Zendesk Live Stream: A CX Moment
It’s an upside-down world. Let’s talk things out.
Join us for a fast and fiery conversation with industry leaders who are embracing change. They’ll share solutions for doing business in a new reality, and insights on making the most of uncertainty.
A CX Moment with Tymeshift
July 9th at 9:30am PDT
Tymeshift No one graduates high school planning a profession in customer support, but perhaps they should. Elisa Reggiardo from Tymeshift and Sarah Reed from Zendesk talk about their own careers, how to pivot into and within customer support, and how to transfer your skills to other roles. If you are a leader or mentor, or you’ve been laid off or are looking for something new, this is a great opportunity to talk about the benefits of a career in customer support.
July 9 at 9:30am PDT
GoHealth and Virgin Pulse More information coming soon.
July 23 at 9:30am PDT
Shopify More information coming soon.
August 6 at 9:30am PDT
How Stitch Fix uses data and insights to remain relevant with their customersStitch Fix understands that style needs to evolve and routines change, especially during a pandemic. Learn how they’ve used data and insights to remain relevant with their customers, even when people aren’t getting dressed up to go to work or out to dinner. They’ll also share how they think COVID-19 will impact consumer behavior going forward.
A Special CX Moment with 23andMe to discuss race, allyship, and solidaritySupport teams are often the most diverse groups within an organization and while that is often challenging, it's also an incredible opportunity to invoke change. Please join us for A Special CX Moment with Kent Hillyer, Head of Customer Care for 23andMe and Zendesk’s Chief People & Diversity Officer, InaMarie Johnson and Smita Pillai, Vice President, Diversity & Inclusion. They’ll talk about the steps companies can take to educate customers and employees on racism, solidarity, and the importance of allyship.
How SoFi is changing their CX strategy in a financial crisisMarkets are volatile, interest rates are low, and consumers are concerned with the stability of their financial future. And all that uncertainty can play havoc on a finance company’s customer experience. Hear how SoFi is tackling changes related to COVID-19: greater support volume, higher customer emotion, and updates to government policies and protections.
How Harry’s is taking care of more than their customer’s grooming needsMany of us took personal grooming for granted before the coronavirus. But not during or after. With salons and barbershops closed, home self-care took on renewed importance. For Harry’s, that meant increased demand and higher support volumes. Hear how they supported old and new customers and took care of our heroes on the frontline.
What changes Etsy implemented to maintain the seller and buyer experienceEtsy brings handmade and vintage goods from around the world into people’s homes. And that becomes a little tricky during a pandemic. Etsy’s CFO shares how they are keeping buyers and sellers safe, reallocating funds to different priorities, and supporting their community during COVID-19.
How Wantable and Birchbox make business changes to give back to their communitiesNow more than ever, teams are relying on omnichannel support tools to distinguish their brand and connect with their customers. But as new challenges emerge, we see many adapting and innovating in the face of fluctuating demand. CX Leaders at Birchbox and Wantable discuss how businesses can quickly shift their operations and seize new opportunities.
How Lyra Health makes mental health a priorityWe now spend all day, every day, at home and talking through our computers. And this change in human interaction is impacting our mental health. Nina Levin from Lyra Health shares how to lead teams, customers, and yourself through this emotionally charged time.
How Freshly continues to excel at customer servicePeople depend on their food deliveries, and when things don’t happen as expected, emotions flare. Hear how Freshly is keeping up with customer satisfaction, even with rising demand, supply shortages, and delivery challenges.
How Slack cultivates a culture of connectionSlack has always been about communication, and now more than ever. Ali Rayl, Slack’s VP of Customer Experience shares how they’re helping to cultivate a culture of connection-with employees and with their growing customer base.
How Box and Upwork adapt to a remote workforceCX Leaders from Box and Upwork discuss the complexities with a remote workforce: the planned versus the forced, the short-term versus the long-term, and the benefits versus the challenges.
How The Groomsman Suit pivoted quicklyJeanne and Diana Co-Founders of The Groomsman Suit deep dive into how they’ve quickly shifted their focus to adjust to the massive changes in their industry.