CX Trends 2022 by
Event pricing
FreeEvent type
VirtualAbout CX Trends 2022
High-performing companies drive growth with customer service—we’ll show you how. We took data from over 97,000 Zendesk customers across 21 countries to help you become a force for change in your organization. Join us and learn to improve your bottom line by putting customers at the top. What to expect Our CX Trends global event focuses on the five major traps that customer service teams are faced with. These barriers weaken your bottom line—but together, we can keep it growin’. We’ll equip you with everything you need to get leadership on board immediately and set your team up for success. …
Event Recordings
Missed this event? Watch the replay anytime you want!
Schedule
Schedule times are based on the local time zone: PST (GMT-08:00)
9:00 am - 10:00 am
PST (GMT-08:00)
Your customer service isn’t wowing customers, but maybe they don’t want to be wowed
Going above and beyond for individual customers doesn’t pay off in a way you might expect. It's much more strategic to curb disloyalty instead. Hear from Matt Dixon, Chief Research and Innovation Officer at Tethr and author of The Effortless Experience on how to make sure your customers keep coming back.
10:00 am - 11:00 am
PST (GMT-08:00)
Your leadership talks the talk, but doesn’t walk the walk
You can’t force the C-suite to shadow agents or listen in on support calls. But you share their values, arm them with data, and help prioritize customer feedback. Hear from Jenn Lim, CEO and Chief Happiness Officer at Delivering Happiness and author of Beyond Happiness, as well as customer stories from Trustpilot, LensDirect, and Kaplan.
11:00 am - 12:00 pm
PST (GMT-08:00)
Customer service is still seen as a cost center
1 in 3 companies still view customer service as a cost center. The truth is, it can act as a revenue generator in its own right. Hear from Matt Price, SVP of Global Advocacy at Zendesk alongside a customer story from BombBomb on how they made it happen.
12:00 pm - 1:00 pm
PST (GMT-08:00)
Agents are burned out and feel undervalued
Your agents are on the frontlines. And when they’re unhappy, that means higher churn rates and dissatisfied customers. Hear from Emily and Amelia Nagoski, twin sisters and authors of Burnout, about how to keep your agents and customers happy.
1:00 pm - 2:00 pm
PST (GMT-08:00)
Disjointed systems confuse customers (and employees) and halt growth
Teams won’t succeed without the right tools in place—and backend issues directly affect customers. Hear from National Geographic Explorer and Engineer Albert Lin, most recently featured on Disney’s “Welcome to Earth”, about the importance of processes and systems to achieve goals—whether it’s in the jungle or a call center.
