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.
Latest stories Page 2
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…
Article What retailers are missing in the digital transformation
Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.
Guide 2021 Employee Experience Trends Report
Virtually overnight, a global pandemic transformed the way that we work, collaborate and connect.
Article Agile customer service
Being flexible and acting fast — these two traits have become the focus of companies across…
Article Customer Experience (CX) – Taking a customer-first approach
Customer experience is a term you are probably already familiar with if you’re a mid-market or…
Article Top priorities for IT in the new normal
There are significant long-term implications for how IT is managed and supported.
Article Customer expectations have changed. Here’s how to keep up.
What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short.
Article The year of the digital tipping point – seen from the UK and continental Europe
Our Customer Experience Trends 2021 report demonstrates that two-thirds of European decision makers are saying Covid-19…
Article Chatbot AI: How they help improve your organization’s customer service
The chatbot or smart bot, a key tool for customer service, can provide you with many benefits. Learn about the advantages of using it and how it works.
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…
Article What is CX and how has it changed in 2021?
Customers are saying CX matters more than ever before. Find out how to meet shifting consumer expectations and provide exceptional customer experience.
Guide The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021
In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…
Guide The digital tipping point: How SMBs can accelerate CX success in 2021
In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…
Article Customer service types: learn about the main approaches, techniques, and news in the sector
Find out what the main types of customer service are and discover different techniques, approach styles, and what's new in this field.
The ROI of CX transformation
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs and ROI of an enterprise-wide CX transformation.
Article Employee experience: internal help desks and the future of work
Employers must adjust to new working methods so that employees have the tools they need to perform and collaborate effectively.Enter the internal help desk
Customer service gets conversational
A lot changed in 2020 – including customer behaviour. Not only did they reach out to…
Four ways to stay ahead of the retail paradigm shifts
The retail industry is no stranger to disruption, but consumer preferences and shopping patterns have never shifted as quickly as they have in 2020.
Article How do customers really feel about conversational AI?
Automation got a bad reputation pretty quickly in the customer service world. Since the 1980s, calling…
Article Live chat vs. phone support: which should you choose?
Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when comparing live chat vs. phone support.