Direct from Relate 2024 with Zappos Insights Co-creator Robert Richman

Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience - A podcast by Zendesk: Customer Service Software & Sales CRM

Categories:

Business Technology

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.