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Forrester’s 2017 Customer Service Trends White Paper

Forrester’s 2017 Customer Service Trends

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service.…

Gartner’s The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical Article

Gartner’s The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical

There’s no denying it, businesses that want to prioritize customer experience will need to make big…

Nucleus Research: Zendesk yields high ROI for Trustpilot Article

Nucleus Research: Zendesk yields high ROI for Trustpilot

Founded in 2007, Trustpilot is an international provider of user-generated reviews of online businesses with customers…

Forrester’s Top 10 Customer Service Trends for 2016 Article

Forrester’s Top 10 Customer Service Trends for 2016

In this January 2016 report from Forrester Research, Inc., analyst Kate Leggett states, “In the age…

Industry Trends Webinar: The Future of Customer Service Article

Industry Trends Webinar: The Future of Customer Service

We believe that a look at the top ten customer service trends released by Forrester Research…

Gartner’s 2015 Magic Quadrant for the CRM Customer Engagement Center Article

Gartner’s 2015 Magic Quadrant for the CRM Customer Engagement Center

Note: The 2015 Gartner report referenced below is no longer available for complimentary download. But good…

Forrester’s Trends 2015: The Future Of Customer Service Article

Forrester’s Trends 2015: The Future Of Customer Service

In this March 2015 report from Forrester Research, Inc., analyst Kate Leggett states, “In the age…

The New Face of Customer Service White Paper

The New Face of Customer Service

Successful customer service is no longer about “handling” customer complaints and questions. Instead, it requires building…