ONLINE SERIES

Zendesk Morning Show Series 2:
Autumn Edition

It's an unpredictable world right now. Join us to navigate the changes in customer experience. Stream in every Tuesday for fresh Zendesk insights and learnings from industry champions.

We’ll share the updates you need to know—in 20 minutes. And you’ll learn how to take your customer support to the next level, no matter how uncertain business gets.

Episodes

Series 2
Series 1

Episode 1 - Break new ground:
Adapt to the shifting customer journey Available

In 2020, everyone’s doing business differently. Find out how companies are adjusting to new customer expectations, so you can too. Learn from our special guest insights and new research, which reveal that customer experience leaders don’t wait to invest in their support. And we guide you through how to get ahead of uncertainty by shifting the way you operate—seamlessly.
Featured guests: Enterprise Strategy Group (ESG), Staffbase

Related resources
Are you a CX Champion? Take the quiz to see where you can grow
Webinar: Go from CX Starter to Champion
CX Champions: Download the report


Episode 2 - Prepare for peak:
Be customer-ready for the festive season Available

When we mix an unprecedented year with the holiday period, we're bound for challenges. But at Zendesk, we help provide smooth experiences—even during the Black Friday and festive flurry. Learn how e-commerce retailers are driving sales, as retail digitisation becomes the norm. Get insights for a stressless end to a stressful year (well, that’s an understatement).
Featured guests: MADE.COM, AboutYou, Fortnum & Mason

Related resources
Zendesk for Retail
Zendesk: Retail and the holidays



Episode 3 - Work reimagined:
Create better employee experiencesAvailable

In so many ways, the workplace is changing. As companies pivot to remote work and rethink what collaboration means in the decade ahead, find out how you can help your employees help themselves. Learn IT and HR solutions for improving the employee experience, with the help of agile processes. That way, your team will be happier and more productive at work. It’s win-win.
Featured guests: Capgemini, Groupe Saretec, TietoEVRY

Related resources
Gartner report: Improve employee experience to drive improvements in customer experience
How Zendesk helps HR teams with the employee experience



Episode 4 - The next level:
Ace your agent experience Available

Here’s to the agents. In this episode, we're putting the magnifying glass on the customer support heroes. Learn how to improve your agent satisfaction and retention, no matter where your company is on their journey. Get lessons from a scale-up case, so your own agents can get up to speed fast. We show you how smart internal collaboration can improve your products, and the good side of automation, which frees up agents to get on with what they do best.
Featured guests: Bloom & Wild, Free Now

Related resources
Zendesk CX Trends Report 2020
How to structure your customer support organization
Make a big deal of it


Episode 5 - Making moves:
Be agile in our upside-down world Available

These days, change is constant. For businesses, that means swift and seamless decision-making is helpful—even necessary. In this episode, we explore the clever ways that small and medium-sized businesses (SMBs) are taking the lead in shifting with demand. Whatever your size or needs, learn how to punch above your weight to deliver customer support during the most topsy-turvy of times.
Featured guests: Deciem, HyperJar, Mindful Chef, Doctena

Related resources
Adapting to rapid change Benchmark Report
How agile SMBs are keeping resolution times low
What’s New at Zendesk


Episode 6 - Take the lead:
Raise your CX with values-driven management Available

Values matter. In our final episode, we explore the power of values-driven leadership in today’s business world. Learn how to put your company values into action, so empathy, flexibility, and diversity become more than buzz words. Whatever industry you’re in, find out how meaningful values can shape the full support journey—and keep customers happy.
Featured guests: GoCardless, Marley Spoon

Related resources
Thank You Machine
Empathy circles: from a moment to a movement


Episode One - Ready to adapt: How to step up your support right nowAvailable

The world is a different place than it was a few weeks ago, and the way we do business has been turned on its head. Learn how to get the most out of Zendesk products, and how to build and manage virtual support teams. Guest speakers include Ana Keating, Zendesk’s Director of Customer Advocacy, and Suzanne Hart, Zendesk’s Senior Commercial Sales Executive. Plus, Zendesk CEO, Mikkel Svane, answers your questions in an AMA (yep, that’s Ask Mikkel Anything).

Related resources
Helping to prepare your team: Getting the most from Zendesk
Building and managing a virtual support team


Episode Two - Pivot like a pro: How to shift your business modelAvailable

In a world that recently turned upside down, find out how organisations are pivoting the way they do business. We’re sharing lessons from customers who are adjusting on the fly including vertical payments company, Flywire and food-order service, Flipdish. This week, we sit down with Nadia Kempel Sigh, Tiger of Sweden’s Customer Care Manager, and Jean-Philipe Blerot, Head of Digital & E-Commerce Projects of retail giant, Carrefour, to talk industry shifts.

