Meet Zendesk's Speaker Spotlight—a vodcast powered by AWS. Each month, top CX leaders share insights on AI, evolving customer behaviour, and the latest trends. Watch, learn, get inspired.
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Scaling CX Teams: Lessons from Spektrix & Zendesk
How do you scale a CX team without losing the personal touch? In this episode, Charlie Whitworth of Spektrix, a cloud-based entertainment platform, shares strategies for building high-performing CX teams.
Key takeaways:
Smaller, specialised teams for deeper connections
Client success over support, focusing on long-term growth
Remote work done right, with team gatherings and morale-boosting strategies
PREVIOUS EPISODES
AI + Human Touch: XTRAFIT’s Approach to Smarter CX
Keeping Customers Happy in Hypergrowth – Rentoza’s CX Playbook
How do you balance AI automation with real human connection? In this episode, Simon Wals of XTRAFIT, a leading German gym operator shares how AI empowers agents to personalise responses—without losing the human touch.
Key takeaways:
Scaling fast? Khosi Ncube, Chief Experience Officer at Rentoza, an online electronic retailer, shares how smart CX strategies and tech keep customers satisfied during hypergrowth.
Key takeaways:
CX from day one – Building a strong foundation with Zendesk
Adapting to rapid growth – Utilising social channels
AI & data-driven CX – Automating tasks while personalising support
AI + human balance for smarter customer interactions
Vision over mission—transparency and quality first
Using AI as an enhancer, with complex issues handled by agents
Scaling Customer Support with AI – HyperJar’s Success Story
With chat volumes doubling, HyperJar keeps customer satisfaction high. Jake Samson, System Manager at HyperJar, a debit card & money app, shares how they blend AI and human support to scale efficiently.
Key takeaways:
AI-powered efficiency – Introducing "Hybot" - HyperJar’s self-made AI Bot
Back to basics – Practical solutions over complexity
Customer-driven innovation – Testing and refining based on real feedback
Speakers
Khosi Ncube
Garrett Lawlor
Charlie Whitworth
Chief Experience Officer, Rentoza
VP SMB Sales,
Zendesk
Strategy and Operations Lead, Spektrix
Jake Samson
Simon Wals
Project Manager CX,
XTRAFIT
Zendesk System Manager, HyperJar
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