Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service

Discovery commerce is turning the traditional shopping experience on its head. Instead of searching for specific products, consumers are now discovering them through smart algorithms, short-form videos, and live content tailored to their interests. JP Stoops, Head of TikTok Shop's App Store, joins Zendesk Insights to explain how community, creator content, and AI are reshaping the path to purchase.Key Takeaways:(00:00) The importance of ecommerce brands embracing technology and community to drive growth.(02:11) Discovery commerce is transforming how people find and buy products.(05:03) The role of TikTok Shop in the larger TikTok (08:20) Authenticity performs well on TikTok(09:35) Role of creator collaborations in creating authentic content(11:01) The importance of building trust with users (13:43) Unpacking the live shopping trend and its origins(16:56) Best practices for getting started with live shopping(19:37) Live shopping provides real-time product feedback(20:51) Important apps and integrations for any TikTok seller(22:55) 4 things JP is excited about for the future(24:01) Importance of generative AI as a tool for creatorsFollow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements.Sign up for a free trial at zendesk.com/ai.#ZendeskAI #CX #CustomerService #CustomerExperience

Naomi Rankin, Global Customer Care Manager at Lush, is pioneering the integration of AI in customer service while staying committed to ethical values. She discusses how AI handles 55% of interactions, allowing staff to tackle complex issues. Naomi introduces Marvin, Lush’s AI tool, which streamlines operations, particularly during peak times like Black Friday. She emphasizes the importance of maintaining a human-first approach and treating customer data with care, reflecting Lush’s overall commitment to sustainability and ethics.

In this chat with Alexander Kouts, CEO of Indigov, he shares his vision of marrying private sector efficiency with public service. He discusses the drastic reduction of government response times from 80 days to under eight hours. The conversation dives into the challenges of governmental communication and the role of AI in transforming these interactions. Kouts emphasizes the importance of empathy in customer service and explores the potential future of AI in enhancing government services while ensuring responsible use.

On this episode, we’re joined by André Heller, Director of the Signpost Project at the International Rescue Committee (IRC). Andre shares insights on how IRC leverages technology and innovative strategies to enhance humanitarian aid efforts globally.We discuss:(07:52) How collaboration with Zendesk revolutionized IRC’s Signpost project.(09:01) Using a customer service platform for social work at IRC.(11:00) The importance of empowerment through information.(13:24) Increasing efficiency by integrating social media channels with Zendesk.(14:44) The critical role of efficiency in life-saving humanitarian work.(16:43) Addressing digital accessibility challenges in humanitarian contexts.(19:25) Developing AI agents for humanitarian use.(21:33) Creating a digital workforce for future aid response.(22:41) Building trust by being responsive to community needs.(24:06) Implementing dynamic processes for internal and external communications.(25:00) Celebrating great customer service experiences.(25:46) The positive impact of trust in customer service interactions.Resources Mentioned:André Heller - https://www.linkedin.com/in/andre-heller-perache/International Rescue Committee - https://www.zendesk.com/customer/international-rescue-committee/Zendesk Tech for Good - https://techforgood.zendesk.com/hc/en-usSign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience

Steven Warfield, Vice President of Customer Service and Technical Support at Zendesk, discusses the transformative effects of AI in customer service. He emphasizes the importance of maintaining human interactions while implementing AI, enhancing both efficiency and customer satisfaction. Warfield shares feedback from Zendesk customers on how they are preparing for an AI-powered future. He outlines how AI can empower agents, shifting their roles to focus on complex problem-solving, and highlights the need for effective change management as organizations navigate this transition.

On this episode, we’re joined by Brent Pliskow, General Manager and Vice President of Customer Support at Upwork. Brent shares his expertise in integrating AI with human-driven customer service to elevate both customer and agent experiences.Key Takeaways:(03:21) Upwork’s role as a global work marketplace.(04:17) How Upwork handles payments and disputes to ensure smooth transactions.(06:52) The introduction and impact of AI on Upwork’s customer support.(08:00) Brent’s insights on the transformative power of ChatGPT at Upwork.(09:00) The significant improvement in self-service rates due to AI integration.(10:19) Enhancing first contact resolution with technology.(11:28) The shift in the nature of customer support queries received by agents.(18:21) Brent’s perspective on the future of technology at Upwork and beyond.(23:50) The memorable customer service experience that impacted Brent personally.Resources Mentioned:Brent Pliskow - https://www.linkedin.com/in/bpliskow/Upwork - https://www.linkedin.com/company/upwork/Unlocking the Power of AI for CX webinar - https://www.zendesk.com/mc/ai-for-cx-webinar/Sign up for a free trial at Zendesk.com.#CX #CustomerService #CustomerExperience

On this episode, we’re joined by Guilherme Kolberg, Head of CX and Customer Service at XP Inc. Guilherme shares his insights on leveraging artificial intelligence to enhance customer service and streamline operations within a financial services context.Key Takeaways: (00:34) Early AI successes and initial steps at XP Inc.(04:16) The evolution and impact of technology at XP, reflected in annual conferences.(05:37) Challenges and strategies in implementing AI within large organizations.(06:42) How XP manages AI adoption through a hybrid centralized and decentralized approach.(10:00) Observing agent adaptation and the widespread unofficial use of AI.(10:48) The importance of AI in improving customer satisfaction and operational efficiency.(14:00) Balancing automation with human interaction in customer service.(18:19) Utilizing AI to analyze and direct customer inquiries effectively.(20:39) Achievements in customer deflection rates and satisfaction through AI.Resources Mentioned: Guilherme Kolberg -https://www.linkedin.com/in/guilhermekolberg/XP Inc. -https://www.linkedin.com/company/xpinc/Register for our upcoming webinar, Unlocking the Power of AI for CX <http://event.zendesk.com/ai-for-cx-webinar/aipcx0508>, which is coming up on June 4, 2024.Webinar Guide -https://www.zendesk.com/mc/intelligent-cx/Sign up for a free trial at Zendesk.comFollow Zendesk on LinkedIn -http://zendesk.com/li#CX #CustomerService #CustomerExperience

Robert Richman, co-creator of Zappos Insights and author of The Culture Blueprint, dives into the transformative power of company culture on customer service. He emphasizes the need for a service-oriented culture and discusses innovative recruitment strategies that prioritize empathy. Richman explores how AI can enhance service while maintaining human creativity, and advocates for employee involvement during technology rollouts. He also stresses the importance of viewing customer complaints as opportunities for growth and celebrating positive experiences.

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