A CX Moment

Scalability, unexpected successes, and the need for more zen with Calm

Who hasn’t craved a little more calm this past year? Join Calm’s Manager of Customer Experience, Frances Brittingham to talk scalability, unexpected successes, and the need for more zen. We’ll talk about overcoming big CX challenges and how to prepare for the year ahead with technology, people, and a lot more Calm.
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How Mako Medical and CustomerHD define a successful partnership

Before the pandemic, Mako Medical didn’t have or need a customer support department. But once the hospital and health care company started offering COVID-19 testing, everything changed. Mako went from a few tickets a day to over 25,000. Hear how they scaled using technology, people, and a partnership with CustomerHD. In a few short weeks Mako went from a support solution built on email and excel to 100+ reps on Zendesk.
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Aramaex operates with speed and agility in the transportation industry

In this session, we'll dive into the logistics and transport sector, as we chat to Ruby Wolff, CIO of Aramex Australia & New Zealand (formerly Fastway Couriers). Like all transportation companies, Aramex has had to operate recently with speed and agility. They have great lessons to share for every industry.
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Running effective support organizations with Calendly

Jon Smith knows customer experience. He began his CX career as a technical support analyst and was quickly promoted into a leadership role. Since then, he’s run support organizations for Home Depot and MailChimp and now heads up Customer Experience at Calendly. Hear his approach to strategy and operations and what he thinks is next for CX in 2021.
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When customer service intersects with social impact featuring Cloudbeds

Cloudbeds loves travel, hospitality, and solving big problems. And that’s pretty important right now. Join, CEO and Founder, Adam Harris, as he shares how the hospitality industry has adapted to the pandemic, the changes the industry needs to make long-term, and the work they are doing currently to ease the disruption.
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Building strong partnerships with Black Rifle Coffee Company and Simplr

As a veteran-owned and operated business, Black Rifle Coffee Company has a set of values that their customers know and respect. Which is why it's so important that BRCC selects partners that share those values. Hear from BRCC and Simplr on choosing partners wisely– from operating with agility and reliability, to not disappointing your customers, to reflecting the integrity of your brand. In this CX Moment, Simplr will share data from their Mystery Shop report, while BRCC will talk about prioritizing the customer experience.
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Find out how Plexus and Zendesk engage through self-service

Watch Zendesk's very own, Director of Customer Advocacy, Melissa Burch and Sarah Reed, Sr. Director, Global Strategic Events along with Louis Ross, VP, Customer Service at Plexus Worldwide as they discuss customer support maturity of businesses across the globe.
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Learn how Carousell harnesses the power of community

Hear from Carousell, a Singapore-based startup, that has effectively tapped on the power of its community to grow into one of the largest peer-to-peer marketplaces in Southeast Asia.
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Reimagine how customers want to shop with FabFitFun

FabFitFun aims to deliver happiness to everyone, everywhere. And that’s pretty important right now. Join Caitlin Logan as she shares how FabFitFun is reimagining the way customers want to shop, interact, and get support.
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Watch: Let's talk change, with CX leaders

Interested in hearing about Shopify's customer experience journey? Join A CX Moment as we collaborate with our 'Let's talk change' event and take over one of the breakouts.
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Learn how Xavier College brought digital transformation to education

In this CX Moment, we are joined by Patrick Winter, the Head of ICT at the historic Xavier College, a Melbourne private school dating back to 1872. He shares how Xavier went about transforming their way of working in a new reality, and made the most of uncertainty to drive long term digital initiatives in education - setting them up for success.

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Learn how GoHealth and Virgin Pulse approach wellness

2020 has proven that humans can adapt to anything. But adaption often comes at a cost. Join GoHealth and Virgin Pulse to talk about health and wellness during COVID-19. They’ll share how their companies approach wellness from different sides of the health circle, how they’re supporting their frontline support teams, and why you should focus on your wellness journey, now more than ever.
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Tymeshift shares how you can benefit from a career in customer support

No one graduates high school planning a profession in customer support, but perhaps they should. Elisa Reggiardo from Tymeshift and Sarah Reed from Zendesk talk about their own careers, how to pivot into and within customer support, and how to transfer your skills to other roles. If you are a leader or mentor, or you’ve been laid off or are looking for something new, this is a great opportunity to talk about the benefits of a career in customer support.
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How Stitch Fix uses data and insights to remain relevant with their customers

Stitch Fix understands that style needs to evolve and routines change, especially during a pandemic. Learn how they’ve used data and insights to remain relevant with their customers, even when people aren’t getting dressed up to go to work or out to dinner. They’ll also share how they think COVID-19 will impact consumer behavior going forward.
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A Special CX Moment with 23andMe to discuss race, allyship, and solidarity

Support teams are often the most diverse groups within an organization and while that is often challenging, it's also an incredible opportunity to invoke change. Please join us for A Special CX Moment with Kent Hillyer, Head of Customer Care for 23andMe and Zendesk’s Chief People & Diversity Officer, InaMarie Johnson and Smita Pillai, Vice President, Diversity & Inclusion. They’ll talk about the steps companies can take to educate customers and employees on racism, solidarity, and the importance of allyship.
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How SoFi is changing their CX strategy in a financial crisis

Markets are volatile, interest rates are low, and consumers are concerned with the stability of their financial future. And all that uncertainty can play havoc on a finance company’s customer experience. Hear how SoFi is tackling changes related to COVID-19: greater support volume, higher customer emotion, and updates to government policies and protections.
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How Harry’s is taking care of more than their customer’s grooming needs

Many of us took personal grooming for granted before the coronavirus. But not during or after. With salons and barbershops closed, home self-care took on renewed importance. For Harry’s, that meant increased demand and higher support volumes. Hear how they supported old and new customers and took care of our heroes on the frontline.
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What changes Etsy implemented to maintain the seller and buyer experience

Etsy brings handmade and vintage goods from around the world into people’s homes. And that becomes a little tricky during a pandemic. Etsy’s CFO shares how they are keeping buyers and sellers safe, reallocating funds to different priorities, and supporting their community during COVID-19.
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How Wantable and Birchbox make business changes to give back to their communities

Now more than ever, teams are relying on omnichannel support tools to distinguish their brand and connect with their customers. But as new challenges emerge, we see many adapting and innovating in the face of fluctuating demand. CX Leaders at Birchbox and Wantable discuss how businesses can quickly shift their operations and seize new opportunities.
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How Lyra Health makes mental health a priority

We now spend all day, every day, at home and talking through our computers. And this change in human interaction is impacting our mental health. Nina Levin from Lyra Health shares how to lead teams, customers, and yourself through this emotionally charged time.
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How Freshly continues to excel at customer service

People depend on their food deliveries, and when things don’t happen as expected, emotions flare. Hear how Freshly is keeping up with customer satisfaction, even with rising demand, supply shortages, and delivery challenges.
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How Slack cultivates a culture of connection

Slack has always been about communication, and now more than ever. Ali Rayl, Slack’s VP of Customer Experience shares how they’re helping to cultivate a culture of connection-with employees and with their growing customer base.
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How Box and Upwork adapt to a remote workforce

CX Leaders from Box and Upwork discuss the complexities with a remote workforce: the planned versus the forced, the short-term versus the long-term, and the benefits versus the challenges.
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How The Groomsman Suit pivoted quickly

Jeanne and Diana Co-Founders of The Groomsman Suit deep dive into how they’ve quickly shifted their focus to adjust to the massive changes in their industry.
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