Customer experience

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How to talk to your team about improving your CX Article

How to talk to your team about improving your CX

Customer experience is everything. And by everything, we mean that CX is every single feeling a…

CX Maturity: How does your organisation stack up? Article

CX Maturity: How does your organisation stack up?

If you’re a CX professional, you’ve probably heard it said that the majority of today’s companies…

Fast, flexible and customer-obsessed: Reimagining agile customer support at scale Article

Fast, flexible and customer-obsessed: Reimagining agile customer support at scale

“Agility is the ability to adapt and respond to change … agile organizations view change as…

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…

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…

How agile customer support will boost high growth companies Article

How agile customer support will boost high growth companies

2020 was the year when digital transformation has accelerated at an unprecedented speed. Amongst the companies…

How can European ecommerce businesses thrive in post-pandemic times? Article

How can European ecommerce businesses thrive in post-pandemic times?

The meteor strike that was COVID-19 at the start of 2020 sent shockwaves across the retail…

How can European ecommerce businesses thrive in post-pandemic times? Article

How can European ecommerce businesses thrive in post-pandemic times?

The meteor strike that was COVID-19 at the start of 2020 sent shockwaves across the retail industry.

How businesses can benefit from omnichannel personalisation Article

How businesses can benefit from omnichannel personalisation

It’s not surprising that most of us switched to online shopping when physical stores shut down…

Towards a digital-first world? The reset of the economy in Europe Article

Towards a digital-first world? The reset of the economy in Europe

After over a year living with Covid-19, this milestone sees us looking for signs of a…

Shifting consumer sentiment pushes shoppers towards digital in a post-Covid world Article

Shifting consumer sentiment pushes shoppers towards digital in a post-Covid world

It’s been recorded that 2020 was the worst year for many economies around the globe. Europe’s…

Ways to innovate into 2021 – and beyond Article

Ways to innovate into 2021 – and beyond

Let’s be honest. The way in which we operated at the start of 2020 will never…

Customer experience management advice from the pros Article

Customer experience management advice from the pros

Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the…

Through the CIO lens: 5 important CX trends for 2020 Article

Through the CIO lens: 5 important CX trends for 2020

Discover more CX trends that we're seeing in 2020 and find out how CIOs are in a unique position to drive their organisations towards customer centricity.

The Zendesk Benchmark: 2019 customer experience trends Article

The Zendesk Benchmark: 2019 customer experience trends

Get your personalised Customer Support Performance Report Card here.

The Zendesk Benchmark: customer experience trends how-to guide Article

The Zendesk Benchmark: customer experience trends how-to guide

Your customers are comparing you to the best customer experience they’ve ever had—every time.

How artificial intelligence is making customer experience better Infographic

How artificial intelligence is making customer experience better

Article

Quantifying the business impact of customer service

Customers demand more instantaneous, personalised attention, and companies are leveraging new technologies that go beyond traditional voice and email customer service channels to meet those demands

Ebook

Fairness in the customer relationship

Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.

Ebook

Cultivating customer loyalty by supporting choice making

Every customer likes to choose from a wide array of options, right? Well, maybe not.