Understanding the shifting priorities of IT leaders with Zendesk’s Paulette Chafe

On this episode, we’re joined by Paulette Chafe, Head of Consumer Insights and Research at Zendesk. In our discussion, Paulette shares insights about the integration of AI in customer and employee experiences and how technology is rapidly reshaping the business landscape.Key Takeaways:(01:11) Discoveries from a global survey of IT leaders conducted by Paulette's team. (02:35) Top IT priorities today: Cybersecurity, enhancing customer experience, and data utilization. (04:19) The intricacies of harnessing data for enriched personalization. (05:49) The imperative of training and evolving IT teams. (07:11) IT leaders' specific expectations from strategic partners. (09:12) The indispensable value of immediate AI expertise from partners. (12:02) The rising wave of AI in elevating employee experiences. (15:48) The intertwined nature of CX, cybersecurity, and employee experience. (18:24) Demonstrating tangible ROI for pivotal IT initiatives. (22:09) Projecting the ever-evolving landscape of the AI industry. (28:12) Emphasis on the importance of continual experimentation and customer focus for all leaders.Resources Mentioned:Paulette Chafe - https://www.linkedin.com/in/paulettechafe/Zendesk - https://www.linkedin.com/company/zendesk/zendesk.com/community - https://zendesk.com/communityusergroups.zendesk.com - https://usergroups.zendesk.comSign up for a free trial at Zendesk.com#CX #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 www.zendesk.com/blog for updates, bonus content, and more.