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Zendesk Case: Embody a Digital-First Mindset to Revitalize the Customer Experience

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John Finch
VP, Enterprise Product Marketing at Zendesk
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About the talk

Embody a Digital-First Mindset to Revitalize the Customer Experience

Digital transformation is forcing companies to change their business models and adapt to the new market reality. Adopt innovative technology to keep up with the new “always-connected” customer and deliver an unmatched customer experience. Create a roadmap to:

  • Pinpoint and overcome obstacles to your digital transformation

  • Replace legacy systems to streamline your digital customer experience

  • Break down internal silos and leverage digital team members cross-functionally


Transform your customer experience with a digital-first strategy.


00:00 Intro

00:15 John Finch

01:20 World and CX have changed

03:08 Digital transformation

03:35 Messaging

05:06 Delivering CX

07:45 Digital first

08:44 Key areas

10:10 Help on

12:08 Optimize and assist

13:11 Keep connected

15:17 The future Opportunities of Digital-First CX

16:40 Customer service solution

20:50 Champions

21:50 Q&A

About speaker

John Finch
VP, Enterprise Product Marketing at Zendesk

Embody a Digital-First Mindset to Revitalize the Customer Experience Digital transformation is forcing companies to change their business models and adapt to the new market reality. Adopt innovative technology to keep up with the new “always-connected” customer and deliver an unmatched customer experience. Create a roadmap to: Pinpoint and overcome obstacles to your digital transformation Replace legacy systems to streamline your digital customer experience Break down internal silos and leverage digital team members cross-functionally Transform your customer experience with a digital-first strategy.

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Embodying a digital-first mindset, Revitalize the customer experience, pleased to welcome. John Finch was a vice president of Enterprise products, marketing and zendesk. And so John tells more about how to embody that digital-first mindset. My sweet everybody. I'm going to post my slide deck as well here in just a second. But thank you very much. Again. My name is John Finch. I am vice president of product marketing here at zendesk. I'm honored to be here. I'm going to talk to you a little bit about what we're doing and what

companies that were working with are doing to leverage digital Force, technology is. So let me pull this guy up here to me one second. You should see my screen. Great. So let me know if if anybody can see it, but revitalizing customer experience with digital. First mindset, really is, that's kind of a key takeaway here. And so we're talk to you a little bit about what's happening in the marketplace, in the lot of us. Obviously, you are living through this every day with the coronavirus, a pandemic and

sort of the changing of working behaviors across the world, across the globe, Inn in every area, and it's shifting to remote work. Right? So keeping business is going being able to work from home, collaborate from home and do the right things from home will also a good portion of that activity. For most businesses today is really to be able to ship the customer service to working from home. Now, technology is, there was some other things were going on in the universe of Technology inside news organizations, that really

didn't allow them to have their workers, especially agents going to work from home. So some subtle shifts. As well as some bigger ships needed to be made and voice calls were typically the one that were most challenged. Lots of us consumers were sitting on hold for long periods of time. And for a

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