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Article How to set SMART goals for customer service
The road to unhappy customers is paved with vague intentions. Ok, so that’s not precisely how…
Article 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 The fight to end world hunger can begin with gratitude
Why Zendesk adopted food insecurity as an area of focus in 2021
Article How do customers really feel about conversational AI?
Automation got a bad reputation pretty quickly in the customer service world. Since the 1980s, calling…
Infographic CX Trends in Europe 2021 (2): Digital interactions in Europe and the UK surge to an all-time high
Customers have new expectations shaped by interactions with sectors that have grown fastest since COVID. Around…
Article 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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Infographic 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 Customer service flowchart: find out what it is, what it is for, and how to make one
Optimise your customer service, standardise the process, improve customer satisfaction. Understand the importance of a customer service flowchart and how to create one.
Article Three great knowledge management examples to help you and your customers
Good design, simple browsing and easy access to information. See some examples of knowledge management and recommended practices.
Article AI in customer service: what it is, how to use it and its impact on your company
A guide to everything about artificial intelligence in customer service. What is it, how can you use it, and what is its impact on the company? Use cases and benefits.
Article Live chat vs. phone support: which should you choose?
Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when comparing live chat vs. phone support.
Article CX is at a digital tipping point – here’s what IT leaders can prepare for
As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward.
Article The importance of customer service benchmarking
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
Article 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,…
Article How to embrace new behaviours in 2021
2020 brought on a seismic shift in consumer trends, but many industries are adapting.
Article What ‘the customer is always right’ means in a digital-first world
While critics of this customer service philosophy contend that it risks enabling rude or entitled customers, it was never meant to be taken at face value. The point wasn’t that customers should always get their way - no matter how outrageous their demands. On the contrary, it was to give employees permission to genuinely listen to their customers.
Article Digital natives are here to transform your CX
Regardless of whether or not companies were ready, the pandemic accelerated the digital technology adoption timeline from five years to three months.
Article What is Platform as a Service? PaaS examples, applications, and advice
In 2020, the office went virtual. Meetings moved from boardrooms to Zooms, watercooler conversations became Slack…
Article 3 ways B2Cs can improve their CX by proactively supporting consumers throughout their journey
The world has changed, and so have consumer expectations. Consumers want products, services, and solutions fast…
Article How are you catering to the army of new digital shoppers?
Say hello to the latest digital generation. The global pandemic has created a whole new raft…