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