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