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 indust ..read more

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 empath ..read more

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 ..read more

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 transfor ..read more

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 v ..read more

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 custom ..read more

On this episode, we’re joined by Joey Edwards-Lebair, Senior Customer Insights Manager at Zendesk. Joey shares deep insights into the role of AI in customer experience, discussing significant trends and the evolution of customer service. Key Takeaways: (00:21) The process and importance of Zendesk's CX Trends report. (01:21) Global surveys as the backbone of CX trends research. (02:30) Transformative elements intersecting in the current CX phase. (03:37) AI’s diverse applications in CX and chatbots. (04:59) AI's contribution to personalizing customer experiences. (07:39) The 24/7 availabil ..read more

On this episode, we’re joined by Tom Eggemeier, CEO of Zendesk. Tom shares his extensive insights into customer experience and the pivotal role of AI in enhancing customer service. Registration for Relate 2024 is open, and you can secure early bird pricing through December 22. 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. Learn more about Zendesk’s AI offerings at https://www.zendesk.com/service/ai ..read more

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 ..read more

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) R ..read more