Name: Dialing into Digital Customer Care: A CX Moment with The New York Times
Start: 2023-09-12T13:52:00Z
End: 2023-09-12T13:52:29.000Z
Location: BrightTALK
Rating: 5

You’ll find videos with direct insights from industry leaders on delivering more powerful customer (CX) and employee experiences (EX). Explore actionable strategies on how to drive growth for your business while reducing costs with real-life examples.
 
Zendesk’s complete customer service solution is on a mission to make it easy for companies and customers to create connections. We show companies how to unlock the power of everyday customer interactions so they can make those experiences extraordinary. 
 
#1 in Digital Customer Service use case by Gartner.
 
Learn more: https://www.zendesk.com/

Customer service organizations face growing pressure to deliver faster resolutions while managing costs and maintaining quality. Traditional agent training methods struggle to meet evolving customer expectations and complex service scenarios.

This webinar shares five expert strategies to implement or optimize AI Copilot for transforming agent performance. Zendesk product marketing experts provide practical approaches to leverage AI for faster onboarding, boosting efficiency, and delivering contextually relevant support tailored to customer needs.

· Frameworks for aligning Copilot with business objectives
· Techniques to streamline training and enhance productivity
· Examples of teams automating workflows and scaling operations

Watch to gain actionable insights for improving agent operations and delivering superior customer experiences.

Maximizing AI Copilot performance to transform your agent operations

Customer experience leaders face pressure to prove CX investments deliver measurable outcomes beyond satisfaction scores. Rising expectations, operational constraints, and agent burnout challenge scaling methods, while boards demand evidence that CX protects revenue, reduces costs, and drives growth.

This webinar shares findings from Forrester's Total Economic Impact study of Zendesk, showing how organizations achieved results in cost reduction, agent retention, and revenue protection. Emily Freeland from Zendesk and Benjamin Brown from Forrester Consulting discuss measuring CX transformation, including risk adjustments and sensitivity analysis.

· How seven organizations reduced contact rates by 25% and handle time by three minutes with self-service and AI automation
· Agent experience's link to business outcomes, including a 50% attrition reduction saving $3.2M in hiring costs

Forrester's study showed 301% ROI, $23M NPV, and six-month payback. Learn to prove CX value.

Measuring the real ROI of customer experience transformation with Forrester TEI

Abstract: AI is transforming customer service, enabling companies to automate routine requests while preserving the human touch. Vimeoʼs  journey with Zendesk AI Agents shows whatʼs possible: a high bot handle rate, stronger agent productivity, and happier customers.

In this session, youʼll learn how Vimeo adopted AI Agents to scale support, achieved early wins in self-service and deflection, and what it really takes to integrate AI effectively. Youʼll also see a live demo of Zendesk AI Agents in action.

Proven Results with Zendesk AI:

- 82% of teams report higher productivity
- 76% save valuable time
- 65% see stronger agent performance

Customer spotlight: Vimeo automates 35% more conversations with AI Agents

Adopting AI is no longer optional—itʼs the path to scaling customer support and unlocking measurable impact. The Zendesk AI Masterclass gives CX leaders the tools and confidence to move beyond theory into real execution.

This free on-demand event delivers expert guidance, step-by-step workshops, and customer-led examples designed to help you adopt AI, scale automation with AI Agents, and drive results across your support team.

What youʼll gain:
- Practical workshops on building an AI adoption plan and scaling with AI Agents
- Customer-led case studies showing how teams successfully put AI into action
- Actionable frameworks to create a clear roadmap for your AI journey

AI Masterclass digital workshop

Join leaders from Dutch Bros and Zendesk in this on-demand session to explore how the coffee chain transformed its HR support using Zendesk for Employee Service. Learn how they centralized operations via a new HR Operations Center, introduced a self-service knowledge base, standardized workflows with SLAs and SOPs, and automated critical compliance and reporting. The result? A 212% increase in team productivity, drastically lower admin time per hire and job changes, and average ticket resolution down to 1.3 minutes—all without adding staff. You'll also see how AI and cross-departmental expansion (e.g., IT) are next on the roadmap. This session is a must-watch for HR leaders looking to scale with both strategy and empathy.

How Dutch Bros transformed employee service with Zendesk

Join Karolina Michalska, People Services Lead at Avon, as she shares how the company modernized its internal HR support without losing its human DNA. With Zendesk at the center, Avon replaced fragmented systems with a unified, omnichannel platform that now serves 5,000+ employees across 32 markets and five languages. The result: 98.4% employee satisfaction and average resolution times of just over four hours.

If your HR team is evaluating solutions to improve processes and employee experience, this on-demand session is a must-watch.

