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
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26:06
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
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28:08
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
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26:37
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
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23:03
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
O Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience
Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business.On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you.We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code.Like and subscribe to receive new episodes every other week. Visit www.zendesk.com/blog for updates, bonus content, and more.
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