Related resources
Zendesk’s Benchmark Snapshot: The impact of COVID-19 on CX
Boost agent productivity & customer happiness with a complete view of the customer


Episode Three - Inside matters: How to scale internal support servicesAvailable

Business isn’t business as usual right now. As your internal teams learn to adapt as much as your customer facing teams, pick up best practices for scaling virtual learning, IT, and HR support services. This week, our Zendesk experts are sharing their insights, including Sarah Manning, Senior Director HR EMEA, and Jennifer Cronin, Director of Talent Development.

Related resources
Tesco’s global help desk team uses Zendesk Support to process more than 40,000 tickets each week
The 3-step process for better agent training
Transitioning to a remote workforce
Internal Helpdesk: Employees are customers too
Up your customer experiences with employee experiences


Episode Four - Why seamless experiences matter more than everAvailable

Customer experiences are shifting, but creating the best experiences still requires seamless, multichannel support. Learn about the trends shaping customer experience, and how you can adapt to uncertainty. This week, we’re spotlighting Zendesk customers, White Hat Gaming and New Look. Plus, we sit down with Paulo Ribeirinho, Chief Operating Officer of Dott, the digital marketplace.

Related resources
Helping drive e-commerce growth in Portugal through customer excellence
2020 CX Kick Off Webinar
The Zendesk omnichannel approach
The Zendesk Customer Experience Trends Report 2020
Omnichannel conversations in the Zendesk Support Suite
Stoiximan drives brand differentiation with a 360° view of the customer


Episode Five - Stronger together, with Zendesk Partners Available

The world is a confusing place right now, and customers are struggling to figure it out. Learn how Zendesk Partners are helping organisations boost support and agent productivity. Plus, we’re talking Tech for Good, and the Zendesk Remote Support Bundle. Our guests include David Gilfillan, Technology Director of Ascensos, and Rick Hutchinson, Director of Appamondo. We also speak with Elisa Reggiardo Chief Brand Officer Tymeshift on pro tips for getting the most of Tymeshift's WFH Plan and Zendesk's Remote Support Bundle.

Related resources
App Marketplace to find tech solutions
Partner directory to find local partners
Your ‘How-to’ guide with Appamondo & Zendesk
The Future of CX as seen by Market specialists
Adapting your business in unprecedented times – Top tips for transitioning to remote working
Expert Tips and Tricks To Leverage Technology For Your Employee Experience
COVID-19 - Application for Free Zendesk Software


Episode Six - Meet the Startups shifting the rulesAvailable

Startups are used to adapting swiftly, but the unknowns of our world right now are demanding even more innovative shifts. In this episode, learn from startups who are not only adjusting to change, but thriving with forward-thinking. Today, we’re spotlighting flower delivery service, Bloom & Wild. We also chat Station F with Alexis Fogel, the CEO and Co-Founder of Stonly, and we dig into cultivating creativity with Max Yoder, CEO and Co-Founder of Lessonly.

Related resources
It’s your turn in Startupland
The official Lessonly app for Zendesk.
Zendesk Makes Significant Investment in France With Move to Station F Paris and New Offices in Montpellier

Episode Seven - Get the message across with effortless communicationAvailable

Customers want to communicate with businesses like they do with their friends—effortlessly, and on the channels they want. In this episode, we’re sharing ways to make the conversation flow for your customers and your agents, with tools like Zendesk Chat and WhatsApp. We sit down with Alessandro Zollino, the Director Customer Experience of Balearia to learn how the leading shipping company is boosting engagement. We speak with guests from Dashlane, the digital password manager, and Infinity, the on-demand streaming service. Plus, we spotlight food company, Huel.

Related resources
The state of messaging 2020
Messaging apps are open for business

Episode Eight - Cultivating empathy in customer experienceAvailable

Now more than ever, empathy is at the heart of what we do. The ability to cultivate humanity across teams is key to better experiences—for customers and employees. In this episode, we spotlight three dedicated people who have embedded empathy in their work. They will share insights on sparking connection, humanising impact, and becoming a more empathy-driven business. Our guests include Rosanna Machado, the Founder & CEO of Zebra, and Zendesk’s VP of Public Policy and Social Impact, Tiffany Apczynski, who’s leading the Empathy Lab initiative. We also chat with the Co-Founder of Makers United to learn how communities are supporting healthcare teams.

