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.

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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

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…

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.

Shaping an agile culture Article

Shaping an agile culture

In 2020, just 16 per cent of executives said they were confident that their firm’s drive…

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…

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…

Digital-first customer service – it’s good for customers and the bottom line Article

Digital-first customer service – it’s good for customers and the bottom line

The way customers expect to interact with businesses has changed.

Agile practices (1):  Building agile support teams Article

Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

Here’s how European companies actually got faster at solving customer issues last year 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…