Queen Elizabeth II 1926-2022

AI take-aways from the Zendesk “CX Trends 2022” report

While we remain agnostic when expanding customer experience (CX) technologies, it is important that we highlight the creative and new approaches in the CX tech marketspace. Zendesk recently released their customer research report,“CX Trends 2022” and interestingly these insights play on achieving more during a financial downturn by focusing on the customer, rather than taking resource and investment away from service delivery.
Piggy bank drowning in water

How to handle increased customer vulnerability

A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and know how to navigate emotive conversations.
A smiling group at a desk holds onto a large cloud cutout illustrating cloud services
Piggy bank needs rescue

CX trends and advice for inflationary periods

With the current stresses on consumer income and no sign of inflationary pressures easing, brands will have to work harder to encourage customer spending, support and retain employees, and maintain their market position.
Is your CX feeling the squeeze?

Is your CX feeling the squeeze?

The cost-of-living crisis puts additional pressure on the CX industry, which has already been hit hard by the pandemic. How we react to this – and ultimately re-emerge following it – will be reliant on strong people, processes, and an unwavering focus on CX. Strong partners focused on nurturing employees may help to weather the “perfect storm.”
Colleen McCann photo

HGS