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Zendesk Relate 2024: Community Recap
Posted May 08, 2024
Zendesk Community Post Relate Recap
This year’s Relate was a powerhouse of innovation and connection, featuring a full house of Zendesk community leaders. We’re thrilled to share the highlights and insights from our gathering in Las Vegas for those who joined us and anyone who missed out. Here’s everything you need to know about the announcements and amazing engagements at Relate 2024!
Key Announcements from Relate 2024
Exciting Updates on Our Customer Experience Tools: Next-Gen AI and Agent Copilot
At Relate, we've rolled out new updates to our customer service technology, including next-gen AI agents and the Agent Copilot. These tools are made to help teams simplify and personalize how they interact with customers.
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Autonomous Interactions: AI agents can independently handle inquiries, providing tailored solutions by tapping into comprehensive knowledge bases. This autonomy has greatly improved efficiency.
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Agent Copilot Support: Enhancements in support for our agents included utilizing historical data to optimize workflows and anticipate customer needs better. This approach has allowed us to be more proactive in our customer service.
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Increased Customer Satisfaction: Faster responses and more precise solutions have been key results from these AI-driven tools, leading to improved customer satisfaction scores.
Improvements in Workforce Management (WFM) and Quality Assurance (QA)
In response to the evolving challenges in managing customer service operations, we have deployed AI-powered tools. These are designed to streamline processes and help ensure high quality in every interaction.
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Predictive Workforce Tools: Advanced forecasting algorithms that help teams dynamically adjust staffing levels, ensuring that we always have the right resources when needed.
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Comprehensive QA Features: Better evaluations of AI-agent interactions, helping teams maintain high service standards and identify opportunities for agent development.
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Operational Efficiency and Satisfaction: These tools will lead to quicker issue resolutions and sustained high customer satisfaction, boosting overall service efficiency.
Building Trust in AI: Ensuring Security and Compliance in Technology Deployments
The integration of AI into our customer service platforms has been crucial. We have developed effective security measures and strict controls over AI applications to adhere to today's high standards of data protection and compliance.
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Robust Security and Compliance: Comprehensive security features and compliance support, helping teams to navigate regulatory challenges while safeguarding customer data.
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Proactive Data Management: AI tools made to proactively manage data, identifying and redacting sensitive information to enhance privacy.
- Enhancing Customer Trust: Prioritizing security and transparency in our AI implementations to better strengthen customer trust and commit to enhancing relationships through technology.
Upcoming Community Deep Dives
- Exploring Custom Objects: Post-Relate Deep Dive - May 30, 11:00 AM CST
The Zendesk Community at Relate
Luminaries Lounge
This year, the Zendesk Community had its very own lounge where attendees could take a breather, recharge their batteries (mentally and electronically), and connect with others. It was fantastic to meet so many new and long-term community members, many of whom signed up for our Luminaries program at Relate. For those who joined, a big welcome, and we can’t wait to connect with you digitally and in person next year!
Community Question Wall
It wouldn’t have truly been a community experience at Relate without a place to ask questions. Luckily we had everyone covered with our Community Question Wall! It was amazing seeing everyone posting their questions, providing responses and sharing their knowledge. We’ll be publishing those questions and answers in the community over the next couple of days, be sure to follow the “Announcements” topic to get notifications when those are live.
Build a Lego mini-me
Creativity and expression was a “block”buster hit with so many people building little self portraits at our Lego space. Attendees created mini fantastical versions of themselves with a menagerie of Lego parts, displayed them for all to see, and made profile cards showcasing their 'CX Superpowers' to share with others. It was amazing to see so many people meeting each other and witness the amazing creativity of those in attendance and we can’t wait to have more way for you to unleash your creativity at next year’s Relate!
