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

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May 2025

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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.

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32 recent

May 16, 202525 min

Mastering the art of discovery commerce with TikTok Shop

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 creatorsFollow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements.Sign up for a free trial at zendesk.com/ai.#ZendeskAI #CX #CustomerService #CustomerExperience

September 3, 202426 min

Harnessing AI-powered efficiency for deeper customer connection with Lush’s Naomi Rankin

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=ukLush - https://www.lush.com/Zendesk AI SummitSign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience

August 7, 202428 min

Modernizing the world’s largest service delivery business with Indigov’s Alexander Kouts

On this episode, we’re joined by Alexander Kouts, CEO of Indigov. Alexander shares his mission to bring private sector efficiency to the public sector, using technology to improve engagement between elected officials and their constituents.Key Takeaways:(02:00) Alexander’s background and how he started Indigov.(04:36) Challenges faced by government agencies in communicating with the public.(07:12) Indigov’s success in reducing response times from 80 days to less than eight hours.(08:48) Utilizing Zendesk to streamline communication processes.(11:24) The importance of empathy in customer service and AI.(14:00) Security and regulatory considerations in applying AI in government.(16:36) Future potential of AI in government services.(19:12) Successful implementations and positive outcomes from Indigov’s work.(21:48) AI’s impact on the relationship between constituents and government.(24:24) Responsible use of AI in government services.Resources Mentioned:Alexander Kouts - https://www.linkedin.com/in/akouts/Zendesk AI Summit - https://event.zendeskai-summit.com/Indigov - https://indigov.com/Sign up for a free trial at Zendesk.com.#CX #CustomerService #CustomerExperience #AI

June 20, 202426 min

Dispatch from the front lines of critical customer service with the International Rescue Committee’s André Heller

On this episode, we’re joined by André Heller, Director of the Signpost Project at the International Rescue Committee (IRC). Andre shares insights on how IRC leverages technology and innovative strategies to enhance humanitarian aid efforts globally.We discuss:(07:52) How collaboration with Zendesk revolutionized IRC’s Signpost project.(09:01) Using a customer service platform for social work at IRC.(11:00) The importance of empowerment through information.(13:24) Increasing efficiency by integrating social media channels with Zendesk.(14:44) The critical role of efficiency in life-saving humanitarian work.(16:43) Addressing digital accessibility challenges in humanitarian contexts.(19:25) Developing AI agents for humanitarian use.(21:33) Creating a digital workforce for future aid response.(22:41) Building trust by being responsive to community needs.(24:06) Implementing dynamic processes for internal and external communications.(25:00) Celebrating great customer service experiences.(25:46) The positive impact of trust in customer service interactions.Resources Mentioned:André Heller - https://www.linkedin.com/in/andre-heller-perache/International Rescue Committee - https://www.zendesk.com/customer/international-rescue-committee/Zendesk Tech for Good - https://techforgood.zendesk.com/hc/en-usSign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience

June 5, 202423 min

Early insights from our AI implementation journey with Zendesk's Steven Warfield

On this episode, we’re joined by Steven Warfield, Vice President of Customer Service and Technical Support at Zendesk. Steven shares insights into how AI is transforming customer service at Zendesk, emphasizing the importance of human interactions and career growth alongside AI implementation. He also shares valuable feedback from Zendesk customers on their experiences and preparations for an AI-powered future.Key Takeaways:(00:42) Turning the mic on Zendesk and AI impacts.(01:23) Customer feedback on AI preparation.(04:11) Enhancing efficiency and satisfaction with AI.(05:30) Preparing agents for AI-driven changes.(08:28) AI transforms roles into problem-solving.(10:03) Positive agent feedback on AI tools.(12:00) AI as a journey with pilot programs.(14:03) Shifting to subject matter experts.(15:47) Creating transparency for agents.(17:03) Proving AI benefits to unlock time.(18:11) AI focuses on meaningful interactions.(20:39) AI impacts career opportunities and job architecture.(22:17) Embracing change and broadening horizons with AI.Resources Mentioned:Steven Warfield - https://www.linkedin.com/in/steven-warfield-3645794b/Zendesk - https://www.linkedin.com/company/zendesk/Unlock the power of AI for customer experience - https://www.zendesk.com/mc/intelligent-cx/Sign up for a free trial at Zendesk.com.#CX #CustomerService #CustomerExperience

