Name: Building a Customer-first Business: Blueprint for CX Success
Start: 2022-11-29T00:00:00Z
End: 2022-11-29T00:11:37.000Z
Location: BrightTALK
Rating: 0

Zendesk is a customer service software company with support and sales products designed to improve customer relationships. We believe that every great customer relationship stems from a conversation, so we built a customer service software company that designs solutions to help foster better customer relationships. Powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. We will be sharing regional webinars and stories from Asia. To learn more about us, visit www.zendesk.com. 

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

A lot of things have shifted online over the last few years—and so the need for seamless digital employee experiences has never been greater. Learn how Zendesk is making it easier for businesses to meet digital workforce needs with modern employee engagement solutions.

Introduction to Zendesk for employee experience

Zendesk builds simple solutions for complex problems. But like most things, it’s only simple when you know how to use it. Whether you’re looking to get up and running quickly or completely customize your service solution, this one’s for you.

Introduction to Zendesk for Service

When someone interacts with your brand, it’s your opportunity to build trust, deliver value, and drive growth. But when you’re working at scale—and in an increasingly digital world—it gets harder to make every interaction count. That’s why automation strategies are vital in delivering personalized, ondemand service that keeps customers coming back. Michael Setticasi, VP Partnerships at Ada, uses the analysis of over a billion automated brand interactions to reveal his top three trends, and what we can learn from them. You’ll also meet Tile, who are combining Ada and Zendesk to supercharge their automation strategy.

The brand interaction gap

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 Australia and New Zealand

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

Benchmark your customer experience, and get actionable steps to supercharge it in 2021 and beyond.

Join industry experts as they reveal the findings of APAC research by ESG Global, guide you through the stages of CX maturity, and how you can unlock the door to CX success at each step. 

We’ll walk you through our interactive assessment to uncover your level of CX maturity, then reveal how and why you should take your next steps. The path to CX success is just around the corner, we’ll help get you there.

AGENDA AT A GLANCE
● Driving Innovation in a World of Disruption; Christian Majgaard, LEGO
● CX Maturity Assessment tool, live benchmark 
● APAC research findings and live Q&A; ESG industry analysts
● Breakout tracks for CX Starter, Riser and Champions
● Deep dive into messaging, machine learning, AI and more

CX Discoveries: Decoding customer service

The constantly evolving landscape in 2021 has made one thing clear - to compete and thrive, companies need to be nimble and responsive to customers' changing expectations.

In a nutshell: CX leaders need to be agile. Putting it into action however requires concrete steps to be taken - but how? And where to begin?

Agility in Action

Customers increasingly care more about great customer experiences than competitive pricing and quality products. Customers now engage more with companies over social messaging channels, while many companies believe that messaging will be the key differentiator for customer experience strategies in the future. 

Join our webinar to discover about the future trends of CX in ASEAN with Facebook and IDC speakers, and you will learn how to supercharge your messaging experience to improve your customer engagement in the new conversational world.

CX in a more Conversational World

Convenience and simplicity are more important than ever, especially now when we’re always stuck at home and use our mobile phones to do almost everything. 
- 64% of consumers used a new support channel in 2020 with messaging and bots leading the way
- 110% growth in social messaging alone
- 219% increase in global ticket volume for WhatsApp since the start of pandemic

It’s no surprise that messaging has quickly become your customers’ preferred channel of communication and changed the way they interact with your business. In this webinar, we’ll be sharing:
- Why messaging is the people’s channel of choice
- How businesses seamlessly adopt Zendesk messaging with other social messaging channels like Facebook Messenger, WhatsApp and Instagram
- How to get started with messaging today

Enrich your CX with social messaging

The pandemic has taught us that the emphasis on agility is more important now than ever before and the CX industry has seen its fair share of disruptions. Businesses now need to adapt quickly, and with flexibility, to keep in sync with their consumers and operations.

Join our experts as they engage through live chat, immersive polls, and eye-opening live behind-the-scenes Q&A opportunities - discussing how agility is the top CX priority.

Join us as we explore how to:
- Make agility easy to understand
- Respond to changing customer preferences
- Design your team to stay productive through change
- Use modern tools to deliver superior customer expectations

Agility is the Top CX Priority

The constantly evolving landscape in 2021 has made one thing clear - to compete and thrive, companies need to be nimble and responsive to customers' changing expectations.  In a nutshell: CX leaders need to be agile. Putting it into action however requires concrete steps to be taken - but how? And where to begin?

Customers increasingly care more about great customer experiences than competitive pricing and quality products. Customers now engage more with companies over social messaging channels, while many companies believe that messaging will be the key differentiator for customer experience strategies in the future. 
- Understand from IDC about the "Future of customer experience–Delivering enhanced customer experience by becoming an empathetic enterprise"
- Learn how Facebook / Instagram & Zendesk technologies are able to lift up your customer relationship and CX strategy which delivers business profit to the next level 
- Watch a use case demonstration of the conversational experience

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

Customer Advocacy

Customer Care

Customer Community

Customer Data

Customer Engagement

Customer Experience

Digital Experience

Messaging

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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

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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.

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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

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Building a Customer-first Business: Blueprint for CX Success

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