) Balancing automation with the human touch in CX. (24:20) Strategies for businesses implementing AI without being overwhelmed. (27:19) Innovative uses of AI in creating customer service solutions. Resources Mentioned: Adrian McDermott - https://www.linkedin.com/in/adrianmcdermott/ Teresa Haun - https://www.linkedin.com/in/teresahaun/ Join us at Relate, Zendesk’s biggest customer experience event of the year: April 16-18 in Las Vegas. Follow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements. Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we're joined by Donna Haddigan, Senior Director of Client Support at Talkspace. In our conversation, Donna shares insights into integrating empathy and technology to revolutionize customer support at Talkspace, emphasizing the human connection in the mental health services sector. Key Takeaways: (00:00) Highlighting the importance of empathy in customer support. (02:11) Talkspace's leadership in virtual behavioral health. (07:15) Developing the Teen Space program for targeted support. (10:28) The role of self-service in enhancing user experience. (13:11) Incorporating empathy into every customer interaction. (14:01) Effective change management within the support team. (16:41) Adapting communication channels to meet diverse user needs. (17:46) Looking forward to expanding team roles and opportunities. (18:43) Balancing AI technology with the need for human support. (19:21) The potential of AI to streamline support processes. Resources Mentioned: Donna Haddigan - https://www.linkedin.com/in/donnamakarhaddigan/ Talkspace - https://www.linkedin.com/company/talkspace-online-therapy/ Join us at Relate, Zendesk’s biggest customer experience event of the year: April 16-18 in Las Vegas. Follow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements. Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Brad Harris, Global Customer Support Director of Bitly, to discuss Bitly's innovative approach to customer support. Brad details his experiences and strategies, shedding light on the integration of AI and technology in support operations. Key Takeaways: (00:13) Leveraging technology tools for role scalability. (01:09) Exploring AI and innovative technologies for distinct customer bases. (02:16) Differentiating two customer use cases at Bitly. (07:40) Using net promoter score surveys and CSAT to gauge customer feedback. (08:11) The importance of responding to diverse customer support preferences. (08:37) Adapting to varied customer support methods, including chatbots and automation. (09:07) The implementation of an AI chatbot through Ada in Bitly's help centers. (18:13) Discussions on utilizing tools for enhancing customer experience. (19:03) Reflections on the unexpected achievements of AI. (19:32) Continuous efforts to centralize the information needed by customers. Resources Mentioned: Brad Harris - https://www.linkedin.com/in/thebradical/ Bitly - https://www.linkedin.com/company/bitly/ Ada AI Chatbot - https://ada.cx/ Join us at Relate, Zendesk’s biggest customer experience event of the year: April 16-18 in Las Vegas. Follow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements. Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Carine McGinnity, Global Head of Customer Communications and E-Commerce at Aesop. Carine shares her insights on Aesop’s journey through digital transformation, emphasizing the importance of integrating a seamless online customer service experience that mirrors their renowned in-store interactions. We delve into the strategies and technologies Aesop has leveraged to enhance customer engagement across digital platforms. Key Takeaways: (00:43) Aesop’s transition to digital and maintaining brand integrity online. (02:38) The catalysts for Aesop’s digital transformation and global expansion. (03:56) Utilizing a diverse set of customer service channels to enhance global support. (05:13) Integrating Zendesk for cohesive customer service experiences. (07:09) The importance of comprehensive training for digital customer service representatives. (09:26) Adapting customer service strategies to cater to market-specific needs. (11:01) Aiming for efficiency without sacrificing human connection in customer service. (14:30) Investing in people and technology to reflect positively on customer experience. (17:07) The impact of personal touch in customer service on brand perception. Resources Mentioned: Carine McGinnity - https://www.linkedin.com/in/carinemcginnity/ Aesop - https://www.linkedin.com/company/aesop/ Join us at Relate, Zendesk’s biggest customer experience event of the year: April 16-18 in Las Vegas. Follow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements. Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Peter Neels, Senior Director, Customer Experience Strategist of Zendesk. Peter shares his thoughts on the integration of AI within customer service realms, emphasizing the importance of a strategic, phased approach and the enhancement of both customer and agent experiences. Key Takeaways: (03:10) The operational impact of a phased approach to AI integration. (03:52) Prioritizing efficiently solvable customer problems through AI. (04:57) Evolving agent roles in an AI-enhanced environment. (05:03) The importance of agent fulfillment and capability enhancement via AI. (06:04) AI training tailored to mimic agent onboarding processes. (07:50) The necessity of baby steps in AI implementation for transformative business impacts. (13:18) Bridging the gap between technological capabilities and business readiness. (14:50) Strategic decision-making focused on customer needs. (16:12) Business recommendations for AI integration initiation. (17:19) A memorable customer experience narrative with Carnival Cruise. Resources Mentioned: Peter Neels - https://www.linkedin.com/in/peter-neels-a48459/ CX Trends Report - https://cxtrends.zendesk.com/ Relate 2024 Event by Zendesk - https://www.zendeskrelate.com/event/819e790c-37ac-4207-bfef-ab965999c0ef/summary Registration for Relate 2024, our flagship customer event, is now open. Visit www.zendeskrelate.com to get your tickets today. Join the conversation any time in the Zendesk Community at zendesk.com/community, or connect with other Zendesk users through our User Groups. Find one for you at usergroups.zendesk.com. Follow us on LinkedIn for the latest news, trends, and big ideas from Zendesk. Sign up for a free trial at Zendesk.com. #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Joey Edwards-Lebair, Senior Customer Insights Manager at Zendesk. Joey shares valuable insights into the evolving landscape of customer experience (CX) in the age of artificial intelligence. We discuss how AI is reshaping customer service, the importance of data privacy, and the future of voice communication in the digital-first era. Key Takeaways: (00:00) AI’s role in enhancing customer experiences. (02:22) The impact AI has on chatbots and human agents. (04:02) The adoption of instant predictive experiences by retail and e-commerce. (10:33) Balancing customer data security with a seamless user experience. (11:18) The rise of biometric verification in financial services. (15:33) The significance of immersive technologies in customer engagement. (19:13) The continued importance of voice communication channels. (24:43) The future of AI in creating more human-like digital interactions. (25:25) The fundamental goal of customer service in the AI era. Resources Mentioned: Joey Edwards-Lebair - https://www.linkedin.com/in/josephedwardslebair/ LinkedIn Zendesk - https://www.linkedin.com/company/zendesk/ CX Trends Report - https://cxtrends.zendesk.com/ Relate 2024 Event by Zendesk - https://www.zendeskrelate.com/event/819e790c-37ac-4207-bfef-ab965999c0ef/summary Registration for Relate 2024, our flagship customer event, is now open. Visit www.zendeskrelate.com to get your tickets today. Join the conversation any time in the Zendesk Community at zendesk.com/community, or connect with other Zendesk users through our User Groups. Find one for you at usergroups.zendesk.com. Follow us on LinkedIn for the latest news, trends, and big ideas from Zendesk. Sign up for a free trial at Zendesk.com. #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Joey Edwards-Lebair, Senior Customer Insights Manager at Zendesk. Joey shares deep insights into the role of AI in customer experience, discussing significant trends and the evolution of customer service. Key Takeaways: (00:21) The process and importance of Zendesk's CX Trends report. (01:21) Global surveys as the backbone of CX trends research. (02:30) Transformative elements intersecting in the current CX phase. (03:37) AI’s diverse applications in CX and chatbots. (04:59) AI's contribution to personalizing customer experiences. (07:39) The 24/7 availability of AI and improving customer-company bonds. (08:37) Rapid advancements in AI reshaping CX. (10:45) Leaders and agents' differing perceptions of AI tools. (11:30) The need for comprehensive AI training for agents. (13:51) The future intensification of agent-AI collaboration. (18:36) Consumer openness to companies using generative AI. (19:02)The public's increasing engagement with AI tools. Resources Mentioned: CX Trends