The agility playbook – how larger firms can score a competitive advantage in CX

If companies weren’t flexing their agility muscles before the pandemic, they certainly are now. In the past year, everything has changed about the way that larger firms do business. And while getting to the top is no easy task, staying there requires constant vigilance, a willingness to discard outdated tactics and being at ease with the uncertainties that come with change.

Zendesk surveyed nearly 4,000 customer experience and customer service business leaders, managers and agents for this agility playbook. We also analysed top agility capability data from more than 90,000 Zendesk companies across 175 countries to help enterprise businesses stay ready, no matter what comes next.