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How to get your chatbot to stay on brand

What do you do when your chatbot doesn’t behave in a way your customers like? That…

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World Humanitarian Day: It takes a village

Learn more about our partner organisations that are supporting humanitarian aid workers all over the world, and—most importantly—how you can help.

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It’s time to swap the Great Resignation for the Great Retention

As well as changing how we work, the pandemic has radically altered employee expectations of who…

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Christmas gift shopping behaviour has changed - Now is the time for retailers to adapt

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3 post purchase strategies to improve retailers’ customer experience

Have you ever made a late night purchase online, only to realise you have put in…

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Building empathy with your customers

Showing empathy for new and existing customers has become essential to customer service as the need for thoughtful and efficient responses has increased.

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CRM in service is learning how to make conversations count

CRM in service is changing how we think, how we communicate with customers, and how we measure our success.

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How insurance firms can go for growth in changing times

There are three key trends that are currently shaping the way we look at insurance. First,…

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Christmas is coming. How retailers can be merry this season.

Discover how retailers can deliver a memorable yet affordable shopping experience during this holiday season in a climate where inflation is soaring and consumer confidence is at its lowest.

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A retailer’s ultimate guide to seamless CX

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How to build your partner network to leverage growth

Whilst attending SaaStr Europe in Barcelona last month, I held a series of one-to-ones with SaaS…

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What is employee experience? Guide for the future of work

Get up to speed on employee experience best practices for the future of work.

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Are brands ready for us to start shopping in the Metaverse?

Watching your favourite football team play (and hopefully win!) is one of life’s great joys. That’s…

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How to avoid toxic, digital workplace habits and keep remote workers happy and healthy

Rex Fan, Lead Behavioural Insights Advisor at Bupa UK, shares with us the toxic digital habits that we should look out for–and strive to avoid–in the workplace to promote a healthy work-life balance and mental wellbeing.

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Pride month ends, the action continues

Zendesk celebrated Pride 2022 under the theme of Love Sparks Action. Here's how we will continue to support LGBTQIA+ rights and champion diversity, equity, and inclusion for all.

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The 3 keys to successful automated brand interaction

The only way to deliver exceptional conversational CX at scale is through automation. With so much on the line, it’s time we went back to the basics and unpacked what it takes to lay the right foundation for automated brand interaction.