Report Relate 2024 Event by Zendesk Registration for Relate 2024 is open. Visit www.zendeskrelate.com to get your tickets today. Join the conversation any time in the Zendesk Community at zendesk.com/community, or connect with other Zendesk users through our User Groups. Find one for you at usergroups.zendesk.com. Learn more about Zendesk’s AI offerings at https://www.zendesk.com/service/ai/ Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Tom Eggemeier, CEO of Zendesk. Tom shares his extensive insights into customer experience and the pivotal role of AI in enhancing customer service. Registration for Relate 2024 is open, and you can secure early bird pricing through December 22. Visit www.zendeskrelate.com to get your tickets today. Join the conversation any time in the Zendesk Community at zendesk.com/community, or connect with other Zendesk users through our User Groups. Find one for you at usergroups.zendesk.com. Learn more about Zendesk’s AI offerings at https://www.zendesk.com/service/ai/ Key Takeaways: (00:18) Digital agents hold strategic importance in AI. (03:19) Customer experience has a significant impact on business growth. (04:00) Retaining customers costs less than acquiring new ones. (05:14) The evolution from brick-and-mortar to online e-commerce. (05:39) AI’s cutting-edge role in customer experience. (06:46) AI should offer seamless, personalized experiences. (10:45) Consumers spend more with companies offering seamless experiences. (14:53) Zendesk’s tagline reflects a blend of intelligence and empathy. (17:03) Zendesk continues to lead in core ticketing and data security. (18:19) Personalized service memories from a Parisian butcher. Resources Mentioned: Tom Eggemeier - https://www.linkedin.com/in/tomeggemeier/ Zendesk 2023 CX Trends Report - https://www.zendesk.com/ Relate 2024 Event by Zendesk - https://www.zendeskrelate.com/event/819e790c-37ac-4207-bfef-ab965999c0ef/summary Sign up for a free trial at Zendesk.com. #CX #CustomerService #CustomerExperience

In this episode, we’re joined by Erika Tabacniks, Manager of Customer Success at LinkedIn. Erika shares valuable insights into building a supportive and effective customer success team by harnessing the power of AI and fostering a culture of continuous learning and empathy. Key Takeaways: (02:32) Erika defines her pivotal role and responsibilities within customer success management at LinkedIn. (05:55) Using AI to keep customers engaged and drive long-term loyalty. (11:25) The importance of personalized messaging and AI in user communication. (17:12) The necessity of open communication for team support and mental health. (18:42) Strategies for fostering a learning culture within customer success teams. (19:38) Erika's techniques for encouraging a healthy work-life balance. (21:02) Boosting morale by recognizing and appreciating team efforts. (23:36) Proactively using data and AI to address customer needs and preferences. (24:50) A compelling story of exceptional customer service embodying the Japanese concept of Ikigai. Resources Mentioned: LinkedIn Learning Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Diane Lye, Chief Information Officer of Rivian. Diane shares her invaluable insights on leadership, the importance of meaningful work, and Rivian's mission-driven approach to creating sustainable technology for our planet's future. Key Takeaways: (03:13) Diane's early career as a demographer and statistician. (05:31) The customer-centric approach at Capital One. (06:25) Rivian's shift from R and D to manufacturing at scale. (07:11) Diane emphasizes the importance of meaningful work. (12:25) Focus on customer experience in electric vehicle ownership. (19:37) Rivian's opportunity to improve air quality in cities. (21:06) Leadership involves enabling and valuing team members. (23:17) Diane shares a personal story about customer experience. (26:11) Emphasizing the need for cybersecurity in the tech industry. (28:16) Rivian's mission to sustainably impact the planet. Resources Mentioned: Rivian's Official Website zendesk.com/community - http://zendesk.com/community usergroups.zendesk.com - http://usergroups.zendesk.com Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Paulette Chafe, Head of Consumer Insights and Research at Zendesk. In our discussion, Paulette shares insights about the integration of AI in customer and employee experiences and how technology is rapidly reshaping the business landscape. Key Takeaways: (01:11) Discoveries from a global survey of IT leaders conducted by Paulette's team. (02:35) Top IT priorities today: Cybersecurity, enhancing customer