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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What is Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service?
Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service is a business podcast hosted by Unknown Host, with 32 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.
About the host
Unknown Host hosts Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service, a business show with 32 episodes published.
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Episode #1
Mastering the art of discovery commerce with TikTok Shop
May 16, 202526 minS3
<p>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. </p><p><br></p><p>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.</p><p><br></p><p>Key Takeaways:</p><p>(00:00) The importance of ecommerce brands embracing technology and community to drive growth.</p><p>(02:11) Discovery commerce is transforming how people find and buy products.</p><p>(05:03...
Harnessing AI-powered efficiency for deeper customer connection with Lush’s Naomi Rankin
Sep 3, 202426 minS2
<p>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.</p><p><br></p><p>Key Takeaways:</p><p><br></p><p>(02:10) Leveraging AI to handle 55% of customer interactions, allowing human agents to focus on more complex issues.</p><p>(05:30) Balancing technology with a human-first approach to maintain Lush’s personaliz...
Modernizing the world’s largest service delivery business with Indigov’s Alexander Kouts
Aug 7, 202428 minS2
<p>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.</p><p><br></p><p>Key Takeaways:</p><p><br></p><p>(02:00) Alexander’s background and how he started Indigov.</p><p>(04:36) Challenges faced by government agencies in communicating with the public.</p><p>(07:12) Indigov’s success in reducing response times from 80 days to less than eight hours.</p><p>(08:48) Utilizing Zendesk to streamline communication processes.</p><p>(11:24) The importance of empathy in custom...
Dispatch from the front lines of critical customer service with the International Rescue Committee’s André Heller
Jun 20, 202427 minS2
<p>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.</p><p><br></p><p>We discuss:</p><p><br></p><p>(07:52) How collaboration with Zendesk revolutionized IRC’s Signpost project.</p><p>(09:01) Using a customer service platform for social work at IRC.</p><p>(11:00) The importance of empowerment through information.</p><p>(13:24) Increasing efficiency by integrating social media channels with Zendesk.</p><p>(14:44) The critical role of efficiency in life-saving humanitarian work...
Early insights from our AI implementation journey with Zendesk's Steven Warfield
Jun 5, 202423 minS2
<p>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.</p><p><br></p><p>Key Takeaways:</p><p><br></p><p>(00:42) Turning the mic on Zendesk and AI impacts.</p><p>(01:23) Customer feedback on AI preparation.</p><p>(04:11) Enhancing efficiency and satisfaction with AI.</p><p>(05:30) Preparing agents fo...
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