Translating iconic experiences to a digital space with Aesop’s Carine McGinnity

On this episode, we’re joined by Carine McGinnity, Global Head of Customer Communications and E-Commerce at Aesop. Carine shares her insights on Aesop’s journey through digital transformation, emphasizing the importance of integrating a seamless online customer service experience that mirrors their renowned in-store interactions. We delve into the strategies and technologies Aesop has leveraged to enhance customer engagement across digital platforms.Key Takeaways:(00:43) Aesop’s transition to digital and maintaining brand integrity online.(02:38) The catalysts for Aesop’s digital transformation and global expansion.(03:56) Utilizing a diverse set of customer service channels to enhance global support.(05:13) Integrating Zendesk for cohesive customer service experiences.(07:09) The importance of comprehensive training for digital customer service representatives.(09:26) Adapting customer service strategies to cater to market-specific needs.(11:01) Aiming for efficiency without sacrificing human connection in customer service.(14:30) Investing in people and technology to reflect positively on customer experience.(17:07) The impact of personal touch in customer service on brand perception.Resources Mentioned:Carine McGinnity - - us at Relate, Zendesk’s biggest customer experience event of the year: April 16-18 in Las Vegas.Follow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements.Sign up for a free trial at #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.