Zendesk Morning Show Series 2: Autumn Edition

Episodes

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