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-us

Sign up for a free trial at Zendesk.com

#CX #CustomerService #CustomerExperience

On this episode, we’re joined by Steven Warfield, Vice President of Customer Service and Technical Support at Zendesk. Steven shares insights into how AI is transforming customer service at Zendesk, emphasizing the importance of human interactions and career growth alongside AI implementation. He also shares valuable feedback from Zendesk customers on their experiences and preparations for an AI-powered future.

Key Takeaways:

(00:42) Turning the mic on Zendesk and AI impacts.

(01:23) Customer feedback on AI preparation.

(04:11) Enhancing efficiency and satisfaction with AI.

(05:30) Preparing agents for AI-driven changes.

(08:28) AI transforms roles into problem-solving.

(10:03) Positive agent feedback on AI tools.

(12:00) AI as a journey with pilot programs.

(14:03) Shifting to subject matter experts.

(15:47) Creating transparency for agents.

(17:03) Proving AI benefits to unlock time.

(18:11) AI focuses on meaningful interactions.

(20:39) AI impacts career opportunities and job architecture.

(22:17) Embracing change and broadening horizons with AI.

Resources Mentioned:

Steven Warfield - https://www.linkedin.com/in/steven-warfield-3645794b/

Zendesk - https://www.linkedin.com/company/zendesk/

Unlock the power of AI for customer experience - https://www.zendesk.com/mc/intelligent-cx/

Sign up for a free trial at Zendesk.com.

#CX #CustomerService #CustomerExperience

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 , 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.com

Follow Zendesk on LinkedIn -

http://zendesk.com/li

#CX #CustomerService #CustomerExperience

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/

Sign up for a free trial at Zendesk.com

Follow Zendesk on LinkedIn -

http://zendesk.com/li

#CX #CustomerService #CustomerExperience

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

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