About Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience
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.
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Mastering the art of discovery commerce with TikTok Shop
JP Stoops, Head of TikTok Shop's App Store, discusses how community, creator content, and AI revolutionize the path to purchase through discovery commerce in an interview with Zendesk Insights.
3 Sept 2024TRANSCRIPT
Harnessing AI-powered efficiency for deeper customer connection with Lush’s Naomi Rankin
On this episode, we’re joined by Naomi Rankin (https://www.linkedin.com/in/naomi-rankin-34570035/?originalSubdomain=uk), Global Customer Care Manager at Lush (https://www.linkedin.com/company/lush-digital/). 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:
Lush (https://www.lush.com/)
Zendesk AI Summit (https://event.zendesk.com/aisummitapply/facebook?utm_source=facebook&utm_medium=organic_social&utm_campaign=OS_FB_AM_US_EN_A_Chat_BrandAwareness_FBF-70924-Sitevisit-ALL-ICP-AIPoweredCX-AI-NoEX_T1_A_H&utm_term=ZendeskAISummitInPerson&utm_content=StaticImage)
Sign up for a free trial at Zendesk.com (https://zendesk.com)
#CX #CustomerService #CustomerExperience
7 Aug 2024TRANSCRIPT
Modernizing the world’s largest service delivery business with Indigov’s Alexander Kouts
On this episode, we’re joined by Alexander Kouts (https://www.linkedin.com/in/akouts/), CEO of Indigov (https://www.linkedin.com/company/indigovern/). 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/) - https://www.linkedin.com/in/akouts/
Zendesk AI Summit (https://event.zendeskai-summit.com/) - https://event.zendeskai-summit.com/
Indigov (https://indigov.com/) - https://indigov.com/
Sign up for a free trial at Zendesk.com (https://zendesk.com).
#CX #CustomerService #CustomerExperience #AI
Inside a recent episode
Mastering the art of discovery commerce with TikTok Shop
Published 16 May 2025 · Transcript excerpt
[…] On TikTok, each person's for you feed is a bit different and personalized to the content you enjoy. So we rely on an interest graph instead of a social graph to deliver that personalized experience based on individual preferences. So by introducing shopping into this experience, users are discovering products they may have not have otherwise known existed. And while TikTok has search capability, many users come across products they wouldn't otherwise find which creates a unique opportunity for brands to reach new audiences and connect with existing customers. So basically, I'm somebody that really likes hiking and camping. […]
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