Search a title or topic

Over 20 million podcasts, powered by 

Player FM logo
Artwork

Content provided by UX Australia. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by UX Australia or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Player FM - Podcast App
Go offline with the Player FM app!

DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents...

54:18
 
Share
 

Manage episode 359224695 series 1017672
Content provided by UX Australia. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by UX Australia or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Ever wondered how tech companies like Zendesk conducts research for to help determine future directions, particularly in new product areas like bots and automation. In the realm of customer service, automation is often thought of as deflection. We don’t often think of opportunities for people to help themselves and having customer support specialists get really hands-on and unblock more complicated situations. This talk covers how we collaborated with a global team and customer base to drive the direction and the future of customer support. We will cover some of the challenges faced when researching green-field products and share how we handled: * How to position and get buy-in with strategic research when the stakes are high & pressure to deliver is high * Coming to an agreed outcome when there are opposing and diverse viewpoints from the stakeholders. * Getting consensus on what is the most important thing to tackle next using an evidence based and data-driven approach.
  continue reading

580 episodes

Artwork
iconShare
 
Manage episode 359224695 series 1017672
Content provided by UX Australia. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by UX Australia or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Ever wondered how tech companies like Zendesk conducts research for to help determine future directions, particularly in new product areas like bots and automation. In the realm of customer service, automation is often thought of as deflection. We don’t often think of opportunities for people to help themselves and having customer support specialists get really hands-on and unblock more complicated situations. This talk covers how we collaborated with a global team and customer base to drive the direction and the future of customer support. We will cover some of the challenges faced when researching green-field products and share how we handled: * How to position and get buy-in with strategic research when the stakes are high & pressure to deliver is high * Coming to an agreed outcome when there are opposing and diverse viewpoints from the stakeholders. * Getting consensus on what is the most important thing to tackle next using an evidence based and data-driven approach.
  continue reading

580 episodes

All episodes

×
 
Loading …

Welcome to Player FM!

Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.

 

Copyright 2025 | Privacy Policy | Terms of Service | | Copyright
Listen to this show while you explore
Play