24 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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AI and the next CX revolution with Zendesk’s Adrian McDermott and Teresa Haun
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 -
Humanizing support at scale with Talkspace’s Donna Haddigan
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 -
Using experimentation to build the support experiences your customers actually want with Bitly’s Brad Harris
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 -
Translating iconic experiences to a digital space with Aesop’s Carine McGinnity
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 -
Burning AI questions answered with Zendesk’s Peter Neels
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 -
Building trust and security at the intersection of AI and CX with Joey Edwards-Lebair of Zendesk
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
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.