Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service – Details, episodes & analysis

Discovery commerce is turning the traditional shopping experience on its head. Instead of searching for specific products, consumers are now discovering them through smart algorithms, short-form videos, and live content tailored to their interests.

JP Stoops, Head of TikTok Shop's App Store, joins Zendesk Insights to explain how community, creator content, and AI are reshaping the path to purchase.

Key Takeaways:

(00:00) The importance of ecommerce brands embracing technology and community to drive growth.

(02:11) Discovery commerce is transforming how people find and buy products.

(05:03) The role of TikTok Shop in the larger TikTok

(08:20) Authenticity performs well on TikTok

(09:35) Role of creator collaborations in creating authentic content

(11:01) The importance of building trust with users

(13:43) Unpacking the live shopping trend and its origins

(16:56) Best practices for getting started with live shopping

(19:37) Live shopping provides real-time product feedback

(20:51) Important apps and integrations for any TikTok seller

(22:55) 4 things JP is excited about for the future

(24:01) Importance of generative AI as a tool for creators

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#ZendeskAI #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Naomi Rankin, Global Customer Care Manager at Lush. Naomi shares her journey of integrating AI into Lush’s customer service operations while staying true to the company’s ethical values. With nearly a decade of experience, she leads a diverse team supporting Lush’s mission to deliver exceptional, personalized customer service globally.

Key Takeaways:

(02:10) Leveraging AI to handle 55% of customer interactions, allowing human agents to focus on more complex issues.

(05:30) Balancing technology with a human-first approach to maintain Lush’s personalized customer service.

(09:00) The introduction of Marvin, Lush’s AI tool, and its role in improving efficiency.

(11:25) Managing peak customer inquiries, such as during Black Friday, with AI-driven solutions.

(14:40) Testing AI tools in a sandbox environment to ensure alignment with Lush’s values before deployment.

(17:50) Implementing AI-powered order tracking to enhance both customer and team efficiency.

(20:15) Prioritizing data ethics by treating customer information with the same care as Lush’s product ingredients.

(22:00) Creating new roles focused on AI management and quality control while streamlining operations.

Resources Mentioned:

Naomi Rankin - https://www.linkedin.com/in/naomi-rankin-34570035/?originalSubdomain=uk

Lush - https://www.lush.com/

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#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.

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#CX #CustomerService #CustomerExperience

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

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. 

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#CX #CustomerService #CustomerExperience

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

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 availability of AI and improving customer-company bonds.

(08:37) Rapid advancements in AI reshaping CX.

(10:45) Leaders and agents' differing perceptions of AI tools.

(11:30) The need for comprehensive AI training for agents.

(13:51) The future intensification of agent-AI collaboration.

(18:36) Consumer openness to companies using generative AI.

(19:02)The public's increasing engagement with AI tools.

Resources Mentioned:

CX Trends Report

Relate 2024 Event by Zendesk

Registration for Relate 2024 is 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.

Learn more about Zendesk’s AI offerings at https://www.zendesk.com/service/ai/ 

Sign up for a free trial at Zendesk.com

#CX #CustomerService #CustomerExperience

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/ 

Key Takeaways:

(00:18) Digital agents hold strategic importance in AI.

(03:19) Customer experience has a significant impact on business growth.

(04:00) Retaining customers costs less than acquiring new ones.

(05:14) The evolution from brick-and-mortar to online e-commerce.

(05:39) AI’s cutting-edge role in customer experience.

(06:46) AI should offer seamless, personalized experiences.

(10:45) Consumers spend more with companies offering seamless experiences.

(14:53) Zendesk’s tagline reflects a blend of intelligence and empathy.

(17:03) Zendesk continues to lead in core ticketing and data security.

(18:19) Personalized service memories from a Parisian butcher.

Resources Mentioned:

Tom Eggemeier - https://www.linkedin.com/in/tomeggemeier/

Zendesk 2023 CX Trends Report - https://www.zendesk.com/

Relate 2024 Event by Zendesk - https://www.zendeskrelate.com/event/819e790c-37ac-4207-bfef-ab965999c0ef/summary

Sign up for a free trial at Zendesk.com.

#CX #CustomerService #CustomerExperience

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 for team support and mental health.

(18:42) Strategies for fostering a learning culture within customer success teams.

(19:38) Erika's techniques for encouraging a healthy work-life balance.

(21:02) Boosting morale by recognizing and appreciating team efforts.

(23:36) Proactively using data and AI to address customer needs and preferences.

(24:50) A compelling story of exceptional customer service embodying the Japanese concept of Ikigai.

Resources Mentioned:

LinkedIn Learning

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#CX #CustomerService #CustomerExperience

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) Rivian's opportunity to improve air quality in cities.

(21:06) Leadership involves enabling and valuing team members.

(23:17) Diane shares a personal story about customer experience.

(26:11) Emphasizing the need for cybersecurity in the tech industry.

(28:16) Rivian's mission to sustainably impact the planet.

Resources Mentioned:

Rivian's Official Website

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#CX #CustomerService #CustomerExperience