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Insights & Research

We draw on the extensive expertise of our global network of senior executives and leaders, combined with the vast industry knowledge of our own research team, to produce valuable premium content with real-world insights to help you keep up-to-date and make strategic, timely, and well-informed decisions.

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July, 28 2021

Zendesk The Agility Playbook

If companies weren't flexing their agility muscles before the pandemic, they certainly are now - and it can be a major competitive advantage.   With original data and actionable insights from CX busin[...] Read More

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July, 14 2021

Zendesk The Digital Tipping Point

In 2020, companies made seismic shifts in how they do business. Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and conn[...] Read More

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March, 08 2021

Zendesk CX Trends Report 2021

New customer expectations, spiking support requests, and working apart—yep, that was 2020. We’ve gathered data from 90,000 companies and fused it with findings from global surveys of customers, agents[...] Read More

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December, 14 2020

Top 5 Articles of 2020 to progress your CX journey

With 2020 coming to a close, and the continued impact COVID has had on businesses, we have collated the 5 best must read articles to progress your CX journey into 2021. Read More

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November, 19 2020

CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success

Delivering a great CX is among many business leaders' top priorities, but it's hard to know where to devote time and resources to make it happen.  To help businesses plan accordingly, Zendesk partnere[...] Read More

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October, 21 2020

Forrester Report: Choosing the right CX solution for your business - Partnered content with Zendesk

Evaluating new customer service technologies can be overwhelming. With new platforms, deployment methods, and rising customer expectations, the customer service tech ecosystem has grown more and more [...] Read More

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August, 01 2019

The Biggest Challenges Faced In CX

Tell us a bit about your background and how you ended up in your current role. I have over 15 years’ marketing experience within FMCG, Tourism and Financial Services. I’ve worked as a marketing genera[...] Read More

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August, 01 2019

Driving value and insight driven decision-making

Tell us a bit about your background and how you ended up in your current role.  I have always worked in software, but as technology moved on I spent more and more time in customer facing roles. I have[...] Read More

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August, 01 2019

Shifting towards a more customer focused culture

What is the biggest challenge you face within your role today and how are you looking to tackle it? I think a challenge faced by many more traditional organisations (including our own) is how to put a[...] Read More

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July, 19 2019

Understanding the Value of Good Customer Experience (Gateway Bank)

It’s now clear that all parts of your business need to be CX focussed – not just the front office. Gateway Bank is an example of a company so obsessed with customer centricity that they recently promo[...] Read More

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