Nextmatter: The customer journey treasure map

Episode Summary:

In this episode, Thomas Verschoren, a seasoned Zendesk expert at Premium Plus, dives deep with Jan into the realm of customer service and AI applications within Zendesk.

Thomas gives us an expert take on Zendesk's most recent AI releases, plus advice on how CX leaders can implement AI today in their customer journeys, internal services, and operations processes. He stresses a practical approach to implementing AI, and looks forward to the "next wave" of Zendesk AI capabilities, including bots that don't require extensive training to handle complex customer issues.
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‍*3 Key Highlights*:
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1. The potential of AI in customer service is growing rapidly, beyond self-service "deflection" bots and knowledge automation, and onward to AI that can identify customer intent and execute complex service tasks across systems.
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2. CX leaders may be unaware of problems they have, but AI can help identify them, and put automation in place to deal with them. To that end, resources like Premium Plus and other, official Zendesk Partners offer leaders extremely valuable guidance and implementation support.
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3. For Zendesk admins or anyone working in a Zendesk ecosystem, we highly recommend subscribing to Thomas's blog, Internal Note. In his articles, Thomas creates a bridge between Zendesk feature documentation, Zendesk's marketing vision for those features, and how to get the most value out of your Zendesk service workspace.