Research and trends

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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…

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9 min read

5 digital banking customer experience trends to consider for 2025

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…

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

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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.

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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.

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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
7 min read

Breaking the silence: How AI is giving a voice to domestic violence survivors

Humiliation. Anger. Hurt. Betrayal. Pain. Fear. Anxiety. Guilt. Shame. Self-blame. Denial. These are just a sliver…

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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…

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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…

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4 min read

The impact of automation and AI on manufacturing

A digital revolution in manufacturing is underway. For manufacturers that embrace these new technologies, the opportunities are vast.

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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.

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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,…

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Why ESG is a key ingredient in creating a next-generation business

A robust ESG strategy is no longer a “nice to have” but a critical differentiator for brands and an imperative for business growth.

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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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4 min read

The ultimate guide to CX in FinTech

How can FinTechs create a winning customer experience? We share expert advice and examples for boosting your CX.

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The service recovery paradox

How businesses can turn service failures into success and boost customer satisfaction by tapping into the hidden opportunities that mistakes presents.

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Christmas gift shopping behaviour has changed - Now is the time for retailers to adapt

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What is employee experience: the essential guide for 2025

Everything you need to know to create a happy, motivated, and productive workplace.