Avon employee services: Transformed and trusted by 98.4% employee satisfaction

84% of IT leaders believe their organization needs to do more to prepare for the future of CX, according to Zendesk Insights. Additionally, nearly 60% of IT leaders are concerned about how quickly the AI landscape is changing and question their ability to keep up. 

This webinar is all about how your organization can address these challenges. Join Vinay Patel, Chief Trust & Security Officer, Zendesk, Josh Bean, Employee Experience Business Lead, Zendesk, Mike Aossey, Sr. Manager, Partner Solutions Architecture, AWS, and Paulette Chafe, Sr. Director, Thought Leadership, Zendesk, as they discuss:
• The role of AI in CX
• How a new generation of customers & employees engage differently with your organization
• The impact of data privacy on personalization efforts
• How AI can safely gain access to data

AI and the Future of CX: Data Privacy, Personalization, and the Age of AI

Burnout is what happens when you try to avoid being human for too long”- Michael Gungor. According to McKinsey, 1 in 4 employees are experiencing symptoms of burnout. The consequences of which lead to poor performance, decreased morale, and less creativity. 

Join us in this webinar featuring Jeannette Leong, VP of Marketing, Zendesk and Dr. Jacinta Jimenez, author of the Burnout Fix, as they discuss all things related to burnout. You will learn about:
• The burnout gap impacting women at a greater rate than men
• The 3 components of burnout, and how to recognize burnout in yourself and your team
• 6 person – job mismatches that lead to burnout (and how to buffer against these mismatches)
• The findings of Google’s Project Aristotle about how high performing teams succeed

Learn how to address burnout at your organization today!

Beating Burnout & Boosting Resilience with Dr. Jacinta Jimenez

In this episode of Conversations with Zendesk, Brian Johnson, VP Support Operations at Fetch joins host Joey Edwards-Lebair, Zendesk, as they discuss topics such as productivity, customer experience and AI. 

Listen in to the conversation to learn about:
• Tips for optimizing your product operations
• AI use cases beyond chatbots, such as with ticket summarization
• How to foster connection amongst your remote workforce

AI Beyond Chatbots: A Deep Dive with Fetch's Support Operations VP

Customer service is the bedrock of solid business operations, and an area where technology  can play an important role. Companies have used clunky, automated systems for years, it has frustrated consumers who have come to expect immediate, personal responses.

Customer service drives over two-thirds of customer loyalty, outperforming brand and price combined, according to a study by Gartner. Major advances in AI and personalisation promise to improve customer service departments. AI may enable businesses to automate processes, alleviate pressure on agents, gain insights from data and improve interactions. However, AI can also lead to a lack of personal connection and concerns about data privacy, security and job displacement.

Moreover, the expectations around customer experience differ across generations: what wise elders and spirited youths want are not always the same. AI may bring fast-paced, impersonal interactions that are preferred by some but not by others. It can transform a company’s customer services but how it is implemented requires careful thought—and can harm customer satisfaction if not harnessed well. 

The panel discussed:
-How are advances in technology and evolving consumer expectations transforming customer service? What are the impacts of AI and personalisation?
-Will generative AI be transformative for customer service, and if so, how? 
-In what ways are consumers’ expectations changing, and how must conversational commerce and services change to meet the preferences of different generations? 
-How can businesses strike a balance between AI-driven automation and human interaction to enhance the customer experience? How can AI help companies streamline workflows, reduce expenses and thus have the funds to boost  reinvestment? 
-What are the privacy and security concerns associated with AI? How can businesses ensure robust data protections? 
-How can businesses navigate the trade-offs between the benefits and downsides of AI in customer service?

Transforming customer service: the impact of AI

The end-of-year rush can be many a CX team’s greatest challenge of the year. And keeping customers and agents happy during that time? No easy feat. Lovevery’s VP of Customer Experience, Emily Sarver, will share how the Boise-based retailer makes the cyber season productive and profitable while keeping the agent experience top-of-mind.

Conversations with Zendesk feat. Lovevery

Now more than ever, subscriptions are a significant part of our daily lives as end users; you likely pay for recurring subscriptions from brands you love, as well. So as a customer yourself, you know that customer experience (CX) and satisfaction are indispensable to justify your continual investments in those brands.

This situation is no different than your own customers, for which building brand loyalty is essential to your continued success and recurring revenue generation. 

In this session, Roisin Hunt, Zendesk Senior Manager of Events, joins Ty Bailey, Vice President of Services at Recharge Payments—a B2B recurring subscription business focused on assisting merchants build up their companies and increase customer loyalty. 

With over 15,000 merchants and 200 million customers, watch this session as Bailey shares his extensive knowledge from working at Recharge about enhancing customer loyalty, streamlining the customer journey, and succeeding with a recurring services business model.

