Skip to main content

Infographic 1 min read

CX Trends in Europe 2022 (9): Most companies don’t have access to the most common types of customer data

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.

Last updated April 15, 2024

The largest ‘Work from home’ experiment ever conducted has impacted everything about how we work, from the tools we need to stay productive to how we collaborate across remote teams. Over the past year, companies have seen a lot of change: support teams started working remotely or underwent layoffs, while many agents have had to carry heavier workloads or learn new tools or processes just to get the job done.

Access to holistic customer data remains a problem for many firms: Half of the companies in our 2021 survey say they don’t have access to some of the most common types of customer data.


Fig. 1. Which types of customer data are you typically able to access across systems to answer customer requests?


Related stories

4 min read

The top trends behind manufacturers' CX revolution

Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple…

4 min read

AI is becoming more evolved and seamless, but how is it impacting CX in 2023?

Today’s customers need organisations to deliver a fast, seamless customer experience (CX) that’s both personalised and…

5 min read

Why passwordless authentication holds the key to smoother CX

The recent explosion of Software-as-a-Service (SaaS) tools and the rapid increase of digital services means we’re…