CX Trends in Europe 2021 (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.
Published May 12, 2021
Last updated May 21, 2021
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?
OTHER SELECTED CHARTS IN OUR SERIES OVER THE NEXT WEEKS
- (1): Messaging gets a boost
- (2): Digital interactions in Europe and the UK surge to all-time high
- (3): High-performing companies are more likely to have adopted omnichannel support
- (4): In uncertain times, agility is key
- (5): When it comes to adding tech, it’s adapt or get left behind
- (6): Teams look to adapt quickly and work smarter
- (7): Companies take to flexible work
- (8): AI remains an underutilised tool
- (9): Most companies don’t have access to the most common types of customer data
- (10): High performing support teams boost efficiency by using more workflow management tools