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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CX Trends in Europe 2021 (4): In uncertain times, agility is key 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…

CX Trends in Europe 2021 (3): High-performing companies are more likely to have adopted omnichannel support Infographic

CX Trends in Europe 2021 (3): High-performing companies are more likely to have adopted omnichannel support

When it comes to adding tech, it’s adapt or get left behind: 46% of companies in…

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.

CX trends 2021 in the tech and software industries: Towards a new era of customer engagement? Article

CX trends 2021 in the tech and software industries: Towards a new era of customer engagement?

Europe’s tech sector is now worth four times what it was five years ago as some…

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.

Retail in Europe: Reigniting growth after the ‘great reset’ Article

Retail in Europe: Reigniting growth after the ‘great reset’

According to the European Journal of Social Psychology it takes between 18 and 260 days to…

How do customers really feel about conversational AI? 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…

CX Trends in Europe 2021 (2): Digital interactions in Europe and the UK surge to an all-time high Infographic

CX Trends in Europe 2021 (2): Digital interactions in Europe and the UK surge to an all-time high

Customers have new expectations shaped by interactions with sectors that have grown fastest since COVID. Around…

How CX is critical for the new digital world of financial services Article

How CX is critical for the new digital world of financial services

The adoption of mobile over the last 20 years has dramatically changed the face of financial…