Name: Dutch Bros Coffee: Balancing the Art and Science of Employee Experience
Start: 2025-04-08T12:58:00Z
End: 2025-04-08T12:58:43.000Z
Location: BrightTALK
Rating: 0

Zendesk is the leader in Customer and Employee Service, helping businesses unlock the power of their customer interactions.

Zendesk delivers smarter experiences across the entire customer journey. Businesses, agents, and consumers all benefit from the power of everyday interactions thanks to our industry leading solutions and expertise.

Only Zendesk delivers the unique blend of best-in-class experiences and the flexibility needed to adapt to evolving technology and customer expectations. It’s a powerful combination that ensures businesses can take advantage of new opportunities and handle constant change.  Zendesk delivers cost efficient scalability and agility, without sacrificing service or innovation.  

See how Avon reimagined HR service at scale.

Join Karolina Michalska (Avon) and Orna Morris (Zendesk) as they reveal how Avon transformed a legacy HR model into a streamlined, AI-driven employee service experience across 32 markets and 5 languages.

Results:

98.4% employee satisfaction

4-hour average resolution time

Seamless global service delivery

Scalable, human-first automation

What you’ll learn:

How Avon overcame tech and cultural barriers

The KPIs that proved real ROI

How Zendesk powered global HR scaling

Practical tips to start small, simplify, and scale impact

Perfect for: HR, IT, and operations teams ready to drive change.

How Avon Achieved 98% HR Satisfaction with AI and Zendesk

In this keynote from Zendesk Relate 2025, CEO Tom Eggemeier and leaders from Zendesk unveil a bold new vision for the future of customer and employee service: The Resolution Revolution.
Discover how Zendesk is pioneering a new era of Agentic AI, purpose-built for resolving real issues—not just responding to them. From AI agents that learn and adapt, to a reimagined service platform that unites automation, orchestration, and quality assurance, this session redefines what’s possible in CX, EX, and IT support.
Learn how brands like Dutch Bros, GitHub, and Catapult Sports are transforming service using Zendesk—and get a first look at the new Zendesk Resolution Platform, Copilot upgrades, and Employee Service Suite.

Topics covered:
- The future of Agentic AI in customer and employee service
- Why resolution—not just deflection—is the new standard
- Zendesk’s new AI-powered platform, builder tools, and QA
- Outcome-based pricing and the shift to results-driven service
- Real customer stories from across the globe

Whether you're in CX, IT, HR, or Ops, this is your guide to driving meaningful, measurable change through AI and automation.

Resolution Revolution: Zendesk’s Vision for AI-Powered Service in 2025

Pour tous ceux qui souhaitent véritablement devenir axé client, il est devenu indispensable de devenir axé collaborateur. Certains appellent ça la Symétrie des Attentions… 
Découvrez comment mettre vos agents au coeur de la démarche !

Inspiration n°4 : Pas d’expérience client sans expérience agent !

Si l’obsolescence en relation client, est directement liée à votre INACTION face à l’évolution des normes et des tendances alors votre meilleure arme pour protéger votre relation client d’un risque d’obsolescence programmée, c’est d’adopter la philosophie du “coût de l’inaction” !

Inspiration n°3 :  “Le coût de l’inaction” : la nouvelle philosophie qui fait trembler la relation client !

La technologie en relation client n’a jamais été aussi puissante qu’aujourd’hui, pourtant, rares sont ceux qui exploitent vraiment tout ce que l’IA à a nous offrir : découvrons les 5 erreurs les plus fréquentes des entreprises qui souhaitent investir dans l’IA.

Inspiration n°2 : Les 5 erreurs les plus fréquentes avec l'utilisation de l’IA en relation client

Inspiration #1 : L’expérience client est devenue une norme, et vos clients ne manqueront pas de vous le faire savoir…dans cette vidéo de 8mn, nous analysons ce qu'est une “expérience client intelligente” et comment transformer sa relation client en une véritable expérience client.

Inspiration n°1 : La tendance la plus surprenante de 2024 en relation client

Descubre en el podcast de redk los beneficios de Zendesk Workforce Engagement Management. Obtén obtener información sobre cómo implementar WEM para optimizar las operaciones de soporte de los agentes, reducir errores humanos, mejorar la eficiencia del servicio y enriquecer la experiencia de los agentes.

Revoluciona la gestión del capital humano en la atención al cliente

Ever felt like APIs are magic? Whether you're aiming to access or leverage data beyond Zendesk's ecosystem, the initial dive into the world of APIs can indeed seem daunting. But fear not – we're about to demystify it all!
 
Join us for an insightful webinar where Cory LaPlante from Zendesk preferred Partner, LaPlante Management, will explain the seemingly complex topic of APIs. In this session, you'll:
 
- Gain an understanding of what APIs are
- Learn why they are invaluable tools
- Witness real-life scenarios of API integration with Zendesk.

