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
Infographic CX Trends in Europe 2021 (9): Most companies don’t have access to the most common types of customer data
The largest ‘Work from home’ experiment ever conducted has impacted everything about how we work, from…
Infographic CX Trends in Europe 2021 (8): AI remains an underutilised tool
43 percent of companies in Europe feel digital transformation has accelerated by one to three years…
Infographic CX Trends in Europe 2021 (7): Companies take to flexible work
Workplaces have undergone rapid changes during the pandemic, with more teams taking on new tools and…
Infographic CX Trends in Europe 2021 (6): Teams look to adapt quickly and work smarter
In an increasingly decentralized (working) world, companies have to rethink the way in which they can…
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…
Infographic CX Trends in Europe 2021 (5): When it comes to adding tech, it’s adapt or get left behind
Most companies in Europe and the UK plan to ramp up adoption of digital tech. We…
Infographic CX Trends in Europe 2021 (4): In uncertain times, agility is key
Agents and managers agree agility is now more important: Facing unprecedented volatility, teams have looked to…