A CX Moment with Recharge: The Key to Advancing Customer Loyalty

E-commerce has always been a mainstay for retail organizations, but even more so in the last 3 years as companies attempt to merge the online and in-store customer experience (CX) in a cohesive, consistent way.

However, Zendesk’s annual CX Trends Report, which surveys 1000s of businesses which with they work, indicates that only 20% of these companies have the tools necessary to create this in-sync CX.

Our panel of experts expound upon this notable CX tool gap and discuss how retail companies can leverage artificial intelligence (AI), and specifically generative AI, to assist with this merging of in-store and online experiences. 

Join the presentation to stay on the pulse of the rapidly evolving use cases and innovation of gen AI in retail and CX.

AI in Retail: Transform CX into Your Competitive Advantage

Jeanne Jones, Global Director of Job Seeker Success at Indeed, quarterbacked an effort to bake out a team—separate from the main customer success organization—specifically focused on enabling and supporting job seeker success. 

As part of this mammoth initiative, Jones spoke with each of her new team members to identify what inspires them about their jobs, as well as their biggest challenges, of which 3 emerged:
• The team lacked their own identity & vision.
• A better data strategy was needed, to generate insights & become advocates for job seekers.
• The team required better workflow optimization for daily tasks.

Jones explains in this webinar how she resolved this last item by utilizing Zendesk, as well as her path to navigating the remaining two issues. Building a new foundation for job seeker success and enhancing employee engagement in one movement isn’t easy—tune in to see how Indeed achieved both!

3 Ways Indeed Empowers Employees & Supports Job Seeker Success

Zendesk Senior Manager of Events Roisin Hunt poses the following question to kick-off this “A CX Moment” episode—to which we assume many of you can relate: “What’s the most important part of buying your favorite cup of coffee or tea—is it speed, friendly staff, or both?”

While this query is certainly related to the process of picking up your favorite latte, at second blush, it’s just as applicable to customer experience (CX) and customer success organizations, who find challenging the balance between speedy resolution of requests and building long-term (read: revenue-driving) customer relationships. 

We invite you to watch Hunt’s conversation with two senior customer experience managers at Dutch Bros Coffee, Angi Veek and Sonia Martin, who illuminate how they achieve this balance, establish unified CX from their field stores to HQ, and envision integrating AI into their daily workflows.

Dutch Bros Coffee Balances Speedy Service & Meaningful CX

In this latest installation of our “A CX Moment” series, Roisin Hunt, Zendesk Senior Manager of Events, invites you to join her for a candid conversation with Whitney Conner—Mizuno Director of Customer Support—about the world of customer support and distills practical customer experience (CX) knowledge you can take back to your teams. 

Today’s CX Moment features Mizuno, a sports equipment company with iconic merchandise for running, golf, baseball, and many other areas. 

Tune into the conversation as Whitney Conner shares, through her 20 years of CX experience, how Mizuno builds brand loyalty with their customers through excellent support.

A CX Moment with Mizuno: Building Brand & Customer Loyalty

From same-day delivery and intuitive shipping software to a network of providers, Auctane’s focus is on providing quick, seamless, and accessible shipping products to their 2 million B2B and B2C customers. You may even use their brands yourself—including ShipStation, Stamps.com, and GlobalPost. 

Now, Auctane’s customers range in size from small Etsy storefronts to large global enterprises, and as such, Auctane is often asked how they surmount the challenge of meeting the needs of these diverse company sizes and personas.

Chris Karp, Chief Customer Officer at Auctane, details his insight on this topic in the following webinar and shares his vision of how to achieve a unified customer experience (CX), regardless of product or user.

How to Achieve a Unified CX across a Diverse Product Suite

Jeff Shah, VP of Home Delivery and Customer Care at the New York Times, divulges that the legacy NY Times brand recently underwent a massive transformation to enhance their digital brand and presence. 

But part and parcel with this transition were several questions, not least of which was, “How has this change affected the NY Times’ customer care strategy?” and “What does the Times’ customer care model look like (i.e. insourcing vs. outsourcing), and how might it change to reflect new initiatives?”

Sarah Reed, Sr. Director of Global Strategic Events at Zendesk, asks Shah these very questions in the following webinar. 

Watch now to translate Shah’s customer care insights into actionable takeaways for your organization, weigh the pros and cons of insourcing vs. outsourcing, and determine when the former can be more cost-effective than you think.

Dialing into Digital Customer Care: A CX Moment with The New York Times

Human Resources

Outsourcing

Human Capital Management

Talent Acquisition

Talent Management

Customer Experience

Customer Journey

Customer Care

Customer Service

Customer Success

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Dialing into Digital Customer Care: A CX Moment with The New York Times

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