Name: Naviguer dans la Nouvelle Vague de l'Expérience Client
Start: 2024-03-14T09:00:00Z
End: 2024-03-14T09:00:29.000Z
Location: BrightTALK
Rating: 2

Zendesk is the leader in CX that helps businesses unlock the power of their customer interactions 

Zendesk delivers smarter experiences across the entire customer journey. Businesses, agents, and consumers all benefit from the power of everyday interactions thanks to our industry leading solutions and expertise.

Only Zendesk delivers the unique blend of best-in-class experiences and the flexibility needed to adapt to evolving technology and customer expectations. It’s a powerful combination that ensures businesses can take advantage of new opportunities and handle constant change.  Zendesk delivers cost efficient scalability and agility, without sacrificing service or innovation.  

Pour tous ceux qui souhaitent véritablement devenir axé client, il est devenu indispensable de devenir axé collaborateur. Certains appellent ça la Symétrie des Attentions… 
Découvrez comment mettre vos agents au coeur de la démarche !

Inspiration n°4 : Pas d’expérience client sans expérience agent !

Si l’obsolescence en relation client, est directement liée à votre INACTION face à l’évolution des normes et des tendances alors votre meilleure arme pour protéger votre relation client d’un risque d’obsolescence programmée, c’est d’adopter la philosophie du “coût de l’inaction” !

Inspiration n°3 :  “Le coût de l’inaction” : la nouvelle philosophie qui fait trembler la relation client !

La technologie en relation client n’a jamais été aussi puissante qu’aujourd’hui, pourtant, rares sont ceux qui exploitent vraiment tout ce que l’IA à a nous offrir : découvrons les 5 erreurs les plus fréquentes des entreprises qui souhaitent investir dans l’IA.

Inspiration n°2 : Les 5 erreurs les plus fréquentes avec l'utilisation de l’IA en relation client

Inspiration #1 : L’expérience client est devenue une norme, et vos clients ne manqueront pas de vous le faire savoir…dans cette vidéo de 8mn, nous analysons ce qu'est une “expérience client intelligente” et comment transformer sa relation client en une véritable expérience client.

Inspiration n°1 : La tendance la plus surprenante de 2024 en relation client

Descubre en el podcast de redk los beneficios de Zendesk Workforce Engagement Management. Obtén obtener información sobre cómo implementar WEM para optimizar las operaciones de soporte de los agentes, reducir errores humanos, mejorar la eficiencia del servicio y enriquecer la experiencia de los agentes.

Revoluciona la gestión del capital humano en la atención al cliente

Ever felt like APIs are magic? Whether you're aiming to access or leverage data beyond Zendesk's ecosystem, the initial dive into the world of APIs can indeed seem daunting. But fear not – we're about to demystify it all!
 
Join us for an insightful webinar where Cory LaPlante from Zendesk preferred Partner, LaPlante Management, will explain the seemingly complex topic of APIs. In this session, you'll:
 
- Gain an understanding of what APIs are
- Learn why they are invaluable tools
- Witness real-life scenarios of API integration with Zendesk.

This is the perfect opportunity for anyone who's ever been curious about making their Zendesk instance communicate with other applications. Whether you're a technical wizard or new to the world of software, Cory will guide you through the basics and share actionable tips on enhancing your Zendesk experience through API integrations.

PLUS, those who attend the live session and complete a survey will receive a $30 UberEats gift card*. 

*Limit 2 per company.

Demystifying APIs: How to expand Zendesk's capabilities

Avec cette émission, découvrez comment appliquer les points forts du rapport CX Trends 2024 de Zendesk dans votre entreprise et bâtissez une stratégie innovante et pérenne.
Notre rapport 2024 met en exergue les dix tendances indispensables pour les décideurs de la relation client afin d’offrir une CX intelligente optimisée par l’IA.

Lors de cette heure d’émission, découvrez les bonnes pratiques de Grégoire Lafitte de Withings et Hadrien Legoupil de Aircall.

CX trends 2024 : TV Show

En 2024, l’utilisation de l’IA générative atteindra des sommets au sein des départements CX. Pourtant l’humain et le relationnel restent au cœur de la stratégie expérience client. 

