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4 min read

Why we’re all part of the diversity journey

2020-2021 was the perfect storm of crisis. Injustice and the pandemic uncertainty made us all pause,…

Article
4 min read

The challenges of modern CX in financial services

On 1 October JP Morgan launched its new digital retail bank in the UK. As one…

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4 min read

How innovative digital strategies are helping luxury brands take high-end service online

We are all living in a time of profound change, but the Covid-19 pandemic has hit…

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5 min read

How customer experience is helping payment companies and digital banks to differentiate

As consumers, we are living our lives through technology – and increasingly mobile technology at that.…

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

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4 min read

How insurtech disruptors are teaching the industry a valuable lesson in customer experience

There’s nothing like living through a global pandemic to put insurance firmly front of mind. Capgemini’s…

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4 min read

Rising above the average: Modernising CX in Financial Services

The Financial Services industry is a highly dynamic and challenging environment, as seen in part 1.…

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3 min read

Why social messaging is the future of customer experience

Challenged on the highly detailed nature of her requests to someone who is serving her, Sally…

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5 min read

Proactive service: A problem isn’t a problem if you can fix it before it happens

If you really want to get to know your customers – their deepest desires, their pain…

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5 min read

How to grow your customer support when scaling your business

According to research by Dealroom and Sifted, Europe has 70 unicorns. And the volume of cash…

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6 min read

From transactions to relationships - Four ways to fire up your CX capability today

Yesterday’s businesses saw customer service and experience divisions as expensive cost centres. Today, that view is…

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7 min read

Using case swarming to resolve customer issues

With customers demanding more from businesses in terms of customer service and accessibility, it’s never been…

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7 min read

What is user adoption and how to achieve it

When your organisation decides to implement a new product, software or tool for employees or customers…

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5 min read

Why Customers Stop Using Your Services And How To Prevent It

Securing customer loyalty and attracting new clients is vital to every successful business. But the balance…

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6 min read

New customer challenges in a post-pandemic world

Depending on which side of the coin you’re on, you might think that change can be…

Article
6 min read

How to use customer service to promote business growth

When it comes to growing a business, it’s not all about expansion and profit margins. Customer…

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6 min read

Google Business Messages: 3 best practices for customer service teams

Meet customers where they are and build stronger connections with them through Google Business Messages.

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7 min read

How to use Apple Messages for Business for customer service

Use Apple Messages for Business to connect with customers on the Apple devices and platforms they use every day.

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5 min read

How to develop an HR team that hires the best sales reps

Great sales reps can be the most important people in your business. The very best have…

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6 min read

How to create a compelling sales value proposition

Your sales value proposition is one of the most important tools in your arsenal when it…