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.
Article
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…
Article
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…
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…
Infographic
1 min read
CX Trends in Europe 2022 (10): High performing support teams boost efficiency by using more workflow tools
What has already been shown in our CX maturity report from Oct 2020 has now been…
Infographic
1 min read
CX Trends in Europe 2022 (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
1 min read
CX Trends in Europe 2022 (8): AI remains an underutilised tool
43 percent of companies in Europe feel digital transformation has accelerated by one to three years…
Infographic
1 min read
CX Trends in Europe 2022 (7): Companies take to flexible work
Workplaces have undergone rapid changes during the pandemic, with more teams taking on new tools and…
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1 min read
CX Trends in Europe 2022 (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
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…
Infographic
1 min read
CX Trends in Europe 2022 (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…
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