experience, and data utilization. (04:19) The intricacies of harnessing data for enriched personalization. (05:49) The imperative of training and evolving IT teams. (07:11) IT leaders' specific expectations from strategic partners. (09:12) The indispensable value of immediate AI expertise from partners. (12:02) The rising wave of AI in elevating employee experiences. (15:48) The intertwined nature of CX, cybersecurity, and employee experience. (18:24) Demonstrating tangible ROI for pivotal IT initiatives. (22:09) Projecting the ever-evolving landscape of the AI industry. (28:12) Emphasis on the importance of continual experimentation and customer focus for all leaders. Resources Mentioned: Paulette Chafe - https://www.linkedin.com/in/paulettechafe/ Zendesk - https://www.linkedin.com/company/zendesk/ zendesk.com/community - https://zendesk.com/community usergroups.zendesk.com - https://usergroups.zendesk.com Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode we’re joined by Jeremy Kingsley, Global Lead of Strategic Foresight at Economist Impact. Jeremy provides much useful insight into how companies can approach the adoption of AI in a responsible way while leveraging it to its fullest potential. We discuss: (2:38) The early adoption of AI in the financial services industry. (5:29) The importance of data protection and regulation for AI. (7:20) Why companies need to be transparent when using AI. (9:43) Different approaches to data regulation across regions. (13:43) Consequences of implementing AI without proper consideration of security and privacy. (18:11) How companies are rethinking business models and generating new products with AI. (20:39) The potential for AI to revamp industries like education and healthcare. (24:50) How AI can make jobs more efficient and lead to more creativity. (28:27) Key advice for industry leaders about how to experiment and be transparent with AI. Resources Mentioned: Jeremy Kingsley - https://www.linkedin.com/in/jeremykingsley/?originalSubdomain=uk Economist Impact - https://www.linkedin.com/company/economist-impact/ https://impact.economist.com/ zendesk.com/community usergroups.zendesk.com Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Rapha Fontes, Senior Vice President, Customer Operations at Squarespace. Rapha truly understands the importance of walking in your customers’ shoes in order to meet expectations and continually improve products. We discuss: (4:35) The importance of design in Squarespace's culture and its impact on trustworthiness. (8:27) The teams and processes in place at Squarespace for collecting and addressing customer feedback. (10:42) Overall challenges in collecting and acting on customer feedback. (11:21) The tension between building new things and fixing existing issues. (12:57) Automation and integration of bug-reporting processes. (15:43) Maintaining human connections as a company scales. (24:14) The importance of experiencing the support process firsthand. (25:43) Framing support work as empowering and impactful. Resources Mentioned: Rapha Fontes - https://www.linkedin.com/in/fusquine/ https://www.squarespace.com/ Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Addie Wallace, Senior Director at Wine.com. Addie and her team understand the importance of keeping their focus on customers and providing tailored shopping experiences that keep customers coming back. We discuss: - What a Wine.com shopping journey looks like. - Defining customer personas and meeting their needs. - The importance of guiding customers through their journey in a personalized way. - Tools and methods used to gather customer feedback. - How Wine.com balances automation with a personalized touch. - Why focusing on your customer’s enjoyment instead of your features is important. - How Wine.com promotes community building. Resources mentioned: https://www.wine.com/ Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Tade Anzalone, Senior Manager of Customer Experience at Calm. With nearly a decade of experience in the customer support space, Tade has led award-winning CX teams in various industries, including healthcare, banking, and financial management software. Our conversation focuses on the importance of mental health for CX leaders and support teams. We discuss: - (4:00) Why CX teams are vulnerable to mental health challenges. - (7:22) How remote work has impacted the mental health of support teams. - (8:59) How managers can spot signs of burnout and mental stress. - (15:16) What managers can do to prevent and improve mental health challenges. - (19:48) The importance of cultivating a culture that encourages