In this vodcast series you will discover how Zendesk clients have maintained high customer satisfaction, reduced costs, and streamlined processes by focusing on effective customer experience strategies.

Watch, learn and get inspired.

New episodes are released monthly, so be sure to bookmark this page. If you'd like to share your company's CX story, please let us know!

In the third episode of Zendesk’s new Speaker Spotlight Vodcast series, we speak to German gym operator XtraFit’s Project Manager Simon Wals, who highlights the importance of considering every customer touchpoint before embarking on integrating artificial intelligence. He explains how customer service agents are empowered to personalise their responses more with AI tools, but how they need to balance this with a human touch

Episode highlights include:

• AI and Human Balance: XTRAFIT’s stresses the importance of balancing artificial intelligence with human interaction in customer service, noting that AI should enhance rather than replace personal connections.
• Vision Over Mission: Focus on its vision of transparency and quality, rather than just being a low-cost gym, to differentiate itself in a competitive market.
• AI as a Service Enhancer: XTRAFIT’s explains that while AI can optimise customer service touchpoints, complex issues should still be handled by human agents to ensure personalised support.

XTRAFIT is a fitness operator with its headquarters in Cologne.

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In this episode, Khosi Ncube, Chief Experience Officer at Rentoza, shares their journey of transforming customer experience (CX) through innovative strategies and smart technology.

Episode highlights include:

In our discussion with Jake from HyperJar, we explored their customer experience strategies. HyperJar, a digital wallet app for budgeting and savings, has seen exponential growth, with daily live chats increasing from 200-300 to 500-700.

Despite this, they've maintained high customer satisfaction and industry-leading Trustpilot reviews. Key to their success is returning to basics and implementing practical solutions like AI with their bot "Hybot" to handle simpler queries.

HyperJar continuously improves based on customer feedback and thoroughly tests changes in a sandbox environment. Their customer-centric approach ensures every user receives exceptional care and attention.

HyperJar is a spending app designed to help users organise and control their finances.

• CX Strategy Development: Learn how Rentoza prioritised customer satisfaction and loyalty from the outset, partnering with Zendesk to build a robust CX platform.
• Managing Hypergrowth: Discover how they adapted their CX strategy to handle rapid growth, integrating new communication channels like WhatsApp and social media.
• Omni-Channel Experience: Understand their approach to maintaining high customer satisfaction by ensuring seamless interactions across various channels.
• AI and Data Analytics: See how Rentoza invests in AI and data analytics to automate tasks and provide personalised interactions.

Rentoza offer a subscription model for digital goods and appliances.

Chief Experience Officer, Rentoza

VP SMB Sales, 

Zendesk

Project Manager CX, 

XTRAFIT

Zendesk System Manager, HyperJar 

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