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 - 2024 - Zendesk Relate 2024 on demand - | LinkedIn - | Website - AI - Richman Culture Blueprint Audiobook - up for a free trial at Zendesk.comFollow Zendesk on LinkedIn - #CustomerService #CustomerExperience

Om Podcasten

Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business.On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you.We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code.Like and subscribe to receive new episodes every other week. Visit for updates, bonus content, and more.