Name: The Ugly Truth about Customers
Start: 2021-12-14T04:00:00Z
End: 2021-12-14T04:00:19.000Z
Location: BrightTALK
Rating: 5

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers, generating real impact for their business, and their teams. Powerful, innovative customer experiences can be within reach with the right tools and partnership. To learn more about us, visit www.zendesk.com. 

Join us as we explore the evolving priorities of IT leaders and the emerging challenges they face in Security, AI, and Customer Experience. Our experts from Zendesk and our guest speaker from AWS will discuss these dynamic challenges and the strategies to navigate them. In this webinar, you will:

- Gain insights into the drivers behind the growing importance of customer and employee experience, and learn about the initiatives IT teams are implementing to support these
- Understand how IT leaders are delicately balancing the enhancement of CX while maintaining robust cybersecurity and data privacy amidst growing regulatory constraints
- Discover how IT leaders are preparing their teams for rapid advancements in AI and machine learning, and how AI is helping IT departments scale in resource-constrained environments.

How IT leaders are navigating new challenges in Security, AI and CX

Learn more about AI and the different use cases where you can employ Zendesk AI to lend your agents an extra hand.

AI in business - Transforming customer experience today

Unleash the power of Omnichannel, Automation, and AI to deliver a seamless experience for your customers and employees at every touchpoint

Delighting Customers at Scale in Travel and Hospitality

Zendesk Showcase, our Asia flagship customer experience event, was hosted in Singapore on 26 July 2023. Access the event recording and hear from our Chief Technology Officer, Adrian Mcdermott, as he talks about Zendesk's vision for AI and how it impacts the future of CX.

Showcase Singapore - AI and the future of CX

Are you able to meet your customers where they are? Do your in-store associates and online agents have the information they need to deliver personalised shopping experiences that represent your brand? 

Hear from Aesop and Zendesk on how retailers can deliver fluid experiences across digital channels and physical stores.

How retailers can deliver fluid CX across channels

In this CX Moment, we are joined by Su Lin Tan, VP, Operations and Chief of Staff of Carousell, a Singapore-based startup that was founded by three friends in 2012. She will share the story of how the company has effectively tapped on the power of its community to grow into one of the largest peer-to-peer marketplaces in Southeast Asia.

Zendesk CX Moment with Carousell

Join Shopify leaders Jennifer Routledge and Courtney Chartrand as they discuss BPO partnerships, customer retention, proactive support, and cost reduction with Zendesk's Sarah Reed. This special CX Moment was part of Zendesk's Let's Talk Change event, with CX leaders.

Zendesk CX Moment with Shopify

The New York Times has been known to achieve 70 million unique monthly visitors. With that kind of volume, customer support is at the forefront of the company's success. Join us as we hear from Jeff Shah, VP of Customer Care, on how to manage global customer support teams at scale.

Zendesk CX Moment with The New York Times

As the #1 job site in the world, Indeed strives to put job seekers first. Jeanne Jones, Global Director of Job Seeker Success, shares how her team is making the jobseeker experience more efficient, seamless, and personal through data analytics and positioning agents as customer advocates.

Zendesk CX Moment with Indeed

In this CX Moment featuring Mizuno you’ll hear insights from Mizuno’s Whitney Conner, Director of Customer Support, on:

- The importance of weaving a company’s philosophy into the customer experience
- How to work seamlessly with different departments, from sales and marketing to accounting and IT
- Translating a commitment to sustainability into a positive experience for customers

Zendesk CX Moment with Mizuno

The future is here! Artificial Intelligence is rapidly changing the landscape of CX, and Zendesk is here to help you effectively use it to improve your customers’ experiences. In this session, Zendesk product managers will discuss how Zendesk AI can boost your ROI, improve efficiency across the customer journey, and help you deliver exceptional service to the most important people, your customers.

As a deeper dive into our announcements at Zendesk Relate, we’ll take a look at the new Zendesk AI capabilities. Learn from our experts on how to leverage Advanced bots, Intelligent Triage, agent productivity tools, and macro suggestions for Admins!

Deep dive on Zendesk AI for CX

Zendesk's virtual product reveal to learn about our new generative AI capabilities—and how they’re impacting CX, EX, and data security.

The Next Big Zendesk AI Drop

Customer service metrics are the vital signs of an organization but where do they fit in your business? And are you tracking them?

During this webinar, we'll discuss the importance of monitoring your customer metrics to deliver excellent customer experience and loyalty, and how that translates to actual returns.
We will be covering:
- The customer metrics you need to keep a pulse on 
- How leaders across APAC have used CX Metrics to grow their business
- How to use Zendesk Explore to measure and improve your customer experience
- Healthy customer metrics = healthy ROI, how 3D development platform, Unity, used customer insights to keep costs low and maximise ROI

CX Metrics that Matter

Tough economic times amp up the already insurmountable challenge of cost and resource reduction. Your approach to customer service should not add to the challenge, but should create a bigger impact for your customers and team, and with less effort.

In this session, our customers share how they have innovated through challenges, reduce spending growth and go beyond delivering on their CX ROI, while our experts on CX strategy and Customer Success share the key things businesses need to consider when building a powerful and sustainable CX approach.

How to Deliver on your CX ROI

Customer relationship management (CRM) technology has made some rapid and creative strides over the last few years—some predicted, some pandemic-related.  

In this vein, what do the next five years—and even ten years—hold for CRM tools, technologies, and platforms? And what key trends are emerging or sustaining year-over-year?

Adrian McDermott, Chief Technology Officer at Zendesk, dusts off his crystal ball to give us his five big predictions for the customer experience future in this video. 

Tune in to view the future impact of conversational CRM, AI, and more.

Five big bets for the future of CX

Embarking on a business transformation to sustain your customer-first company is no easy feat. For example, one method of enacting this transformation is evolving from unauthenticated talk and chat channels to personalized messaging. But where do you get started? 

In this session, Zendesk Advocacy leaders Caitlin Keohane and Zoe Koven share their top tips and strategies for a steady path to CX success.

Building a Customer-first Business: Blueprint for CX Success

Today’s customer support values good relationships over fast transactions. Therefore, businesses must scale great service experiences alongside team growth and increasingly complex support operations. Experience Management for service teams has changed the game. Vasu Prathipati CEO of MaestroQA, discusses how to leverage innovative analytics, quality assurance, and coaching strategy to increase customer experience satisfaction.

How to scale a legendary experience

High-performing companies drive growth with customer service—we’ll show you how. We took data from over 97,000 Zendesk customers across 21 countries to help you become a force for change in your organization. Join us and learn how to improve your bottom line by putting customers at the top.

CX Trends 2022 Asia

It’s important to appeal to customers today, due to the range of options (and competitors) everywhere, especially when there are digital curation services that can also help customers make their selection. But once we have recruited a customer, how we engage with them from that point onwards is up to us … and as their loyalty to your brand increases so will their demands increase.

How do we assure that we are looking after them properly and ensure that we don’t become our own worst enemy by delivering a poor quality to service after we have taken such a long time to recruit them?

Watch our panel discussion led by Simon Piff, Vice President of IDC, together with our CX experts - Malcolm Koh and Steph Owen of Zendesk.

The Ugly Truth about Customers

Customer Advocacy

Customer Care

Customer Engagement

Customer Experience

Customer Service

Customer Success

Customer Support

Digital Experience

Management

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

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

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

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

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.

The Ugly Truth about Customers

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