Lors de ces 30 minutes d’intervention, découvrez comment :

Maximiser l'interaction client : Trouver le juste équilibre entre les outils automatisés et les connexions humaines pour une satisfaction client accrue.
Choisir des techniques d'avant-garde : Explorer des stratégies innovantes pour intégrer l'IA sans perdre la valeur de l'empathie et de l'interaction humaine.
Mesurer le ROI de ces actions : grâce aux exemples de nos clients où l'intégration de l'IA a conduit à des améliorations mesurables dans la fidélisation et la satisfaction client.

Inscrivez-vous dès maintenant !

Allier l’IA et l’Humain dans la relation client

WORKFORCE ENGAGEMENT MANAGEMENT broadly covers solutions that help organizations effectively manage their support teams with capabilities like time management + forecasting (WFM), Quality Assurance (QA), performance management, coaching, and LMS.

WEM can be summarized into six core capabilities:
● Evaluation & Improvement (QA)
● Time Management (WFM)
● Metrics & Recognition (Perf. Management)
● Assistance & Task Management
● Voice of the Employee (Feedback)
● Recruitment & Onboarding

In this webinar, we will present and show a demo of two AI-powered WEM tools that are part of the Zendesk suite: Tymeshift and Klaus

Tymeshift integrates with Zendesk to simplify the complexity of running best-in-class CX teams. As a result, Work Force Management (WFM) enables CX teams to bolster agent engagement, lower employee turnover, reduce risk, save money, and deliver better customer experiences.

Klaus’s AI helps companies pinpoint and fix gaps in customer service operations and automate QA across 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalation, follow-ups and scores all conversations - even those done by outsourced teams through BPOs. It spots knowledge gaps and coaching opportunities that can be used to improve agent performance. Klaus offers AI-powered insights from conversations happening within Zendesk, including from outsourced support like BPOs, as well as conversations happening within the help center or on social channels.

Workforce Engagement Management: boost CX team productivity and QA with AI

Tendances CX en Europe en 2024 & Impact sur les centres d'appels

Comment l'IA révolutionne l'expérience client : Perspectives et étude de cas

CX augmentée & relation bancaire avec le Crédit Agricole IdF

Comment la PME Maison Le Marquier étend sa marque grâce à la CX

Fidélisation client : L'efficacité des équipes CX en première ligne

Du CRM à la CDP : Quand l’expérience client se nourrit de la connaissance client

Regards croisés consommateurs et entreprises sur un CX augmenté en 2024

Customer Experience (CX) : la donnée client au cœur des stratégies IT et métiers des entreprises

IA prédictive, commerce conversationnel, et hyper-personnalisation grâce aux données définissent le nouveau standard. Stratégies agiles et technologies innovantes deviennent cruciales pour s'adapter en temps réel aux attentes changeantes des consommateurs. Quelles technologies révolutionneront la CX ? Comment accompagner les équipes dans ces évolutions stratégiques ? Julie Ehrmann, Sales and Customer Operations Director chez Brevo partagera son expérience dans l'implémentation de ces initiatives au sein de son organisation. Rejoignez la session et découvrez l'évolution de l'expérience client dans une ère marquée par l'innovation ininterrompue.

Naviguer dans la Nouvelle Vague de l'Expérience Client

Customer Experience

Customer Data

Customer Engagement

Automation

Customer Care

Contact Center

Artificial Intelligence

Innovation

Data Driven

Agile

Get powerful e-commerce insights to grow your online transaction volume. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the e-commerce strategies and techniques that drive growth.

E-commerce

The marketing community on BrightTALK is made up of thousands of engaged marketing professionals. Find relevant webinars and videos on marketing strategy, branding and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Marketing

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

In this SaaS and subscription economy, the key to success is customer success. This is much easier said than done as client ecosystems are constantly evolving and their needs and aptitudes vary. Join this community to engage with leaders who are prioritizing and pioneering customer success by helping clients maximize ROI, inspiring account growth and strong client retention.

Customer Success

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Naviguer dans la Nouvelle Vague de l'Expérience Client

Presented by

About this talk

More from this channel