Employee experience

Article
6 min read

Making hybrid working work for your team

To say the concept of hybrid working is on everyone’s mind, would be an understatement. Over…

Infographic

Infographic: Employee Experience (EX) at the tipping point

Article
4 min read

Fast, flexible and customer-obsessed: Reimagining agile customer support at scale

“Agility is the ability to adapt and respond to change … agile organizations view change as…

Article
3 min read

Agility in Action (3): Design your team to stay productive through change

Whilst becoming agile allows companies to respond faster and better to changing customer trends and benefit…

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.

Article
6 min read

Employee burnout: spot the signs and prevent it from happening

Last year, millions of people around the world went from working in their office, going to…

Article
9 min read

How CX leaders across industries can flex their agility

Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes

Article
5 min read

The business imperative of supporting your people

            It’s no secret that the workplace has changed quite a bit over the past year.

Article
6 min read

Reshaping your employees’ experience for a post-pandemic world

2020 has forced companies to keep a laser focus on serving the end customer better and…

Article
8 min read

Supporting your customers starts with supporting your agents

With customer engagement at a record high, nearly 70% of agents report feeling overwhelmed. Here’s why investing in the wellbeing of your employees benefits your customers too.

Article
8 min read

How we work: the employee experience reimagined

Every organisation is working out the next new normal, whether that’s a return to modified office life or a long-term version of working from home. As employees' needs and expectations rise, HR leaders must reimagine the employee experience of the future – today.

Guides and ebooks
1 min read

Four key principles for evolving the employee experience

While many companies are looking ahead to re-envision how physical offices will function, remote work is here to stay. Here's how to evolve your employees’ experience in the ever-changing next normal

Article
15 min read

The reality of uncertainty: Tim Crawford on how CIOs are thinking about the ‘next normal’.

A few months in to what remains a very strange way of living, we know a little bit about how the virus operates, but far from enough.

Article
4 min read

The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times.

Article
4 min read

Thoughts from HR: 3 effective ways to support your employees during COVID-19

Employees expect the same clear communications from their employer as they do from their favorite brands.…

Article
11 min read

By 2035, analysts expect a primarily digital society.

"Digital is changing our entire social contract, the implicit understanding of what our society is based on," said Scott Smith, Director of Webinar Content for Gartner

Article
9 min read

The future employee experience is personalized

I recently wrote a piece about sensory customer experiences for Relate where I imagined how software could create sensory work experiences that included music, visual environments and even aromatherapy

Article
2 min read

Will your support team work from a central location or virtually?

If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce

Article
4 min read

Take a customer-facing approach to your internal knowledge base

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.