Research and trends
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
Article
5 min read
The role of review management in transforming customer experience management
As businesses continue to evolve and compete in today’s highly digital and connected world, the importance…
Article
4 min read
Cybersecurity in financial services: Keeping data safe in the cloud has never been more urgent
With more financial organisations investing in cloud-based customer service solutions, protecting customer data has become a vital component of security and a key concern for the C-suite in 2023 as many financial services leaders ramp up their investment in customer service.
Article
2 min read
Engage, deflect or convert? How Proactive Messages drive better conversational experiences
Proactive Messages help deflect tickets, convert leads and create better conversational experiences for customers.
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3 min read
Changing tides: Rise of D2C and why manufacturers must now think of consumer’s first
When it comes to creating processes that efficiently make quality products, manufacturing has a huge amount…
Article
9 min read
5 digital banking customer experience trends to consider for 2024
Banks that consistently optimise the customer experience grow faster. Here are trends and best practices to help guide your CX strategy – and drive customer relationships that last.
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Know it all with a chatbot for customer service
Chatbots are a great way for companies to keep up with growing customer expectations. As AI-powered…
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Talk the talk and walk the walk with inbound process
Even in the digital age, inbound call centres play an important role in customer support. For…
Article
3 min read
CX Trends 2023: immersive CX marks the dawn of a new era in service
Despite economic turbulence and rising customer expectations, companies remain optimistic about the future. That hope is grounded in plans to invest in immersive CX, which is being driven by five distinct trends.
Article
4 min read
Drive revenue during an economic downturn
Conventional platforms are limited when it comes to fuelling growth. Turn ordinary interactions into personal and extraordinary revenue-generating opportunities.
Article
4 min read
The role of customer service during an economic downturn
Preparing for change is an always-on job. Focus on where you can see the highest return on your service investments and enable tools and features that save both time and money.
Article
4 min read
How companies can make the most out of Buy Now Pay Later services
This year, many European customers are eagerly waiting for Black Friday to finally purchase the items…
Article
6 min read
COP27 and ESG: What businesses should look out for at this year’s conference
It’s time for our wake up call. We are being warned that we are at the…
Article
7 min read
“Funding squeeze” does not spell doom and gloom for startups seeking VC
Cooler heads will prevail in the new startups funding landscape. Check out these tips for continued growth and success.
Article
5 min read
The three hottest trends in eCommerce right now
Today’s eCommerce market is on fire, evolving at a dizzying pace driven by new technology, capabilities,…
Article
5 min read
Good-enough service isn’t good enough: 3 strategies to remain competitive
The 2022 CX Accelerator report results are in: progress is stalling—even leading customer service organisations are struggling to meet SLAs and baseline customer expectations.
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