Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service
Activity Overview
Episode publication activity over the past year
Episodes
Mastering the art of discovery commerce with TikTok Shop
16 May 2025
Contributed by Lukas
Discovery commerce is turning the traditional shopping experience on its head. Instead of searching for specific products, consumers are now discoveri...
Harnessing AI-powered efficiency for deeper customer connection with Lush’s Naomi Rankin
03 Sep 2024
Contributed by Lukas
On this episode, we’re joined by Naomi Rankin, Global Customer Care Manager at Lush. Naomi shares her journey of integrating AI into Lush’s custom...
Modernizing the world’s largest service delivery business with Indigov’s Alexander Kouts
07 Aug 2024
Contributed by Lukas
On this episode, we’re joined by Alexander Kouts, CEO of Indigov. Alexander shares his mission to bring private sector efficiency to the public sect...
Dispatch from the front lines of critical customer service with the International Rescue Committee’s André Heller
20 Jun 2024
Contributed by Lukas
On this episode, we’re joined by André Heller, Director of the Signpost Project at the International Rescue Committee (IRC). Andre shares insights ...
Early insights from our AI implementation journey with Zendesk's Steven Warfield
05 Jun 2024
Contributed by Lukas
On this episode, we’re joined by Steven Warfield, Vice President of Customer Service and Technical Support at Zendesk. Steven shares insights into h...
Building AI-powered experiences for humans with Upwork’s Brent Pliskow
22 May 2024
Contributed by Lukas
On this episode, we’re joined by Brent Pliskow, General Manager and Vice President of Customer Support at Upwork. Brent shares his expertise in inte...
Lessons from an AI success story with XP Inc.’s Guilherme Kolberg
08 May 2024
Contributed by Lukas
On this episode, we’re joined by Guilherme Kolberg, Head of CX and Customer Service at XP Inc. Guilherme shares his insights on leveraging artificia...
Direct from Relate 2024 with Zappos Insights Co-creator Robert Richman
25 Apr 2024
Contributed by Lukas
On this episode, we’re joined by Robert Richman, Author of The Culture Blueprint, Keynote Speaker, and Co-creator of Zappos Insights. Recorded at Ze...
AI and the next CX revolution with Zendesk’s Adrian McDermott and Teresa Haun
10 Apr 2024
Contributed by Lukas
On this episode, we're joined by Adrian McDermott, Chief Technology Officer, and Teresa Haun, Senior Director of Technology and CX Strategy at Zendesk...
Humanizing support at scale with Talkspace’s Donna Haddigan
27 Mar 2024
Contributed by Lukas
On this episode, we're joined by Donna Haddigan, Senior Director of Client Support at Talkspace. In our conversation, Donna shares insights into integ...
Using experimentation to build the support experiences your customers actually want with Bitly’s Brad Harris
13 Mar 2024
Contributed by Lukas
On this episode, we’re joined by Brad Harris, Global Customer Support Director of Bitly, to discuss Bitly's innovative approach to customer support....
Translating iconic experiences to a digital space with Aesop’s Carine McGinnity
29 Feb 2024
Contributed by Lukas
On this episode, we’re joined by Carine McGinnity, Global Head of Customer Communications and E-Commerce at Aesop. Carine shares her insights on Aes...
Burning AI questions answered with Zendesk’s Peter Neels
14 Feb 2024
Contributed by Lukas
On this episode, we’re joined by Peter Neels, Senior Director, Customer Experience Strategist of Zendesk. Peter shares his thoughts on the integrati...
Building trust and security at the intersection of AI and CX with Joey Edwards-Lebair of Zendesk
31 Jan 2024
Contributed by Lukas
On this episode, we’re joined by Joey Edwards-Lebair, Senior Customer Insights Manager at Zendesk. Joey shares valuable insights into the evolving l...
Unlocking the power of intelligent CX with Joey Edwards-Lebair of Zendesk
18 Jan 2024
Contributed by Lukas
On this episode, we’re joined by Joey Edwards-Lebair, Senior Customer Insights Manager at Zendesk. Joey shares deep insights into the role of AI in ...
Zendesk’s AI customer service evolution and future trends with Zendesk CEO Tom Eggemeier
20 Dec 2023
Contributed by Lukas
On this episode, we’re joined by Tom Eggemeier, CEO of Zendesk. Tom shares his extensive insights into customer experience and the pivotal role of A...
