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Zendesk Roadshow UK & Ireland
Session 2: How to realize the true potential of messaging in delivering customer service

Available On-Demand


Messaging as a channel isn’t new to technology businesses, but are you using it to its fullest potential in your customer engagements? Over the past year, offering customer service over WhatsApp and native messaging services has more than doubled. To thrive in this new omnichannel landscape, businesses have had to adjust culture and process as well as technology.

This conversation with Phil Wainewright, Co-Founder of tech media site diginomica, and Shawna Wolverton, EVP Product at Zendesk, explores these changes. Drawing on examples from Zendesk’s customer base, discover practical takeaways and future directions as messaging becomes pivotal to delivering a joined-up customer experience.

Key takeaways:

  • Why businesses today need to break through the barriers to the free flow of information and actions, connecting across the organisation and out to customers

  • Tech is the enabler but success also requires changes to culture and process – how companies are managing the shift towards joined-up actions and a true omnichannel strategy

  • The trend towards merging asynchronous and synchronous interactions within a single platform

Why join?
It’s a brilliant opportunity to network, and discuss key customer experience challenges during 2020. Learn how to tackle some of the biggest questions we’re all asking today.

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Phil Wainewrightphoto

Phil Wainewright


Shawna Wolvertonphoto

Shawna Wolverton

EVP Product,