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=podcast

Watch Zendesk Relate 2024 on demand -

https://virtualevents.zendesk.com/series/relate-24-video-hub/landing_page?utm_source=podcast

Zappos | 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/

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Follow Zendesk on LinkedIn -

http://zendesk.com/li

#CX #CustomerService #CustomerExperience