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Gartner’s nine predictions for the post-COVID future of work
Given the reality of how COVID-19 has affected workplaces everywhere, it’s reasonable to prepare for a…
Article From 3 years to 8 weeks—digital transformation is speeding up
“We used to talk about a burning platform,” said Scott Engler, VP of Advisory for CFO/CHRO…
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…
Article Consumer trends during The Great Reset: How do we want to move forward?
As governments and businesses talk about how to open after shelter-in-place orders, there’s a lot to…
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.
Article By 2035, analysts expect a primarily digital society.
"Digital is changing our entire social contract, the implicit understanding of what our society is based on," said Scott Smith, Director of Webinar Content for Gartner
Article Why omnichannel support is no fairytale
Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.