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/
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Follow Zendesk on LinkedIn -
http://zendesk.com/li
#CX #CustomerService #CustomerExperience
