Interview with Rodney Moynihan, Director of Sales ANZ for Zendesk

Who are Zendesk and what do they do?

Zendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. More than 100,000 customers in over 150 countries and territories use Zendesk products. Zendesk is designed for companies that want to create customer relationships that are more meaningful, personal, and productive.

What are the key discussion points in Zendesk’s roundtable session at the Summit?

Roundtable theme: How to deliver a great customer experience in an omni-channel environment.

With the rise of digital disruption and eroding customer loyalty, organisations are under more pressure to deliver frictionless customer experiences. Most businesses understand that improvements in customer experience have a direct effect on the bottom line and are key to business success. But making that happen is sometimes easier said than done.

In this discussion, we will explore the latest tech trends that are having an impact on customer experience in an omni-channel environment – and how businesses can best tap into these trends to reap the rewards.

The roundtable discussion will explore:

  • The Top CX trends impacting organisations and customer loyalty
  • How to build trust and create lasting connections with your customers with omnichannel customer engagement
  • The impact of CX Technologies including A.I and Chat Bots
  • Which companies are really providing a great customer experience and why.

What are some of the CX trends we can expect to see?

Growth in Self-ServiceForrester research shows that three out of four customers prefer self-service support to find their own answers. Thanks to machine learning and AI its easier than ever. The more that can be automated, the more power the customer has, which puts less pressure on customer service agents. Customers use self-service because they want quick answers to their questions. They want to be self-sufficient, they want a simple solution and they want it any time of the day or night. And most importantly – they want to get back what they were doing before their issue arose.

Mobile led cross-channel interaction – According to a recent Adobe report, 92 percent of respondents said the smartphone was their primary device. Smartphones have also overtaken computers as the preferred e-commerce source. Customers want to engage with customer service agents across many channels, including phone, email, chat, and web self-service, as well as social channels like peer-to-peer discussion forums, Facebook, and Twitter – all from their phones.

Customers also want to be able to start an interaction in one communication channel and continue it in another, without having to restart the conversation. A mobile-led, cross-channel integration is difficult to achieve and takes a solid architectural approach.

The importance of AI, machine learning and big data – Machine learning technology now has the power to amplify and extend the reach of data analytics to help solve customer service issues much more efficiently. Forward thinking businesses should be looking for ways to tap into the power of machine learning algorithms to provide customer service in the fastest, most convenient way possible.

Worker capabilities can be amplified by the information provided through machine learning, by arming customer service agents with a wealth of curated information at their fingertips.

Companies also have a wealth of customer data at their disposal but finally analytics tools are available that make it easy to mine that data and provide incredibly valuable insights. Combined with other data sources, the ability to effectively assess the ‘big picture’ means more informed decision making, faster response times, and overall better service.

How can Zendesk help organisations wanting to improve their customer experience?

Every business is grappling with CX in the face of the ‘expectation economy’. If businesses want to succeed online they need a holistic, data-driven omnichannel strategy that involves the whole company.

Most companies today provide some form of omnichannel experience, but they stumble in the execution. Companies with strong omnichannel customer engagement retain, on average, 90 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement.

Zendesk’s family of products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships that are more meaningful, personal and productive.

Zendesk makes life simple for customer service agents by streamlining all communication – with Zendesk Support they can have all their customer information in one single location, so that all communication is efficient, relevant, and personal.

Zendesk recently launched Zendesk Guide which uses AI and machine learning to enable customer service agents to resolve inquiries with contextual insights – while also allowing customers to get the most relevant answers and information automatically for a fast self-service experience.

Zendesk Chat is also another tool that helps to build meaningful relationships – by allowing customers to talk to agents in real time, creating a personal connection with customers looking for support. It’s a fast and productive way to offer help, without interrupting their browsing flow.

 

About Rodney Moynihan
My focus is delivering sustainable high performance teams/communities, with a specific focus on the development and implementation of strategies that ensure consistent and predictive revenue and customer outcomes. Over the 18+ years I have delivered results in the complex and competitive IT landscape of business application/ERP/Cloud/Outsourcing transformation market place, executing through both direct and indirect (partner) channels.

As a regional IT Sales leader/professional, my successes has been build on strong market/industry knowledge, and a focus on leading organisational transformation/change which enables teams to be innovative, inspired and focused on delivering results for our customers and the organizations we represent.

About Zendesk
Zendesk was started in a Copenhagen loft by three friends who used an old kitchen door as a desk. They wanted to bring a bit of zen to the chaotic world of customer support. And they wanted to do it with software that was nice to look at and easy to use.

Since then, the company has grown. The software is now built all over the world, by a growing group of talented, charming people. The offices are bigger and we have real desks, but we’ve held on to the spirit with which we began: be genuine, listen to customers, and keep it beautifully simple.

Zendesk is software for better customer service. Businesses interact with customers every day across multiple channels like email, phone, live chat, and social media. Zendesk improves this customer experience by bringing all these interactions together in one beautifully simple platform, enabling you to respond faster to support tickets, improve satisfaction, and ultimately create a more meaningful, personal and productive relationship with your customers.

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