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Executive insights

Workforce optimisation: The ultimate guide for 2024

Workforce optimisation makes processes more efficient and employees more productive, and gives more flexibility to your bottom line. Learn more about it below.

Latest stories

3 min read

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.

AI and automationCustomer experienceReports

4 min read

Why CX Champions must continue raising the bar on excellent customer service

You have built a powerful support organisation, an achievement worth celebrating. But now what? Learn what other CX Champions are doing to continue providing innovative service.

Reports

4 min read

Rising to the top — these CX leaders are up for solving complex service challenges

Trying to find the right balance between human agents and AI? Customer data split across systems and apps? Struggling to hire and retain support talent? You may be a CX Riser.

Customer experienceReports

5 min read

Early on the path to CX success? Here is why the up-front investment is worth it

Customer service agents overwhelmed? No visibility into real-time data? Weak personalised service? You may be a CX Starter.

Customer experience

4 min read

Emerging into CX leadership — steps to take now to avoid costly fixes down the road

Still figuring out how and where to use AI in support? Struggling to turn customer data into a meaningful change? Are agent training programs less than ideal? You may be a CX Emerger.

Reports

White Paper
2 min read

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Get your complimentary copy of the 2021 Gartner Magic Quadrant to learn why Zendesk is recognised as a Leader.

Analyst reportsReports

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