Sales

How to lead a digital transformation Article

How to lead a digital transformation

With both customers and employees embracing the digital economy, more and more businesses are pursuing digital transformations.

What is social selling? Definition, index and examples Article

What is social selling? Definition, index and examples

Build brand credibility and customer relationships online through social selling.

Cold calling scripts: 16 examples and templates (+ call tips) Article

Cold calling scripts: 16 examples and templates (+ call tips)

Cold calling scripts are one of the most useful tools for connecting with prospects in a friendly, productive way. If nerves are high, follow these templates very closely at first.

12 smart sales goals for your team Article

12 smart sales goals for your team

Set up the right sales goals, and you’ll be set to provide customers with a thoughtful and personal buying experience.

Service

How customer experience is helping payment companies and digital banks  to differentiate Article

How customer experience is helping payment companies and digital banks to differentiate

As consumers, we are living our lives through technology – and increasingly mobile technology at that.…

How insurtech disruptors are teaching the industry a valuable lesson in customer experience Article

How insurtech disruptors are teaching the industry a valuable lesson in customer experience

There’s nothing like living through a global pandemic to put insurance firmly front of mind. Capgemini’s…

Google Business Messages: 3 best practices for customer service teams Article

Google Business Messages: 3 best practices for customer service teams

Meet customers where they are and build stronger connections with them through Google Business Messages.

How to use Apple Messages for Business for customer service Article

How to use Apple Messages for Business for customer service

Use Apple Messages for Business to connect with customers on the Apple devices and platforms they use every day.

Culture

Making hybrid working work for your team Article

Making hybrid working work for your team

To say the concept of hybrid working is on everyone’s mind, would be an understatement. Over…

The future of customer experience: how VR, AR and 5G are changing customer service Article

The future of customer experience: how VR, AR and 5G are changing customer service

Over the past 15 years, new technologies have entered the market at an increasingly rapid pace…

Why the digital evolution starts with customer loyalty Article

Why the digital evolution starts with customer loyalty

It was Deepak Chopra who said, “All great changes are preceded by chaos.” History has taught…

A guide to building a customer-centric organisational culture Article

A guide to building a customer-centric organisational culture

Your company’s organisational culture is its identity. Learn how to build a culture that’s all about your customers.

Trending

Grocery shopping 2.0: The rise of quick commerce and the challenges for CX Article

Grocery shopping 2.0: The rise of quick commerce and the challenges for CX

During the past couple of years as we found ourselves homebound due to various Covid lockdowns…

The challenges of modern CX in financial services Article

The challenges of modern CX in financial services

On 1 October JP Morgan launched its new digital retail bank in the UK. As one…

Rising above the average: Modernising CX in Financial Services Article

Rising above the average: Modernising CX in Financial Services

The Financial Services industry is a highly dynamic and challenging environment, as seen in part 1.…

How to use Facebook chatbots to improve customer service Article

How to use Facebook chatbots to improve customer service

Facebook chatbots are your secret weapon on Messenger.

Guides, research, and more

Forrester Consulting TEI study evaluates the ROI of Zendesk

Forrester Consulting TEI study evaluates the ROI of Zendesk

Forrester Consulting evaluated the potential return on investment from implementing Zendesk products. Here's what they found.

Important Emerging Technologies in the Digital Workplace: A Gartner® report

Important Emerging Technologies in the Digital Workplace: A Gartner® report

A new report from Gartner outlines the technologies and strategic actions companies should take to prepare and succeed in the new future of work.

Report: The State of CX Maturity among Midsize and Enterprise Companies of Europe Guide

Report: The State of CX Maturity among Midsize and Enterprise Companies of Europe

To help businesses make data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity. See where your team stands.

Latest stories Page 4

Real-life lessons from agile customer support organisations Article

Real-life lessons from agile customer support organisations

Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…

Agile practices (4): Prioritising fast responses with live channels and social messaging Article

Agile practices (4): Prioritising fast responses with live channels and social messaging

There’s no magic formula for agility. What works for your team (and your customers!), may not…

What is forum software and how can it benefit customers? Article

What is forum software and how can it benefit customers?

Before there was social media, there were forums. And now there is social media, there are…

Live chat: how can you make it work for your customers? Article

Live chat: how can you make it work for your customers?

Live chat customer support is proven to be an effective way to communicate with customers or…

How to identify customer needs and expectations using data Article

How to identify customer needs and expectations using data

You may think your products or services are the bees’ knees, and you might be right.…

Is a ticketing system the best way to manage customer queries? Article

Is a ticketing system the best way to manage customer queries?

“You are number … twenty-four… in the queue.” We’ve all heard this message after calling a…

How to use knowledge management software to make customer service decisions Article

How to use knowledge management software to make customer service decisions

Knowledge management systems have revolutionised customer services over the past decade. The joined-up, database-driven blend of…

What to look for in your knowledge management system Article

What to look for in your knowledge management system

The knowledge a company holds is a crucial and integral part of its value. Along with…

Benefits and challenges of CRM marketing Article

Benefits and challenges of CRM marketing

We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…

A guide to CRM software for small businesses Article

A guide to CRM software for small businesses

As a start-up or a small business, you’ll be starting to build up your customer base…

Agility in Practice: fast responses and fast resolutions in the UK and Europe Infographic

Agility in Practice: fast responses and fast resolutions in the UK and Europe

B2B customer service: what it is and how to do it right Article

B2B customer service: what it is and how to do it right

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts.

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same? Article

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

3 steps to make digital CX more personal Article

3 steps to make digital CX more personal

Nothing has accelerated the digital shift quite like the recent pandemic. Within some weeks businesses had…

Agile practices (2): Agility starts with self-service Article

Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

What is good customer care in 2021? Article

What is good customer care in 2021?

Customer care is a core function of any business – but what does good customer service…

Styles and methods of conflict management in customer service Article

Styles and methods of conflict management in customer service

Most people try to avoid conflict in their day-to-day lives, but anyone in customer service can…

Why is customer retention important? Article

Why is customer retention important?

Many businesses measure success by new customer acquisition or increasing their customer base: the bigger the…

Five tips to effectively improve your customer experience Article

Five tips to effectively improve your customer experience

Customer service can make or break a business. But not everyone agrees on what it is…

How can technology help provide better customer care? Article

How can technology help provide better customer care?

Customer care is a key part of any business, whatever ‘customer’ means to you. And increasingly…