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.
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.
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/
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