Reports
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,…
Latest stories
How stereotypes in chat may not be too helpful
We’re all familiar with the conventional wisdom around how to use gifs, emojis and a generally…
5 biggest gaps in customer service for mid-size companies
Companies like Amazon and Uber have set the standard for customer service, which means that keeping…
Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre
See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company
4 surprising findings on big companies and customer support
One size doesn’t fit all when it comes to running a support team.
New Zendesk research: how to go omnichannel
Omnichannel has rapidly become the standard for meeting customer expectations in support.
New Zendesk research: omnichannel and better support
Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.
5 Customer experience trends for 2018
Businesses that improve upon their customer experience through technological advances, while also prioritizing what the customer wants ahead of other considerations, will gain a competitive
The importance of benchmarking customer service
No one needs to tell you that a great customer experience is critical to a company’s success.