Join us for a webinar moderated by Darius Hedayati, Sr. Manager of Enterprise Sales at Zendesk, featuring Vince Koh, Global Head of Digital Commerce at AWS, and Paulette Chafe, Senior Director of Product Marketing at Zendesk as we discuss how retailers can leverage AI to deliver conversational service at scale—both increasing agent productivity and operational agility.
Senior Manager of Enterprise Sales at Zendesk
Darius Hedayati is Senior Manager, Enterprise Sales, at Zendesk. He’s been at the company for 6 years, and given many of his customers are some of the largest retailers based in New York City, Darius has become a subject matter expert in the retail industry. During his time as a retail expert, he has had a major focus on helping customers transform their support operations from a cost center into a revenue center. Darius has a passion for fast growing technology companies, and prior to Zendesk he was the first enterprise sales rep for Radius Intelligence which was later acquired by Kabbage.
Global Head of Digital Commerce at AWS
Vince Koh leads global strategy and thought leadership for Digital Commerce Solutions at Amazon Web Services. He focuses on helping retail and consumer goods companies to stay at the cutting edge of innovation by providing industry-specific solutions that align with new customer expectations across digital channels and touchpoints. Vince previously held positions at Weber Shandwick (IPG), Iconix Brand Group, Longchamp, Barneys New York, and several venture capital-backed eCommerce companies leading merchandising, strategy, and operations.
Senior Director, Product Marketing at Zendesk
Paulette Chafe is the Head of Thought Leadership and Customer Insights at Zendesk. She has extensive experience developing marketing strategies that are deeply grounded in market and consumer insights. In her role at Zendesk, she is leading a team of insights and trends professionals that identify emerging trends which are relevant to customer experience and service professionals, and to then distill these trends and their strategic implications for our customers and business partners. Her team is responsible for developing Zendesk’s annual flagship thought leadership report CX Trends.
Paulette has spent the majority of her career working on the marketing agency-side leading strategy, insights and trends team for global giants like Grey Worldwide, J. Walter Thompson, and Moxie Publicis. She also honed her design thinking and customer journey skills while at IBM Interactive Experience.
Retailers operate in the most competitive, oversaturated and digitally-enabled environment to date. In a world where shoppers can easily take their business elsewhere, retailers must take a customer-centric approach to differentiate themselves from the competition. As a result, service teams are asked to provide a frictionless customer experience. However, with the acceleration of retail/shopper trends and today’s economic uncertainty, this is no easy feat.
Hyper-focused on identifying strategies to streamline their operations, retailers are also looking for ways to drive cost savings. According to our CX Trends research, around two-thirds of CX/CS leaders believe that AI/bots will drive large cost savings over the next few years, and that it has the potential to transform the way in which they engage with their customers.
In this webinar, you will learn how the power of AI can help retailers:
•Create a seamless customer experience between in-store and online
•Deliver conversational and personalized service at scale
•Boost agent productivity and engagement
•Drive operational efficiencies
