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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 2020

In this insightful fireside chat, we’re joined by Eva Ross, Chief Customer and Marketing Officer at Sendle

Eva shares what COVID-19 meant for them as a business, how they worked tirelessly to pivot to meet the customer needs of now, and how their communication strategy, sense of community, and their brand [...] Read More

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June, 22 2020

Zendesk - Forrester: Responding, managing, and leading during a pandemic

As we come out of lockdown and ease our way into the new normal, effective communication and leadership is vital to a smooth transition. Forrester has surveyed hundreds of customers, employers and wor[...] Read More

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June, 03 2020

Zendesk - Transitioning to and managing a remote workforce

Virtual teams present different challenges and opportunities from those of an onsite team - this is something we've all become acutely aware of in the last few months.    The dynamic between managers [...] Read More

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May, 21 2020

Zendesk - The Impact of COVID-19 on CX

With the coronavirus outbreak, customer experience teams across the globe have had to rapidly adapt amid ticket spikes, customer cancellations, market volatility, and increased uncertainty. Each week [...] Read More

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April, 07 2020

Zendesk - Work From Home Tips

In these difficult times with more and more of us working from home, managing teams and being productive is an entirely new challenge for a lot of us.   When working from home, it’s crucial that you k[...] Read More

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March, 06 2020

Zendesk - Help Your Customers Help Themselves with AI

With the variety of ways that customers reach out for support—like via email, calling over the phone, initiating a live chat—it makes sense for companies to invest in an omnichannel experience. But gi[...] Read More

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February, 10 2020

The Zendesk Customer Experience Trends 2020

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives loyalty. The data is clear: 74% of customers feel loyal to a particular brand or company 52% of custo[...] Read More

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November, 27 2019

The Age of the Customer: How companies transform their customer experience

Time and time again, we hear from our contacts asking to hear about real use cases. We have partnered with Zendesk to share their customer stories. "The customer is always right" is a phrase that Zend[...] Read More

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October, 23 2019

Gartner’s eight building blocks of CRM: Customer experience

For an increasing number of businesses, providing positive and memorable customer service experiences is a top priority—particularly when it comes to CRM. Too often, CRM approaches focus on keeping co[...] Read More

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October, 03 2019

Quantifying the business impact of customer service

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional voice and email customer service channels to meet those demands.  [...] Read More

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