Direct from Relate 2024 with Zappos Insights Co-creator Robert Richman

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Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service

Zendesk: Customer Service Software & Sales CRM

32 episodes

1 month ago

Welcome to Zendesk Insights, your front-row seat to the future of customer service.

As the pace of change accelerates, we're sitting down with the leaders, disruptors, and innovators reshaping CX. From emerging tech to the latest trends transforming the industry, we bring you the insights that will keep your business moving forward.

Like and subscribe to receive new episodes as they come out. Visit https://www.zendesk.com/zendesk-insights/ for updates, bonus content, and more.

All content for Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service is the property of Zendesk: Customer Service Software & Sales CRM and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Welcome to Zendesk Insights, your front-row seat to the future of customer service.

Like and subscribe to receive new episodes as they come out. Visit https://www.zendesk.com/zendesk-insights/ for updates, bonus content, and more.

Management

Technology,

Business

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Direct from Relate 2024 with Zappos Insights Co-creator Robert Richman

Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service

27 minutes 20 seconds

1 year ago

Direct from Relate 2024 with Zappos Insights Co-creator Robert Richman

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.