Insights & Research

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 busines[...] Read More

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

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

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

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 partnered[...] Read More

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

COVID-19 has affected workplaces everywhere, the impacts of which could greatly alter how different organizations will approach the way they do business. The need to identify and prepare for a shift i[...] Read More

These days, getting customer support right is more important than ever. Companies must go above and beyond to meet the needs of their customers, even as budgets tighten and workloads rise. How can sma[...] Read More

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

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