Related resources
Neighbor Foundation Empathy Quiz
Show big support for small businesses
Empathy Lab: Building community in the workplace from the inside out
Relater On-Demand

Episode Nine - Scaling support growth through communities in a remote worldAvailable

It’s a new virtual world. Customers are looking for additional ways to interact more than ever before. In this episode, we share ways to scale your support growth by leveraging communities, and giving customers a place to contribute. Learn support insights from Thomas Garcia of 360Learning, and Stephan Seyfarth, the Director Customer Services of Babbel. Plus, get pro tips on capturing feedback directly from support queries, from Paris-based software company, Harvestr.

Related resources
Collaborative Learning on 360Learning
Two courses available for free

Episode 10 - Scale your service with automationAvailable

At a time when customer service is more demanding than ever, automation tools can help. For customer service teams, automation can ease the pressure, through immediate, consistent, and reliable support. In this episode, we discuss how teams can automate their service and improve workflows using tools like Answer Bot. We sit down with GoCardless and Zyxel to hear how they’re matching automation with personalised customer service.

Related resources
How to: Deliver premium customer experiences with automation all around the globe
GoCardless: Building award-winning customer support operations with self-service and automation
What's Good: Zendesk Answer Bot
Chatbots and the future of automation
Webinar: Adapting in unprecedented times – New Future of CX

Episode 11 - Level up with Zendesk App MarketplaceAvailable

Welcome to the Zendesk Marketplace—your one-stop shop for exploring partners, apps and integrations. In this episode, we explore how to unite your business by integrating new tools. We chat with app developers and customers who have leveraged open API to improve customer support. Tune in for practical tips on how to make the most of tools, so your business can boost agent productivity and streamline workflows.

Related resources
Marketplace: Browse apps, integrations and partners
Playvox Integration for Zendesk Support
Sparkly

Episode 12 - Make data serve your CX strategyAvailable

Building the best customer experience works better when it’s driven by data. In this episode, find out how to measure and improve the entire customer experience. Use data to set your roadmap for growth, scale your customer experience, and to empower your team with improved efficiency. In this episode, Zendesk’s Chief Marketing Officer, Jeff Titterton, introduces the benefits of Zendesk Explore. We learn insights from Northmill, HiPay and Housekeep on data best practices.

Related resources
Learn more about Explore in this webinar
Getting started with Explore
It’s a data-driven world: Make smarter decisions with integrated customer analytics
Discover Explore in this demo
Read more about the HiPay use case

Episode 13 - Gaming companies up their CXAvailable

It’s a tricky time for business right now, but one industry that’s seen a customer spike is gaming. With more people turning to screens and entertainment, find out how gaming companies are handling increased ticket volumes, while keeping customers happy. Our guests this episode include game developers, Wargaming and CCP, plus gaming operator, Betano

Related resources
Wargaming conquers its KPIs with Zendesk
Stoiximan drives brand differentiation with a 360° view of the customer
Creating a seamless gaming experience through self-service and personalisation

Episode 14 - What’s ahead: Adapting to the next normalAvailable

COVID-19 has fundamentally changed the way businesses operate, manage teams, and use technology. Alongside these shifts, customer experience is constantly evolving. From automation to integration, how we interact with our customers matters more than before. And while there’s no blueprint for what’s next in the world of CX, we can try to picture the opportunities and challenges that lie ahead. In this episode, industry leaders share their views on the reimagined future of customer experience.

Related resources
View the full presentation on the 5 Big Bets for the Future of CRM in our Relater Keynote
Shared Screens with Mikkel Svane - Watch the full series
How to navigate the lasting impacts of COVID-19 on customer support

Look who's talkin'


Prelini Udayan-Chiechi
VP Marketing, EMEA
Zendesk
Jeff Titterton
CMO
Zendesk
Adam DeMattia
Director of Custom Research
Enterprise Strategy Group (ESG)
Felix Starzer
Head of Customer Care
Staffbase
Isobel Mills
Head of Customer Delight
Bloom & Wild
Nabil Kachour
Service Operations Director
Free Now
Siohhan Taylor
Head of Customer Services
Mindful Chef
Pat Phelan
Chief Customer Officer
GoCardless
Christiane Müller
Customer Service Manager
About You
Senna O'Sullivan
Customer Happiness Manager (UK)
Deciem
Elexciss Thomas
Customer Happiness Manager (Canada)
Deciem
Ben Saffran
Application Support Engineer
Doctena
Laura Pappi
Customer Service Manager
HyperJar

Featured guests