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CX Trends in Europe


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4 min read

Shaping the new customer service agenda in 2023

Much of the digital technology at our fingertips today was inconceivable 20 years ago. Some of…

Article
8 min read

Here's why you should be investing more in customer service

According to our research, standout customer service can change anyone's mind—even your most upset customers.

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4 min read

Is customer service the new marketing?

Consumer trust in traditional marketing and advertising isn’t what it used to be. According to a…

Article
4 min read

2023: The year of customer service-led growth

While leaders navigate a constantly changing reality, they must keep thinking about how to drive their…

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Excellent service becomes a critical business priority in the UK

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3 min read

Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

Article
4 min read

Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

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Infographic: The Digital Tipping Point

Article
7 min read

Becoming a future-ready business

During testing times, nothing is more important than human connection. That is exactly why this particular…

Article
5 min read

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
4 min read

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
5 min read

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…

Article
5 min read

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…

Article
5 min read

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…

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2 min read

CX Trends in Europe 2021 (1): Messaging gets a boost

The rise of new behaviours of consumers in Europe and the UK and the increasing popularity…

Article
6 min read

Redefining CX for a new era – CX Trends in Europe 2021

During times of significant uncertainty, the main thing humans want is communication. Over the last year,…

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