Rockstar Community Members
Community Leaders on Stage
The Zendesk User Groups were live and in-person for the first time ever this year in Las Vegas. The Enterprise, Admin, AI, and SMB User Groups hosted meetups, giving group members a chance to meet, talk, and learn from one another. Thank you to Brandon Tidd, Michael Locurcio, Eric Nelson, Tiffany Bellah, Anthony Stenhouse, and Nicholas Erickson for doing such an amazing job Leading these meetups and sharing your insightful knowledge with everyone else at Relate. We look forward to more opportunities to bring our User Groups together in person in the future!
Relate Connections: Happy Hour & Dinner
It was great to see so many community members at our Relate happy hour and appreciation dinner. Gathering poolside provided a fantastic opportunity for everyone to connect, network and have a little fun in the sun. During our Luminaries appreciation dinner, we were thrilled to express our gratitude to those who have made significant contributions to all our user-led programs. These gatherings offered more than just excellent networking opportunities; they also allowed time to relax, members to meet face-to-face, and create memorable experiences before everyone returned home.
A Message from Drew Frey - Sr. Manager, User Group & Luminaries Programs
Thank you all for attending this year's Relate conference! We appreciate the effort and expense it takes to travel, often from great distances, and your presence means a lot to us. We hope the conference was as enriching for you as it was for us.
Face-to-face meetings are invaluable for building connections, and thanks to our wonderful Luminaries and User Group Leaders, this year was especially memorable. Our special community activations, including the Luminaries Lounge, dedicated networking sessions hosted by our User Group Leaders, happy hours, dinners and more, were key to the lively and successful atmosphere.
Thank you again for your enthusiasm and participation throughout the week. As we reflect on this year, we’re excited to make Relate 2025 even more memorable and impactful. We can’t wait to see what we’ll accomplish together next year!
Drew Frey - Zendesk Sr. Manager, User Programs
A Message from Brandon Tidd - Zendesk Architect of our 729 Solutions.
In just three days, I was able to make over 50 meaningful connections with other Zendesk enthusiasts, employees and engaged customers (and walk over 25 miles). But now, the real work begins. With every Relate comes a plethora of new features to unpack and understand, as well as new workflows to architects that weren’t possible before. The AI product offerings will continue to evolve over the next year, and the other recently acquired brands will become more integrated into the product.
Where there are new elements to connect and explore, 729 Solutions is committed to being on the front lines, with and for our clients, to assist in maximizing your ROI and efficiency with the tools that are available to you. I’ve never been more excited to be a part of Zendesk’s journey, and I’m already looking forward to seeing everyone (and you?) at next year’s event. There’s a 50% chance my body will have fully recovered by then.
Brandon Tidd - Zendesk Architect at 729 Solutions
What’s Next in the Community?
User Groups
Zendesk User Groups are based on location, role, or subject area, and you can join more than one group. These are run by community volunteers who regularly plan events and meetups for their chapter. Events may be in-person, virtual, or hybrid, depending on the preferences and needs of the individual group.
Upcoming User Groups
- Community Manager User Group May Meetup - May 14, 10:00 AM CST
- Admin User Group with Jonathan Aniano - May 15 , 11:00 AM CST
- Spain User Group Meetup - May 16, 6:00 PM CEST
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A.I. User Group - May 21, 11:00 AM EDT
Luminaries
Luminaries is a gathering of Zendesk enthusiasts who share stories and experiences and is for current Zendesk customers. Being part of the Luminaries program gives you access to opportunities to shine. For those who would like to join you can request access today and a member of the Luminaries team will reach out promptly.
Special thanks to our Luminaries who presented at Relate ‘24!
Brandon Tidd
Michael Locurcio
Eric Nelson
Tiffany Bellah
Anthony Stenhouse
Nicholas Erickson
Community
The Zendesk Community is your place to connect with your peers to learn, share, and collaborate. Have a question, looking for tips for others, have some feedback you’d like to share? Well the Zendesk Community is here to help and the place for all those things along with learning from other Zendesk users. Sign up and make your first post today to get your Zendesk Community journey started.
Links & Resources From Relate
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