- Welcome
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Getting started 2 min
- Main content
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Inside Zendesk: How we create exceptional employee experiences 30 min
- Wrap up
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Course summary 4 min
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Share your feedback 5 min
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Congratulations 1 min
Inside Zendesk: How we create exceptional employee experiences
Learn how Zendesk unified IT and HR into one team, consolidated 17 support systems, and used AI to save 21,000 hours while maintaining 96% employee satisfaction.
This course takes you inside Zendesk's employee service transformation. You'll hear directly from Zendesk leaders as they share the decisions, challenges, and wins from unifying IT and HR under one leader. Through video clips, real-world examples, and practical frameworks, you'll gain a blueprint for consolidating systems, scaling with AI, and creating exceptional employee experiences from hire to retire.
Learning objectives
By the end of this course, you will be able to:
- Evaluate whether your employee service model (IT, HR, Facilities) should be unified. You'll identify the organizational changes needed to own the full employee journey.
- Design a consolidation strategy for separate support systems. You'll use department spaces, omnichannel Routing, and service catalog.
- Implement custom solutions that meet employees where they work. Examples include Slack bots and secure comments. You'll maintain data privacy and security.
Audience
This course is intended for all audiences.
Prerequisites
No prior knowledge is required.