This is the perfect opportunity for anyone who's ever been curious about making their Zendesk instance communicate with other applications. Whether you're a technical wizard or new to the world of software, Cory will guide you through the basics and share actionable tips on enhancing your Zendesk experience through API integrations.

PLUS, those who attend the live session and complete a survey will receive a $30 UberEats gift card*. 

*Limit 2 per company.

Demystifying APIs: How to expand Zendesk's capabilities

Avec cette émission, découvrez comment appliquer les points forts du rapport CX Trends 2024 de Zendesk dans votre entreprise et bâtissez une stratégie innovante et pérenne.
Notre rapport 2024 met en exergue les dix tendances indispensables pour les décideurs de la relation client afin d’offrir une CX intelligente optimisée par l’IA.

Lors de cette heure d’émission, découvrez les bonnes pratiques de Grégoire Lafitte de Withings et Hadrien Legoupil de Aircall.

CX trends 2024 : TV Show

En 2024, l’utilisation de l’IA générative atteindra des sommets au sein des départements CX. Pourtant l’humain et le relationnel restent au cœur de la stratégie expérience client. 

Lors de ces 30 minutes d’intervention, découvrez comment :

Maximiser l'interaction client : Trouver le juste équilibre entre les outils automatisés et les connexions humaines pour une satisfaction client accrue.
Choisir des techniques d'avant-garde : Explorer des stratégies innovantes pour intégrer l'IA sans perdre la valeur de l'empathie et de l'interaction humaine.
Mesurer le ROI de ces actions : grâce aux exemples de nos clients où l'intégration de l'IA a conduit à des améliorations mesurables dans la fidélisation et la satisfaction client.

Inscrivez-vous dès maintenant !

Allier l’IA et l’Humain dans la relation client

WORKFORCE ENGAGEMENT MANAGEMENT broadly covers solutions that help organizations effectively manage their support teams with capabilities like time management + forecasting (WFM), Quality Assurance (QA), performance management, coaching, and LMS.

WEM can be summarized into six core capabilities:
● Evaluation & Improvement (QA)
● Time Management (WFM)
● Metrics & Recognition (Perf. Management)
● Assistance & Task Management
● Voice of the Employee (Feedback)
● Recruitment & Onboarding

In this webinar, we will present and show a demo of two AI-powered WEM tools that are part of the Zendesk suite: Tymeshift and Klaus

Tymeshift integrates with Zendesk to simplify the complexity of running best-in-class CX teams. As a result, Work Force Management (WFM) enables CX teams to bolster agent engagement, lower employee turnover, reduce risk, save money, and deliver better customer experiences.

Klaus’s AI helps companies pinpoint and fix gaps in customer service operations and automate QA across 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalation, follow-ups and scores all conversations - even those done by outsourced teams through BPOs. It spots knowledge gaps and coaching opportunities that can be used to improve agent performance. Klaus offers AI-powered insights from conversations happening within Zendesk, including from outsourced support like BPOs, as well as conversations happening within the help center or on social channels.

Workforce Engagement Management: boost CX team productivity and QA with AI

IA prédictive, commerce conversationnel, et hyper-personnalisation grâce aux données définissent le nouveau standard. Stratégies agiles et technologies innovantes deviennent cruciales pour s'adapter en temps réel aux attentes changeantes des consommateurs. Quelles technologies révolutionneront la CX ? Comment accompagner les équipes dans ces évolutions stratégiques ? Julie Ehrmann, Sales and Customer Operations Director chez Brevo partagera son expérience dans l'implémentation de ces initiatives au sein de son organisation. Rejoignez la session et découvrez l'évolution de l'expérience client dans une ère marquée par l'innovation ininterrompue.

Naviguer dans la Nouvelle Vague de l'Expérience Client

Discover how Dutch Bros Coffee scaled its employee service operations and transformed customer experience using Zendesk.

In this session, you’ll hear how the team achieved a 212% increase in productivity, centralized HR knowledge, and automated workflows—turning CX into a value center. With support across HR, IT, and Finance, Dutch Bros leverages Zendesk to balance the art of human connection with the science of smart automation.

Ideal for HR, IT, and support leaders looking to drive operational efficiency and elevate employee service at scale.

Key topics: Employee Experience, Automation, Internal Help Centers, Zendesk Metrics, HR Ops Strategy.

Dutch Bros Coffee: Balancing the Art and Science of Employee Experience

Employee Experience

HR Operations

Employee Engagement

Workforce Enablement

Voice of the Employee

HR Service Management

People Operations

EX Technology

EX Strategy

Employee Service

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Dutch Bros Coffee: Balancing the Art and Science of Employee Experience

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