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Agile omnichannel strategies for the post-pandemic era Article

Agile omnichannel strategies for the post-pandemic era

What already emerged as a trend in the communication between companies and customers in 2020 has…

The agile CX business: From tickets to conversations Article

The agile CX business: From tickets to conversations

A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…

Guide to the Zendesk Marketplace Guide

Guide to the Zendesk Marketplace

When your agents can deliver a great experience, customers are more likely to do business with you.

The key to customer service in 2021: daring to be more agile Article

The key to customer service in 2021: daring to be more agile

E-commerce growth in the UK has reached record highs. Across all industries, businesses that invested in improving their adaptability with digital technology are coming out of the pandemic in significantly better shape than their competitors. What lessons can businesses learn?

What retailers are missing in the digital transformation Article

What retailers are missing in the digital transformation

Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.

Employee burnout: spot the signs and prevent it from happening Article

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…

How Zendesk powers an evolving workplace Guide

How Zendesk powers an evolving workplace

Everyone is talking about employee expectations and workplace dynamics. What’s the role of the office? What does it mean to collaborate and innovate?

How CX leaders across industries can flex their agility Article

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

The business imperative of supporting your people Article

The business imperative of supporting your people

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

What is WhatsApp Business? Understanding the difference between WhatsApp and WhatsApp Business Article

What is WhatsApp Business? Understanding the difference between WhatsApp and WhatsApp Business

Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed.

2021 Employee Experience Trends Report Guide

2021 Employee Experience Trends Report

Virtually overnight, a global pandemic transformed the way that we work, collaborate and connect.

In uncertain times, agility is key Infographic

In uncertain times, agility is key

Agile customer service Article

Agile customer service

Being flexible and acting fast — these two traits have become the focus of companies across…

The future of customer experience: how VR, AR and 5G are changing customer service Article

The future of customer experience: how VR, AR and 5G are changing customer service

Over the past 15 years, new technologies have entered the market at an increasingly rapid pace…

Give your agents the context they need to solve customer problems Article

Give your agents the context they need to solve customer problems

When surveyed, more than half of customer service agents said they usually have to switch between different systems to solve a customer request.

How mid- to large-size businesses can accelerate EX success Guide

How mid- to large-size businesses can accelerate EX success

Companies have made seismic shifts in how they do business in the past 18 months.

How To Work Better And Smarter In Customer Service Guide

How To Work Better And Smarter In Customer Service

To ensure your customers are always happy, your service team needs to be happy too. By…

Customer Experience (CX) – Taking a customer-first approach Article

Customer Experience (CX) – Taking a customer-first approach

Customer experience is a term you are probably already familiar with if you’re a mid-market or…

How to invest in the right CX technology for the future of your business Article

How to invest in the right CX technology for the future of your business

Achieving business success has always been a balancing act. On one hand, it’s about understanding how…

Finding the recipe for the new, connected retail experience Article

Finding the recipe for the new, connected retail experience

To say that 2020 was a challenging year for retail is somewhat of an understatement. But…