Mastering the art of customer success management with LinkedIn's Erika Tabacniks
29 Nov 2023
Contributed by Lukas
In this episode, we’re joined by Erika Tabacniks, Manager of Customer Success at LinkedIn. Erika shares valuable insights into building a supportive...
How data and technology fuel the customer experience and global expansion with Rivian’s Diane Lye
15 Nov 2023
Contributed by Lukas
On this episode, we’re joined by Diane Lye, Chief Information Officer of Rivian. Diane shares her invaluable insights on leadership, the importance ...
Understanding the shifting priorities of IT leaders with Zendesk’s Paulette Chafe
02 Nov 2023
Contributed by Lukas
On this episode, we’re joined by Paulette Chafe, Head of Consumer Insights and Research at Zendesk. In our discussion, Paulette shares insights abou...
Experimenting with AI responsibly and transparently with Economist Impact’s Jeremy Kingsley
19 Oct 2023
Contributed by Lukas
On this episode we’re joined by Jeremy Kingsley, Global Lead of Strategic Foresight at Economist Impact. Jeremy provides much useful insight into ho...
Developing a scalable customer feedback strategy with Squarespace's Rapha Fontes
02 Oct 2023
Contributed by Lukas
On this episode, we’re joined by Rapha Fontes, Senior Vice President, Customer Operations at Squarespace. Rapha truly understands the importance of ...
Improving operations through customer-centricity with Wine.com’s Addie Wallace
20 Sep 2023
Contributed by Lukas
On this episode, we’re joined by Addie Wallace, Senior Director at Wine.com. Addie and her team understand the importance of keeping their focus on ...
How companies can support the well-being of their support team with Tade Anzalone at Calm
06 Sep 2023
Contributed by Lukas
On this episode, we’re joined by Tade Anzalone, Senior Manager of Customer Experience at Calm. With nearly a decade of experience in the customer su...
Democratizing creativity through AI with The New Yorker's Matthew Hutson
23 Aug 2023
Contributed by Lukas
On this episode, we’re joined by Matthew Hutson, Contributing Writer at The New Yorker. Matthew has been writing in the AI space for quite some time...
Why self-service and the employee experience drive cost savings with Virgin Pulse’s Michael Pace
09 Aug 2023
Contributed by Lukas
On this episode, we’re joined by Michael Pace, Vice President, Global Member Services and Operations at Virgin Pulse. By maximizing self-service opt...
How an iconic luxury retailer embraced phygital experiences, with Liberty London’s Ian Hunt
26 Jul 2023
Contributed by Lukas
On this episode, we’re joined by Ian Hunt, Director of Operations and Customer Services at Liberty London. For any business looking to find success ...
Keeping the human touch in an AI-driven future
12 Jul 2023
Contributed by Lukas
On this episode, we’re joined by Deepam Mishra, Generative AI Innovation Leader and Strategic Advisor, AI/ML Expert, VC and Startups at Amazon Web S...
How AI will help businesses understand customers better with Zendesk’s Cristina Fonseca
28 Jun 2023
Contributed by Lukas
On this episode, we’re joined by Cristina Fonseca, Vice President, Product at Zendesk. Cristina shares her expert insight on how AI will impact cust...
The customer-first strategy: why it's crucial to your business
14 Jun 2023
Contributed by Lukas
On this episode, recorded live at Zendesk Relate 2023, we’re joined by several incredible panelists including Danielle N. Evans at Honeywell, Willia...
The role of AI in self-service and knowledge management — Kajabi's Jared Loman and Zendesk's Maddie Hoffman
31 May 2023
Contributed by Lukas
On this episode, we’re joined by Jared Loman, Vice President of Customer Experience at Kajabi, and Maddie Hoffman, Director of Self-Service and Auto...
How AI can enhance the customer experience and control costs — Kajabi’s Jared Loman and Zendesk’s Caitlin Keohane
17 May 2023
Contributed by Lukas
On this episode, we’re joined by Caitlin Keohane, Senior Vice President, Global Customer Advocacy at Zendesk, and Jared Loman, Vice President of Cus...
Conversations with Zendesk: The Podcast
03 May 2023
Contributed by Lukas
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 expe...