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

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

Peter Neels, Senior Director and Customer Experience Strategist at Zendesk, dives into the world of AI in customer service. He shares the critical need for a strategic, phased approach to AI implementation. Neels discusses how agents' roles are evolving alongside AI enhancements and emphasizes training that mirrors how human agents onboard. He also illustrates the importance of bridging expectations between technology and business readiness, ensuring that customer experiences remain personal and connected.

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/summaryRegistration 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 ReportRelate 2024 Event by ZendeskRegistration 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/summarySign 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 LearningSign 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 Websitezendesk.com/community - http://zendesk.com/communityusergroups.zendesk.com - http://usergroups.zendesk.comSign 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/communityusergroups.zendesk.com - https://usergroups.zendesk.comSign 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=ukEconomist Impact -https://www.linkedin.com/company/economist-impact/https://impact.economist.com/zendesk.com/communityusergroups.zendesk.comSign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience