Name: We're All DTC Now: CX Lessons You Can Learn From DTC Brands During COVID-19
Start: 2020-03-26T17:00:00Z
End: 2020-03-26T17:40:56.000Z
Location: BrightTALK
Rating: 5

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences - not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit.

It’s pandemic times like these that test your readiness to respond. And not only respond to your customers, but also to your teams, your board or your investors.

Learn how you can best prepare now and leverage these learnings to continue to be operational even after disasters strike. These tools will help to shrink recovery time and reduce business losses.

Ian and Gabe will address questions like how to:

- Cut through the “noise” and make informed and effective decisions
- Set up a management process for an ever evolving situation
- Protect core services and what is needed to manage the supply chain
- Understand the importance of using alternate staffing arrangements like remote working, continued skill building and productivity in order to protect the health and well being of staff

Managing a Customer Service Team in a Global Pandemic

Kustomer, the customer service CRM platform helps contact centers and businesses reimagine service and support in today’s customer-first world. 

At NRF 2020 Kustomer's VP of Growth, Gabe Larsen, and Enterprise Account Executive, Matthew Freedman, discuss why Kustomer is the premiere next generation customer service platform.

How Happy Are You With Your Customer Service?

The modern day customer has changed drastically over the past decade. They demand seamless and instantaneous communication across any channel, at any time. In fact, according to a recent Kustomer survey, 77% of customers expect their problem to be solved immediately upon contacting customer service. 

Just as it has become easier for customers to get in touch with companies across an array of channels, it is also becoming more difficult for companies to understand and speak directly to the specific needs of their customers, at scale. Join Jillian Zatta, Head Of Business Development & Customer Success at Reply.ai and Taylor Lowe, Product Manager at Kustomer Product team along with Chad Horenfeldt, Director of Customer Success as we explore how artificial intelligence (AI) can help companies meet customer demands and deliver superior service, without overwhelming agents. After viewing this webinar you will:

- Learn how AI can be used to scale customer service
- Identify the right channel-specific strategies for automation
- Understand the requirements for a successful AI-powered use case
- Learn about the metrics most affected by automation
- Gain clarity on how to develop AI program that supports your agents and delights your customers

Scaling Customer Service With the Help of AI

Sixty-six percent  of younger consumers believe that the customer is always right. This generation expects more from the brands they choose to engage with, wanting seamless, personalized service on every platform, instantaneously. 

Join Kustomer VP of Growth, Gabe Larsen, to discuss highlights from our newly released buyer’s guide, and understand how technology can enable you to deliver on customers’ growing expectations.

In this webinar you will learn: 

-What makes a modern day customer service solution 
-What to look for in a customer-centric CS platform 
-How to measure the success of your solution
-Why it is important to choose the right technology

How The Right Technology Can Level Up Your Customer Service

It’s predicted that the use of AI in customer service will increase by 143% by late 2020. This means that AI is something that can’t be ignored, both on the business and consumer side.

Taylor Lowe from Kustomer and Gary McGrath from Paddle dive into how AI and automation are changing customer service and what the future of customer service looks like. After watching this webinar, you will learn:

- The rise and fear of artificial intelligence in the customer service space.
- How AI and automation are currently being used for customer service.
- How AI can support building relationships with your customers.
- How AI is shaping the future of not only customer service but the role of the customer service agent of the future.

How AI and Automation Are Changing Customer Service as We Know It

Not everyone looks forward to calling a contact center. Most people don’t pick up the phone and smile from ear to ear in anticipation for those ‘press 1 for…’ and ‘average wait time is two minutes’ automated messages. Contact centers are complex and often an afterthought for many companies. This is especially apparent for companies that grow quickly and are in the most need of an efficient way to answer customer questions. 

We sat down with Aarde Cosseboom to discuss his latest book, Enable Better Service. Get some tips and tricks from Aarde on how you might turn your contact center into a well-oiled machine that can help you save on the bottom line.  From the book, you will find technology strategies, insights on how to select and engage with partners, learn how to recruit and maintain a high level of talent on your team, and more.

Enabling Better Customer Service

The good, bad, and ugly of online support. Kustomer's partner, Simplr, hired a 3rd party research firm to dig into how the top e-commerce stores are handling support. Tune in to hear who takes the cake and what consumers are expecting from the top retail brands.

How the Top E-Commerce Stores are Handling Support

Consumer expectations have shifted when it comes to doing business with beauty brands. What used to be transactional is now personal and conversational. Consumers expect to have a say in the experiences they have with a brand, and the product they receive. But how do you achieve this?

Join Erin Garrity, Director of Customer Service at Prose, and Gabe Larsen, VP of Growth at Kustomer, as they discuss how high-value customer conversations can build lifelong relationships. After watching this webinar you will learn: 

-How customer expectations have shifted
-How customer service can help build brand loyalty 
-How prose incorporates customer feedback into their product in real time
-Why personalized service is a key differentiator for Prose

How Prose Delivers High Value Customer Experiences for Modern Beauty Consumers

Seventy eight percent of consumers would be less likely to shop with a retailer again if they experienced bad customer service. This means that the way retailers interact with consumers in their greatest times of need could be the difference between a lifelong customer and one lost to the competition. 

Kustomer’s newly released Customer Service Retail Report dives into survey data to expose what consumers expect when it comes to retail customer service, and how customer service impacts business success. Interested in learning what retail customers want from your brand? Join Kustomer Content Marketing Manager, Andrea Paul, to discuss highlights from the report. In this webinar you will learn: 

- Why retailers can’t afford to skimp on service
- The importance of providing real-time support
- Why personalization is imperative
- How omnichannel support can be a competitive advantage
- The business impact of customer service

The Customer Service Retail Report: What Consumers Expect from Retailers

The Cyber 5 period—Thanksgiving through Cyber Monday—brings in record shoppers and sales for many retailers. But it can also bring a big lump of coal: increased customer inquiries, shipment delays and website issues. 

Join Andrea Paul, Content Marketing Manager at Kustomer, as we explore key retail insights from the 2019 Peak Season, and explore how retailers should prepare for upcoming seasonal rushes. During this webinar you will learn: 

-How shoppers behaved during the 2019 peak season
-Issues that retailers ran into during the Cyber 5 period
-Why a scalable customer service strategy leads to a profitable holiday season
-How brands can prepare for seasonal spikes in customer service inquiries

Lessons from 2019 Peak Season: How Retailers Handled the Seasonal Rush

Do consumers anticipate a personalized customer service experience? We asked New Yorkers to weigh in with their expectations.

Personalized Customer Experiences

We asked New Yorkers to describe their best and worst customer service interactions. Here’s what they shared with us.

Best and Worst Customer Service Experiences

We went out on the streets of New York City to ask the everyday consumer what they expect from a brand’s customer service during the holiday season. Take a look at their response.

Customer Expectations During Holiday Season

Join our November Book Club discussion of "Marketing to the Entitled Customer: How to Turn Unreasonable Expectations into Lasting Relationships" by Dave Frankland and Nick Worth. 

Marketers face a paradox. Consumers expect your brand to know everything about them — who they are, what they want — and they expect you to deliver instantaneously. But ad saturation and inbox clutter make them resent everything markets do. In this environment, traditional approaches just won’t cut it. Marketing to the modern day consumer demands a new strategy: consumer-first marketing. This book, featuring a foreword by NFL Hall of Famer Steve Young, is the first to lay out how to do it.

Marketing to the Entitled Consumer

Companies spend billions each year on optimizing digital customer experiences, however, for most customers the defining experience is their human interaction (and increasingly only) with a customer service agent. But, if agents don’t have a great experience themselves, how can they be expected to provide one for their customers?

Being a customer service agent has never been harder. Customers’ expectations are higher than ever. And companies expect their agents to improve engagement to meet these expectations, while taking less time. Yet, maximizing speed and attentiveness naturally conflict. Careful, thoughtful service can consume an agent’s time, but their KPIs are typically focused on time-sensitive metrics.

Achieving a modern customer service experience must begin with companies enabling their service teams to deliver attentive and insightful service that ensures the agent experience aligns to the customer experience and both are equally positive.

This webinar will break down how customer service has evolved to facilitate the increasing needs of the ever-informed consumer by empowering service teams with better processes and technology to focus on delivering the type of support that builds trust, loyalty, and ultimately economic value.

How to Differentiate Your Customer Service by Improving Your Agent Experience

Bulletproof, a high-growth nutritional and wellness brand, has reimagined how it delivers customer service by adopting Kustomer and Amazon Connect for its customer care team. 

Hear how Bulletproof is leveraging the seamless integration between these two solutions to streamline transactional support conversations, freeing up more time for high-value engagements with its passionate customers without adding advocates to its customer care team.

How Kustomer and Amazon Connect Help Bulletproof Deliver High-Touch Care

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences - not resolve tickets. A customer-centric solution, Kustomer helps brands increase satisfaction and loyalty by empowering agents to engage customers in personalized, efficient, and effortless conversations. 

Today, Kustomer is the core platform of some of the leading customer service brands like Glossier, Ring, ThirdLove, Rent the Runway, Sweetgreen, Glovo, Away, UNTUCKit. 

Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised $173.5M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

Who is Kustomer and Why is Customer Service Being Re-imagined?

With most businesses across the country closing their storefronts and moving to online and delivery only, the traditional ways companies have interacted with consumers are changing. Simply put, now we are all direct-to-consumer (DTC). 

Join the discussion on how DTC businesses create meaningful experiences that truly connect with their customers, and learn what strategies you can steal to stay customer-centric during this time. After viewing this webinar you will understand:

- How DTC brands have flipped the script on customer experience
- How COVID-19 is changing what customers expect when it comes to customer service
- How brands are responding to this new reality
- Three key DTC strategies you can put into action today

We're All DTC Now: CX Lessons You Can Learn From DTC Brands During COVID-19

direct to consumer

Customer Experience

Customer Service

Covid-19

Coronavirus

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

In today’s economic climate, successful small businesses need to overcome an array of challenges. Client dependence, legal issues, small business financing… as an entrepreneur, where can you find the information you need to help inform your decisions? In the small business management community, discover how you can create a successful small business from the business plan up!

Small Business

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

We're All DTC Now: CX Lessons You Can Learn From DTC Brands During COVID-19

Presented by

About this talk

More from this channel