breaks. - (22:30) Why managers should take the time to celebrate the work of CX teams. - (25:08) How to make the best use of work breaks. - (26:47) Tools and tactics for managing stress. - (29:10) The key ways supporting mental health improves business operations. Resources mentioned: - https://www.calm.com/ Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Matthew Hutson, Contributing Writer at The New Yorker. Matthew has been writing in the AI space for quite some time and shares many important insights about creativity and the role of AI in a number of fields. We discuss: - (3:02) Expanding human potential with the help of generative AI. - (5:18) The importance of finding the right collaborative balance between humans and AI. - (7:34) The role AI plays in democratizing creativity. - (11:40) Applying generative AI in the fields of medicine, engineering, and other sciences. - (13:22) Strong AI use cases in the business world. - (14:44) Some of the challenges or potential downfalls of AI. - (17:15) AI regulation and transparency. Resources mentioned: Matthew Hutson - https://www.linkedin.com/in/matthewhutson/ The New Yorker - https://www.linkedin.com/company/the-new-yorker/ The New Yorker | Website - https://www.newyorker.com/ Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Michael Pace, Vice President, Global Member Services and Operations at Virgin Pulse. By maximizing self-service options and improving platform stability, Michael has helped Virgin Pulse reduce customer contacts while emphasizing the importance of the employee experience to achieve these results. We discuss: - (2:43) Why building a strong knowledge base and self-service resources is so important. - (6:30) Reducing customer contacts through platform stability. - (10:19) The importance of transparency and dashboards for driving improvements. - (13:12) How to build a culture of collaboration and trust. - (14:20) The impact of improved customer support on customer satisfaction. - (15:13) Why great employee experiences lead to top-notch customer experiences. - (21:02) How Michael and his team plan to implement AI tools to improve operations. - (24:06) The potential impact of AI on the employee experience. Resources mentioned: Michael Pace - https://www.linkedin.com/in/pacemichael/ Virgin Pulse - https://www.linkedin.com/company/virgin-pulse/ Virgin Pulse | Website - https://www.virginpulse.com/ Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Ian Hunt, Director of Operations and Customer Services at Liberty London. For any business looking to find success in the “phygital” world of retail, Ian provides some real gems during our conversation. We discuss: - (1:05) What Liberty London is and what it’s famous for. - (3:12) Liberty London’s evolution from physical to digital. - (5:22) How Liberty London balances their physical and digital experiences. - (9:01) How Liberty London approaches personalized customer experiences. - (10:19) What technology Liberty London has implemented to improve customer service. - (12:19) How Liberty London brings the human touch to their customer service. - (14:39) The challenges of moving from a physical to a digital store. - (18:17) What innovation looks like for Liberty London. - (19:35) Ian’s advice for other retailers looking to make the transition into digital. Resources mentioned: Ian Hunt - https://www.linkedin.com/in/ian-hunt-8294722a/ Liberty London - https://www.linkedin.com/company/liberty-ltd/ Liberty London | Website - https://www.libertylondon.com/ Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Deepam Mishra, Generative AI Innovation Leader and Strategic Advisor, AI/ML Expert, VC and Startups at Amazon Web Services. Deepam shares his insight on the many opportunities for AI as well as the challenges within the space. We discuss: - (1:45) Deepam’s background and experience with AI. - (4:27) The diverse applications for generative AI. - (6:17) Unique spaces being explored with generative AI. - (8:55) Balancing innovation with the human touch. - (12:02) Differentiating between hype and real innovation in AI. - (20:51) Challenges with AI, including accuracy and data privacy. - (29:31) The unique capabilities and risk-taking abilities of start-ups. - (32:30) The transformation of human productivity with the help of AI. Resources mentioned: Deepam Mishra - https://www.linkedin.com/in/deepammishra/ Amazon Web Services - https://www.linkedin.com/company/amazon-web-services/ AWS Generative AI Accelerator - https://aws-startup-lofts.com/amer/program/accelerators/generative-ai Sign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience