Passer directement au contenu principal

Podcast 1 min read

Direct from Relate 2024—with Zappos Insights co-creator Robert Richman

Join us in Las Vegas where we sat down with Robert Richman, author of The Culture Blueprint, and had attendees place their bets on the future of customer service.

Par Maggie Mazzetti, Staff Writer

Dernière mise à jour May 2, 2024

If you missed our biggest customer event of the year, you’re in luck. This week, we’re taking you direct to Las Vegas, onto the expo floor, and behind the scenes with our very special guest—Relate headliner Robert Richman.

As co-creator of Zappos Insights and author of The Culture Blueprint, Richman helps Fortune 500 companies build the kind of company culture that inspires stellar customer service and delivers tangible business results.

“The most amazing fact that the finance department figured out at Zappos was that the lifetime customer value is, on average, $200,” he said. “But if you cross-reference that data with people who called in, had a problem, and got it resolved, that lifetime value went up as much as six times.”

Tune in to hear Richman’s top tips for hiring right, why Sesame Street is a great metaphor for the AI revolution, and how to navigate big change. We also asked some lucky Relate attendees to peer into their crystal balls and predict the future of customer service.

Watch CWZ on YouTube
Listen on Spotify
Listen on Apple Podcasts

Have a question for a Zendesk expert, interested in being a guest, or want to suggest a topic for a future episode? Drop us a line at cwzpodcast@zendesk.com—we’d love to hear from you.

Articles associés

Podcast
1 min read

Lessons from an AI success story—with XP’s Guilherme Kolberg

Hear how one of Latin America’s largest investment firms is leveraging AI to improve their customer experiences and already seeing results.

Podcast
1 min read

AI and the next CX revolution—with Zendesk’s Adrian McDermott and Teresa Haun

Join Zendesk experts Adrian McDermott and Teresa Haun as they unpack the history of CX transformation and what that means for an AI-powered future.

Podcast
1 min read

Humanizing support at scale—with Talkspace’s Donna Haddigan

For Talkspace’s support team, empathy isn’t a nice to have, it’s a must for each and every customer interaction.

Article
1 min read

Top customer experience podcasts

Check out the top 35 customer experience podcasts for the latest trends, tips, and strategies in customer experience.