October 23, 2017
Tom Keiser, CIO and COO of Zendesk, discusses the evolution of customer service in the age of digital, noting that the market that Zendesk was selling to five years ago is drastically different from the one it's selling to today. Keiser discusses how he has seen customer service move from a back-office function to a front-office business, which is focused on consumer loyalty and often driven by marketing. We discuss the rise of artificial intelligence and how consumers want their problems solved very quickly, without having long wait times, whether on the phone or through email. Keiser notes that the purpose of A.I. today is to empower the customer and the company with the ability to fix the issue fast and efficiently, pointing to the change in the way airlines book and re-book canceled flights as a prime example.