May 22, 202427 min

Building AI-powered experiences for humans with Upwork’s Brent Pliskow

On this episode, we’re joined by Brent Pliskow, General Manager and Vice President of Customer Support at Upwork. Brent shares his expertise in integrating AI with human-driven customer service to elevate both customer and agent experiences.Key Takeaways:(03:21) Upwork’s role as a global work marketplace.(04:17) How Upwork handles payments and disputes to ensure smooth transactions.(06:52) The introduction and impact of AI on Upwork’s customer support.(08:00) Brent’s insights on the transformative power of ChatGPT at Upwork.(09:00) The significant improvement in self-service rates due to AI integration.(10:19) Enhancing first contact resolution with technology.(11:28) The shift in the nature of customer support queries received by agents.(18:21) Brent’s perspective on the future of technology at Upwork and beyond.(23:50) The memorable customer service experience that impacted Brent personally.Resources Mentioned:Brent Pliskow - https://www.linkedin.com/in/bpliskow/Upwork - https://www.linkedin.com/company/upwork/Unlocking the Power of AI for CX webinar - https://www.zendesk.com/mc/ai-for-cx-webinar/Sign up for a free trial at Zendesk.com.#CX #CustomerService #CustomerExperience

May 8, 202421 min

Lessons from an AI success story with XP Inc.’s Guilherme Kolberg

On this episode, we’re joined by Guilherme Kolberg, Head of CX and Customer Service at XP Inc. Guilherme shares his insights on leveraging artificial intelligence to enhance customer service and streamline operations within a financial services context.Key Takeaways: (00:34) Early AI successes and initial steps at XP Inc.(04:16) The evolution and impact of technology at XP, reflected in annual conferences.(05:37) Challenges and strategies in implementing AI within large organizations.(06:42) How XP manages AI adoption through a hybrid centralized and decentralized approach.(10:00) Observing agent adaptation and the widespread unofficial use of AI.(10:48) The importance of AI in improving customer satisfaction and operational efficiency.(14:00) Balancing automation with human interaction in customer service.(18:19) Utilizing AI to analyze and direct customer inquiries effectively.(20:39) Achievements in customer deflection rates and satisfaction through AI.Resources Mentioned: Guilherme Kolberg -https://www.linkedin.com/in/guilhermekolberg/XP Inc. -https://www.linkedin.com/company/xpinc/Register for our upcoming webinar, Unlocking the Power of AI for CX <http://event.zendesk.com/ai-for-cx-webinar/aipcx0508>, which is coming up on June 4, 2024.Webinar Guide -https://www.zendesk.com/mc/intelligent-cx/Sign up for a free trial at Zendesk.comFollow Zendesk on LinkedIn -http://zendesk.com/li#CX #CustomerService #CustomerExperience

April 25, 202427 min

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.Resources Mentioned:Robert Richman -https://www.linkedin.com/in/robertrichman/Relate 2024 -https://virtualevents.zendesk.com/series/relate-24-video-hub/landing_page?utm_source=podcastWatch Zendesk Relate 2024 on demand -https://virtualevents.zendesk.com/series/relate-24-video-hub/landing_page?utm_source=podcastZappos | LinkedIn -https://www.linkedin.com/company/zappos.com/Zappos | Website -https://www.zappos.com/Balto AI -https://www.balto.ai/Robert Richman Culture Blueprint Audiobook -https://robertrichman.com/culture-blueprint-download-audiobook/Sign up for a free trial at Zendesk.comFollow Zendesk on LinkedIn -http://zendesk.com/li#CX #CustomerService #CustomerExperience

April 10, 202428 min

AI and the next CX revolution with Zendesk’s Adrian McDermott and Teresa Haun

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 industry and its impact on business strategies.(16:10) Predictions for AI’s role in customer interactions by 2030.(22:10) Balancing automation with the human touch in CX.(24:20) Strategies for businesses implementing AI without being overwhelmed.(27:19) Innovative uses of AI in creating customer service solutions.Resources Mentioned:Adrian McDermott - https://www.linkedin.com/in/adrianmcdermott/Teresa Haun - https://www.linkedin.com/in/teresahaun/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

March 27, 202421 min

Humanizing support at scale with Talkspace’s Donna Haddigan

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 empathy into every customer interaction.(14:01) Effective change management within the support team.(16:41) Adapting communication channels to meet diverse user needs.(17:46) Looking forward to expanding team roles and opportunities.(18:43) Balancing AI technology with the need for human support.(19:21) The potential of AI to streamline support processes.Resources Mentioned:Donna Haddigan - https://www.linkedin.com/in/donnamakarhaddigan/Talkspace - https://www.linkedin.com/company/talkspace-online-therapy/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