Improve customer experience

Retail reopening – the importance of an omnichannel service approach

As Europe begins to work through a phased scheme to ease lockdown restrictions, retailers are slowly…

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Through the CIO lens: 5 important CX trends for 2020 Article

Through the CIO lens: 5 important CX trends for 2020

Discover more CX trends that we're seeing in 2020 and find out how CIOs are in a unique position to drive their organisations towards customer centricity.

What is a help desk? Article

What is a help desk?

A help desk is an often-overlooked cornerstone of the best customer-service experience, whether internal or external. Here's how it can benefit your business.

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Centre

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Centre

Zendesk is named as a leader in the 2020 Gartner Magic Quadrant for the CRM Customer…

Content management v. knowledge management Article

Content management v. knowledge management

The real differences between content management and knowledge management – spoiler alert – scaling businesses need both

Insights to Explore: A change management guide Guide

Insights to Explore: A change management guide

The role your data plays has probably evolved since your business has grown, which means now…

Gartner: Improve Employee Experience to Drive Improvements in Customer Experience

Gartner: Improve Employee Experience to Drive Improvements in Customer Experience

Industry leaders need to recognise exactly what kind of impact employees are having on a customer’s experience and take direct steps to ensure that the employee experience is up to par.

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX Article

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

Why good employee experience is the backbone of good customer experience Guide

Why good employee experience is the backbone of good customer experience

Delivering great employee experience gives companies a leg up in executing excellent customer experiences too.