On this episode of Spotlight, 11:FS CEO David M. Brear is joined by Eric Jorgensen - VP of Enterprise Sales, EMEA at Zendesk.

In a wide-ranging discussion, Eric gives us the background on his career journey so far and shares an overview of who Zendesk are, what their north star is, and what they're currently working on.

The pair also dive into Zendesk's latest annual CX trends report, picking out how trends, such as AI, immersive experiences and personalisation, can be applied to financial services.

Eric also advises on one thing a company could immediately do to improve their customer experience.