CX Trends 2023: immersive CX marks the dawn of a new era in service
Despite economic turbulence and rising customer expectations, companies remain optimistic about the future. That hope is grounded in plans to invest in immersive CX, which is being driven by five distinct trends.
Editor’s picks
Sales
Why building a connected sales organisation that can navigate uncertainity is the need of the hour
Discover the most pressing issues for sales organisations today, what the dawn of conversational CRM means for their tech stack, and how firms are planning to navigate the year ahead.
Why you need to connect sales and customer service right now
Creating memorable customer experiences is the buzzword on everyone’s mind. But what does that actually mean in practice? And why does it matter?
What is the buyer’s journey? Definition, stages, and examples
Gain a deeper understanding of your audience’s path to purchase so you can improve your sales and marketing efforts.
How to craft a foolproof go-to-market strategy (+ examples)
With a go-to-market strategy, you can turn your product concepts into tangible goods without chaos or confusion.
Service
Streamline call centre BPO management with data-driven WFM
As support teams brace for an economic downturn, many are leaning on customer service outsourcing to cut costs.
How companies can make the most out of Buy Now Pay Later services
This year, many European customers are eagerly waiting for Black Friday to finally purchase the items…
COP27 and ESG: What businesses should look out for at this year’s conference
It’s time for our wake up call. We are being warned that we are at the…
“Funding squeeze” does not spell doom and gloom for startups seeking VC
Cooler heads will prevail in the new startups funding landscape. Check out these tips for continued growth and success.
Culture
Revealed: The simple secret to boosting SME productivity
Many of us start the new year with good intentions, but halfway through January, you may…
Science-based targets are the key to sustainable business
To help combat climate change, many companies are setting science-based emissions reduction targets. Learn more about these efforts and the impact they can have on the planet.
Beyond barriers: shining a light on Black History Month in the UK
How Zendesk partners are taking meaningful strides to fight racism, raise awareness about ethnic-based discrimination, and building strong communities.
How communicating in a simple and concrete manner boosts effectiveness
Ever been on a train and wondered what the announcer is talking about? Whether it’s adding…
Trending
Why it's time for the public sector to join the digital fast lane
Whether we like it or not, recent events have catapulted us into the digital world. Three…
Why crypto's future rests on CX
Since Bitcoin’s release in 2009, cryptocurrencies (cryptos) have been grabbing the headlines. In the last few…
Spain’s Customer Service Law: an opportunity for growth
Endlessly waiting for a response to customer queries is more than just an inconvenience of modern…
Revamping the checkout experience
The checkout point is the most important stage of the customer journey for retailers, a moment…
Guides, research and more
Manage costs, support growth and drive retention during an economic slowdown
During periods of economic instability and uncertainty, customer service leaders face some touch challenges. These generally…
Why your business needs the Science of Sales
Sales success has traditionally been considered an art, honed by sales veterans over years of deals…
Breaking down the silos between sales and service
Our free ebook describes how to bring your sales and service teams together so you can drive business growth.
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Latest stories
How to track and improve your customer loyalty
Businesses need loyal customers. But gaining and maintaining customer loyalty is hard work. Zendesk’s CX Trends…
Why product knowledge is essential in customer service
Excellent customer service depends on knowing what you’re selling like the back of your hand. Business…
Know it all with a chatbot for customer service
Chatbots are a great way for companies to keep up with growing customer expectations. As AI-powered…
Big Brands CRM Case Studies 2022
Customer service is becoming increasingly important. Zendesk’s CX Trends Report 2022 revealed that 60 per cent…
Talk the talk and walk the walk with inbound process
Even in the digital age, inbound call centres play an important role in customer support. For…
What makes a business successful?
Running a successful business is hard work. Juggling orders, support, and accounts takes dedication and perseverance—undoubtedly…
The World’s Most Productive Countries in 2022
Learn which countries are the most productive, what makes them so successful, and what business productivity tactics you can use to emulate their success.
Let’s get phygital: blurring online and IRL retail customer experiences
In 2023, retailers should create a seamless experience for customers across all channels.