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Infographic: Business gets conversational Infographic

Infographic: Business gets conversational

Messaging best practices for better customer service Guide

Messaging best practices for better customer service

Forty-two percent of people worldwide have a smartphone and 87% of smartphone owners use messaging. Let those numbers sink in for a minute.

How agile customer support will boost high growth companies Article

How agile customer support will boost high growth companies

2020 was the year when digital transformation has accelerated at an unprecedented speed. Amongst the companies…

How can European ecommerce businesses thrive in post-pandemic times? Article

How can European ecommerce businesses thrive in post-pandemic times?

The meteor strike that was COVID-19 at the start of 2020 sent shockwaves across the retail…

Infographic: The Digital Tipping Point Infographic

Infographic: The Digital Tipping Point

Becoming a future-ready business Article

Becoming a future-ready business

During testing times, nothing is more important than human connection. That is exactly why this particular…

How businesses can benefit from omnichannel personalisation Article

How businesses can benefit from omnichannel personalisation

It’s not surprising that most of us switched to online shopping when physical stores shut down…

Why customer service matters for fintech startups Article

Why customer service matters for fintech startups

Personal finance is so important to consumers that more than one third of Americans check their…

The year of the digital tipping point – seen from the UK and continental Europe Article

The year of the digital tipping point – seen from the UK and continental Europe

Our Customer Experience Trends 2021 report demonstrates that two-thirds of European decision makers are saying Covid-19…

Towards a digital-first world? The reset of the economy in Europe Article

Towards a digital-first world? The reset of the economy in Europe

After over a year living with Covid-19, this milestone sees us looking for signs of a…

Shifting consumer sentiment pushes shoppers towards digital in a post-Covid world Article

Shifting consumer sentiment pushes shoppers towards digital in a post-Covid world

It’s been recorded that 2020 was the worst year for many economies around the globe. Europe’s…

CX trends 2021 in the tech and software industries: Towards a new era of customer engagement? Article

CX trends 2021 in the tech and software industries: Towards a new era of customer engagement?

Europe’s tech sector is now worth four times what it was five years ago as some…

Switching from live chat to messaging Article

Switching from live chat to messaging

You can switch from live chat to messaging in Zendesk with just a few clicks. Here's everything you need to know to get started.

Customer service gets conversational

Customer service gets conversational

A lot changed in 2020 – including customer behaviour. Not only did they reach out to…

Four ways to stay ahead of the retail paradigm shifts

Four ways to stay ahead of the retail paradigm shifts

The retail industry is no stranger to disruption, but consumer preferences and shopping patterns have never shifted as quickly as they have in 2020.

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…

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…

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,…

At Home and Happy? – What Remote Work Means for Customer Service

At Home and Happy? – What Remote Work Means for Customer Service

Last year was the year COVID-19 forced a shift in working practices. Could 2021 be the…