Direct from Relate 2024 with Zappos Insights Co-creator Robert Richman
On this episode, we’re joined by Robert Richman, Author of The Culture Blueprint, Keynote Speaker, and Co-creator of Zappos Insights. Recorded at Zendesk's Relate 2024 conference in Las Vegas, this episode is enriched by live feedback from conference attendees and offers an in-depth look at how company culture and AI are transforming customer service.Key Takeaways:(00:00) The business impact of resolving customer issues.(01:35) Attendee perspectives on the future of customer services.(05:10) The importance of a service-oriented culture.(06:01) Key recruitment and training strategies for service excellence.(10:03) AI and human creativity: enhancing service.(11:30) How AI automates routine customer service tasks.(13:07) Involving staff in AI rollouts to sustain culture.(18:13) The business benefits from resolving customer complaints effectively.(20:06) Upholding human-centric values in interactions and culture.(23:19) The evolving role of AI in voice interaction.(26:45) Positive customer service experiences and proactive strategies.Resources Mentioned:Robert Richman -https://www.linkedin.com/in/robertrichman/Relate 2024 -https://virtualevents.zendesk.com/series/relate-24-video-hub/landing_page?utm_source=podcastWatch Zendesk Relate 2024 on demand -https://virtualevents.zendesk.com/series/relate-24-video-hub/landing_page?utm_source=podcastZappos | LinkedIn -https://www.linkedin.com/company/zappos.com/Zappos | Website -https://www.zappos.com/Balto AI -https://www.balto.ai/Robert Richman Culture Blueprint Audiobook -https://robertrichman.com/culture-blueprint-download-audiobook/Sign up for a free trial at Zendesk.comFollow Zendesk on LinkedIn -http://zendesk.com/li#CX #CustomerService #CustomerExperience