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How to set SMART goals for customer service 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…

Retail in Europe: Reigniting growth after the ‘great reset’ 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…

The fight to end world hunger can begin with gratitude Article

The fight to end world hunger can begin with gratitude

Why Zendesk adopted food insecurity as an area of focus in 2021

How do customers really feel about conversational AI? 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…

CX Trends in Europe 2021 (2): Digital interactions in Europe and the UK surge to an all-time high 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…

How CX is critical for the new digital world of financial services 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…

CX Trends in Europe 2021 (1): Messaging gets a boost 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…

Customer service flowchart: find out what it is, what it is for, and how to make one 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.

Three great knowledge management examples to help you and your customers 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.

AI in customer service: what it is, how to use it and its impact on your company 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.

Live chat vs. phone support: which should you choose?  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. 

CX is at a digital tipping point – here’s what IT leaders can prepare for  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. 

The importance of customer service benchmarking Article

The importance of customer service benchmarking

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

Redefining CX for a new era – CX Trends in Europe 2021 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,…

How to embrace new behaviours in 2021 Article

How to embrace new behaviours in 2021

2020 brought on a seismic shift in consumer trends, but many industries are adapting.

What ‘the customer is always right’ means in a digital-first world 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. 

Digital natives are here to transform your CX 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.

What is Platform as a Service? PaaS examples, applications, and advice 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…

3 ways B2Cs can improve their CX by proactively supporting consumers throughout their journey 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…

How are you catering to the army of new digital shoppers? 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…