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

Presented by

Sarah Reed, Sr. Director of Global Strategic Events at Zendesk; Jeff Shah, VP of Customer Care at the New York Times

About this talk

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.

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