Our study focused on mature firms and customer-obsessed organizations, highlighting their strategic approaches to leveraging omnichannel strategies for sustainable growth. Here are a couple takeaways:• Personalization emerges as a key driver of successful customer communications, with a strong emphasis on tailored experiences.• While third-party channels remain popular, there is an opportunity to leverage first-party data […]
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Historically, customer experience (CX) has been a responsibility of the marketing team to improve sales, service, and commerce. However, retail teams now recognize that a superior CX requires collaboration across all departments towards a common goal of customer obsession. This involves leveraging advanced technology and data, as well as having a knowledgeable gatekeeper with a […]
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Increasing business growth and improving customer service are among the top goals for most businesses today. However, few businesses realize the link between that coveted growth and service excellence. Rather than dedicating valuable resources to tackling these imperatives independently, your business can maximize business growth by focusing teams across your business on customer service. Don’t […]
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Read this paper to learn why person-to-person selling remains an effective sales tactic that holds a surprisingly large share of wallet in today’s marketplace, and how new channels and technologies are being used to execute this tried-and-true strategy. You’ll learn how modern e-commerce technology can help you tap into this direct approach and help you […]
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Read this paper to see how consumer brands are harnessing the power of e-commerce technologies to take advantage of the large and growing opportunity of selling to small, independent stores, while overcoming the inherent complexity of the market. Learn how you can connect multiple regional platforms to your core commerce platform to offer mom-and-pop stores […]
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Most business leaders today don’t need convincing about the power of artificial intelligence (AI). They are swayed by the promise of efficient and personalized interactions at every step of the customer journey. The Zendesk Customer Experience Trends Report 2022 shows that 57 percent of leaders plan to increase their AI investment by at least 25 […]
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When customers speak with companies, they want to do so with the same digital channels they use to communicate with friends and family. And they expect the experience to be effortless. This expectation is just one aspect of the digital disruption that is upending how legacy enterprise companies do business. The stakes for these companies […]
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If companies weren’t flexing their agility muscles before the pandemic, they certainly are now. In the past year, everything has changed about the way that larger firms do business. And while getting to the top is no easy task, staying there requires constant vigilance, a willingness to discard outdated tactics, and being at ease with […]
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Zendesk commissioned Forrester Consulting to construct a Total Economic Impact™ (TEI) framework through interviews with seven decision-makers at large enterprises using Zendesk, to identify the costs, benefits, flexibility, and risk factors associated with the software. Vimeo is a SaaS company at the forefront of the video industry, empowering video creators with the tools and technology […]
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Unity is a powerful development platform that empowers creators worldwide to build real-time 3D projects across the games, animation, automotive, and architecture industries. During an era of explosive gorwth, Unity decided to address an increase in ticket volume by maximizing its CX system – rather than adding new hires. Using Zendesk tools, Unity was able […]
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Healthcare providers, payers, and vendors must balance patient experience and operational challenges like vendor communication, employee experience, and controlling costs. See how healthcare leaders are transforming their technology to deliver modern, secure experiences.
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Professionals in the biotechnology, pharmaceutical, and medical technology industries want to access customer support that’s knowledgeable, responsive, and accurate—just like anyone else. To grow and retain customers, companies in the life science industry need to create a customer service experience that meets those expectations. In this guide, you’ll learn how to unlock the power of […]
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The pandemic dealt some heavy blows to the retail industry. Lockdowns, short tempers, and supply-chain issues were just a few of the challenges that business owners have faced over the past three years. But retailers who got creative—and engaged with their customers in new and innovative ways—surged past the competition. Learn how to boost your […]
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