Skip to main content

Podcast 1 min read

Building the experiences your customers actually want—with Bitly’s Brad Harris

Bitly's Brad Harris explains how 2024 became his “year of testing” and why there are no stupid questions in CX.

By Maggie Mazzetti, Staff Writer

Last updated March 13, 2024

Bitly’s links and QR codes may be everywhere, but chances are you’ll find the company’s Global Head of Customer Support, in one of two places: running support experiments from his home office or collaborating with other leaders in his favorite community group, Zendesk for Startups.

“That’s kind of the first place I go to when I’m saying, ‘hey guys, I’m going to test out turning off our chatbot for a bit,’” he said. “Because I’m not the first one to think of something. I don’t need to reinvent the wheel.”

With so much change happening around AI, Harris and his team are spending the year researching and conducting tests to ensure that they’re meeting the actual needs of their customer base. That starts, he says, with acknowledging what you don’t know and not being afraid to ask questions.

“I really want to get a better idea of what it is that we’re missing, right?” he said. “Because we could come into this as support professionals and say, hey I know this is the future and this is the way that customers are going to want to talk to us. But there are still generations of folks and demographics of folks that are used to a different level of support.”

Tune in for more on Brad’s approach to experimentation, what he’s learned, where he’s prioritizing changes, and what he thinks about the future of CX in our latest episode of Conversations with Zendesk.

Have a question for a Zendesk expert, interested in being a guest, or want to suggest a topic for a future episode? Drop us a line at—we’d love to hear from you.

Related stories

1 min read

AI and the next CX revolution—with Zendesk’s Adrian McDermott and Teresa Haun

Join Zendesk experts Adrian McDermott and Teresa Haun as they unpack the history of CX transformation and what that means for an AI-powered future.

1 min read

Humanizing support at scale—with Talkspace’s Donna Haddigan

For Talkspace’s support team, empathy isn’t a nice to have, it’s a must for each and every customer interaction.

1 min read

Top customer experience podcasts

Check out the top 35 customer experience podcasts for the latest trends, tips, and strategies in customer experience.

1 min read

Translating iconic experiences to a digital space—with Aesop’s Carine McGinnity

Luxury skincare retailer, Aesop, gained a cult following for offering deeply personal experiences—and yes, those amazing free samples—in its physical stores. Carine McGinnity explains how it’s working to rebuild those experiences online.