CX Trends in Europe 2021 (6): Teams look to adapt quickly and work smarter

Zendesk’s 2021 Customer Experience Trends Report looked at data from more than 90,000 companies across 175 countries on the Zendesk platform, including 29,000 businesses in Europe and the UK. In our series 'CX Trends in Europe" we look at the most interesting findings for our audiences in Europe and the UK.

Published April 21, 2021
Last updated May 21, 2021

In an increasingly decentralized (working) world, companies have to rethink the way in which they can intelligently organize the collaboration of distributed teams. Regardless of whether it is a matter of keeping an eye on their performance indicators, staying in contact with their colleagues or feeling supported by their company: many employees still lack the right tools to work in this new and often spatially dispersed world of work to be successful. For example, the report found that 49 percent of customer support staff in Germany said they didn't have the right tools to successfully work from home.

The vast majority of teams are navigating new tools and processes.

Fig, 1. Which tools or processes has your team started since the COVID-19 outbreak (Percentage of surveyed CX managers)?

With ongoing volatility, service and support teams need to find ways to keep up with their customers. The ability to quickly adapt to changing customer needs has been cited by customer experience executives as the biggest challenge in 2020 and a top priority for years to come.

Fig 2. Investment in internal help desks is forecast to double post-COVID (Percentage of surveyed tech decision makers)


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