Infographic

CX Trends in Europe 2021 (7): Companies take to flexible work

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 28, 2021
Last updated May 21, 2021

Workplaces have undergone rapid changes during the pandemic, with more teams taking on new tools and processes and moving toward flexible work. What are the trends across Europe and how do countries differ?

  • Most are looking to invest in new ways to engage employees (59% in Europe and the UK combined)
  • Half of the teams have gone remote
  • Many still don’t have the right tools to succeed remotely. For the UK 49% of surveyed managers say they don’t have adequate tools to measure success for remote teams .

Whereas around 50% of agents in most European countries say they don't have the right tools to work successfully from home, there are some notable exceptions: Benelux reports only 29% while in the Nordics 72% say so.

FEATURED CHART

Fig. 1. Percentage of managers that don’t have adequate tools to measure success for remote teams and percentage of agents that don’t have the right tools to work successfully from home.

OTHER SELECTED CHARTS IN OUR SERIES OVER THE NEXT WEEKS