Trends and Insights
The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.
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.…
Latest stories
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…
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.
Article Shaping an agile culture
In 2020, just 16 per cent of executives said they were confident that their firm’s drive…
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…
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…
Article Digital-first customer service – it’s good for customers and the bottom line
The way customers expect to interact with businesses has changed.
Article Agile practices (1): Building agile support teams
With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…
Article Here’s how European companies actually got faster at solving customer issues last year
When a customer contacts a support team, two things are top of mind—how quickly they can…