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 Tom Eggemeier, CEO of Zendesk. Tom shares his extensive insights into customer experience and the pivotal role of AI in enhancing customer service.
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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
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