Zendesk is a pioneer in the customer service software space serving 120,000+ businesses in 150 countries, with a market valuation of almost $6 Billion. Zendesk's VP of Social Impact Tiffany Apczynski will discuss the three core capabilities that robots can't compete with - creativity, community, and empathy, and how companies can use these capabilities to build lasting customer relationships in the age of automation.

1. Tech is
polarizing
us

2. Source: Edelman
No recovery in trust
2001 2002 2003 2004 2005 2006 2007 2008 2009
Rising influence
of NGOs
Fall of the
celebrity CEO
Earned media
more credible
than advertising
U.S. companies
in Europe suffer
trust discount
Trust shifts from
“authorities” to
peers
“A person like
me” emerges as
credible
spokesperson
Business more
trusted than
government and
media
Young
influencers have
more trust in
business
Business must
partner with
government to
regain trust
2010 2011 2012 2013 2014 2015 2016 2017 2018
Trust is now an
essential line of
business
Rise of authority
figures
Fall of
government
Crisis of
leadership
Business to lead
the debate for
change
Trust is essential
to innovation
Growing
inequality of trust
Trust in crisis The battle for
truth

3. Slowest Midpoint Fastest
15%
(400 Million)
30%
(800 Million)
0%
(10 Million)
Impact of adoption by 2030

6. Welcome to the
empathy economy

7. consider a company’s
social and
environmental
commitments when
deciding where to
work
won’t take a job if a
company doesn’t
have strong corporate
social responsibility
(CSR) values
would be more loyal
to a company that
helps them contribute
to social and
environmental issues
(vs. 70% U.S. average)
64% 64% 83% 88%
say their job is more
fulfilling when they
are provided
opportunities to make
an impact on social
and environmental
issues
Millennials

8. CSR guides
us through
this transition

9. Customer Powered,
Purpose Driven
90
Local non-profit organizations Zendesk supports
10,000+ hours
Employee volunteering in 2017
$2,000,000+
Grants and free software given in 2017 to
non-profit organizations
2017 Zendesk Corporate
Social Responsibility
Zendesk invests in our communities to fight
poverty and homelessness; promote health care,
education, equality, and workforce development.
www.neighborfoundation.org

10. Three impact areas
Improving
empathy
Help seeking
behaviors
Pride in
community

11. Improved
help-seeking
behaviors by
15
%

12. Improved empathy
scores by
3x

13. Pride In
Communit
y

14. 3000
6000
9000
12000
2015 2016 2017 2018
Employees Volunteer hours
Volunteering higher than ever before

15. Join us!