16 episodes
Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience Zendesk: Customer Service Software & Sales CRM
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4.9 • 12 Ratings
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Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business.
On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you.
We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code.
Like and subscribe to receive new episodes every other week. Visit www.zendesk.com/blog for updates, bonus content, and more.
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Mastering the art of customer success management with LinkedIn's Erika Tabacniks
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
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#CX #CustomerService #CustomerExperience -
How data and technology fuel the customer experience and global expansion with Rivian’s Diane Lye
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
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#CX #CustomerService #CustomerExperience -
Understanding the shifting priorities of IT leaders with Zendesk’s Paulette Chafe
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 -
Experimenting with AI responsibly and transparently with Economist Impact’s Jeremy Kingsley
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 -
Developing a scalable customer feedback strategy with Squarespace's Rapha Fontes
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/
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#CX #CustomerService #CustomerExperience -
Improving operations through customer-centricity with Wine.com’s Addie Wallace
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/
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#CX #CustomerService #CustomerExperience
Customer Reviews
How an iconic luxury retailer embraced phygital...
Great podcast!
Interesting Podcast!
This podcast provides insights into customer service trends across various organizations and verticals. Nicole is a remarkable host and keeps the podcast interesting to listen to and learn from.
Amazing Host, Amazing Episodes!
This podcast is an invaluble resource for executives and other leaders looking to stay on top of trends in customer service and customer experience. I look forward to every new episode. Nicole is a brilliant host.