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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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…

What retailers are missing in the digital transformation 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.

2021 Employee Experience Trends Report Guide

2021 Employee Experience Trends Report

Virtually overnight, a global pandemic transformed the way that we work, collaborate and connect.

Agile customer service Article

Agile customer service

Being flexible and acting fast — these two traits have become the focus of companies across…

Customer Experience (CX) – Taking a customer-first approach 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…

Customer service vs. customer experience: Here’s the difference Article

Customer service vs. customer experience: Here’s the difference

Learn the key difference between customer service and customer experience to instantly improve how you serve your customers.

Top priorities for IT in the new normal Article

Top priorities for IT in the new normal

There are significant long-term implications for how IT is managed and supported.

Customer expectations have changed. Here’s how to keep up. 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.

The year of the digital tipping point – seen from the UK and continental Europe 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…

7 customer service trends to follow in 2021 Article

7 customer service trends to follow in 2021

Companies have put customer service at the top of their priority lists for 2021, and with…

Chatbot AI: How they help improve your organization’s customer service 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.

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…

What is CX and how has it changed in 2021? 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.

The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021 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…

The digital tipping point: How SMBs can accelerate CX success in 2021 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…

Customer service types: learn about the main approaches, techniques, and news in the sector 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

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.

Employee experience: internal help desks and the future of work 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

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

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.