The BPO Wake-Up Call: A Complete Guide for CX Leaders
Discover what BPO is, how business process outsourcing works, and why it has become essential for modern customer experience teams.
Rebekah Carter · 11 Dec 2025
Zoho One’s Overhaul Aims to Bring Enterprises a More Connected, AI-Ready CX Stack
Zoho One revamp aims to streamline frontline operations and enhance data sovereignty to improve enterprise customer experience.
Nicole Willing · 18 Nov 2025
The Impact of Third-Party Support and AI on Customer Comms
Customer experience (CX) is no longer confined to traditional call centers or company-managed support channels. Increasingly, customers are turning to third-...
Linoy Doron · 7 Apr 2025
HubSpot Service Hub: An Introduction, Features, & Pricing
For decades, companies took a disjointed approach to managing customer experiences, with customer-facing teams functioning in silos. HubSpot, one of the worl...
Rebekah Carter · 24 Feb 2025
Freshworks Reports "Strong" Growth, Then Lays Off 13% of Its Employees
Freshworks is letting 13 percent of its staff go following the decision to raise its annual revenue and profit forecasts. The layoffs equate to 660 employees...
Rhys Fisher · 7 Nov 2024
“Its Worst Day Since It Went Public 3 Years Ago” – What’s Going on at Freshworks?
At the start of the month, Freshworks stocks plummeted by 27 percent. The plunge occurred after the CRM stalwart made a spate of significant announcements du...
Charlie Mitchell · 16 May 2024
Zendesk Enters the Workforce Engagement Market with a Deep Offering
In March, Zendesk announced a new Workforce Engagement Suite. The offering comes after Zendesk’s July 2023 acquisition of the workforce management (WFM) prov...
Charlie Mitchell · 2 May 2024
Scottish Power, Ovo, British Gas Customer Service Maligned in Damning New Survey
Scottish Power, Ovo Energy and British Gas finished bottom among energy companies in Which?’s 2023 customer service survey, with energy also representing the...
Kieran Devlin · 22 Mar 2024
Zendesk to Acquire Service Automation Provider Ultimate
Zendesk is to acquire the service automation provider Ultimate. In an acquisition that Zendesk says will allow it to deliver the most complete AI offering fo...
Kieran Devlin · 13 Mar 2024
Zoho Achieves ‘Record’ 100 Million Users
Zoho has accrued 100 million users across more than 55 of its business applications. The CRM vendor claims to be the first SaaS company - which has never acc...
James Stephen · 5 Sept 2023
Gladly Snaps Up Thankful, Launches AI & Automation Platform
Gladly has acquired Thankful, a provider of AI-powered customer service solutions. These include agent-assist, voice of the customer, and loyalty management ...
Charlie Mitchell · 13 Jul 2023
Top 7 Reasons to Buy CX Video Solutions in 2023
CX Video solutions are becoming increasingly commonplace in the business landscape. In recent years, video has emerged as one of the most popular immersive t...
Rebekah Carter · 11 Jul 2023
Comparing Customer Experience Video Tech in 2023
Video communication has transformed the world in the last few years. Since the pandemic, companies have been relying more heavily on video to reconnect distr...
Rebekah Carter · 11 Jul 2023
Zendesk Pulls Itself Closer to Amazon Connect
Zendesk has entered into a five-year strategic collaboration agreement with AWS. The partnership aims to "provide faster, tailored conversational experiences...
Charlie Mitchell · 27 Mar 2023
8 Insightful E-Commerce Case Studies To Read In 2023
As the e-commerce environment continues to grow in a post-pandemic shopping landscape, companies from all environments are under increasing pressure to show ...
Rebekah Carter · 2 Mar 2023
Talkdesk Debut No and Low-Code Custom Call Center Tools
This Wednesday, Talkdesk, a leading cloud-based customer experience (CX) solutions provider, introduced no-code and low-code tools for creating custom contac...
Rory Greener · 18 Nov 2022
What Is Courtesy Calling, and How Can It Enhance CX?
For most customer service operations, the last two years have proven a tumultuous. Some witnessed layoffs/furloughs and high agent turnover. In contrast, oth...
CX Today Team · 20 Sept 2022
HubSpot Launches Innovations to Fight the "Current Crisis of Disconnection"
Creating connections with customers is more challenging than ever before, according to HubSpot. Ironically, a critical factor in this trend is dis connection...
Charlie Mitchell · 8 Sept 2022
Reimagining the Helpdesk: CX Today Expert Round Table
Helpdesks are growing up. From integrating natural language processing (NLP) capabilities to leaning on artificial intelligence to pre-emptively answer a que...
Zac Wang · 24 Aug 2022
Most Popular Helpdesk Reviews to Read in 2022
Helpdesk technology provides companies with the tools they need to organise customer communications, streamline service, and deliver exceptional support. The...
Rebekah Carter · 11 Aug 2022
The Hottest Trends in Helpdesk Technology for 2022
In a world of rising customer expectations and ever-more complex service conversations, helpdesks are empowering a huge range of companies. The right helpdes...
Rebekah Carter · 10 Aug 2022
A Guide to Comparing Helpdesk Tech in 2022
Helpdesk technology is often at the core of an effective customer service strategy. The right tools can align your team members around crucial information, s...
Rebekah Carter · 9 Aug 2022
Essential Helpdesk Events for your Calendar 2022
Serving customers and aligning your team in today’s complex landscape is growing increasingly difficult. As customer expectations evolve, and new avenues for...
Rebekah Carter · 5 Aug 2022
Choosing the Right Helpdesk Vendor in 2022
Helpdesk technology is one of the most valuable tools in the CX environment today. As the world of customer service becomes more complex and “omnichannel”, t...
Rebekah Carter · 4 Aug 2022
6 Reasons to Buy Helpdesk Software in 2022
Helpdesk technology has long been a valuable part of the customer service strategy. Providing a valuable environment for organising tickets, driving team eff...
Rebekah Carter · 2 Aug 2022
Most Innovative Helpdesk Vendors to Watch in 2022
As customer service demands continue to evolve, and the companies continue to prioritise CX as their primary mode of differentiation, the need for an effecti...
Rebekah Carter · 1 Aug 2022
Zendesk Teams Up With Momentive to Announce a New Integration
Zendesk has partnered with Momentive – the parent company of SurveyMonkey and GetFeedback – to offer the "GetFeedback integration with Zendesk." Combining Ze...
Charlie Mitchell · 28 Jul 2022
The Future of Zendesk Following Its Acquisition
Watch and subscribe on YouTube. In this session we debate the recent acquisition of Zendesk, discussing: What the low valuation of Zendesk means for the rest...
Charlie Mitchell · 15 Jul 2022
Zendesk Is Preparing to Sell Up, Says Reports
Following the fallout after its failed acquisition of Momentive Global, Zendesk is now working with advisory firm Qatalyst Partners on a potential sale. Howe...
Charlie Mitchell · 22 Apr 2022
“A Mockery!” - Zendesk Shareholders Call for Change
Prominent shareholder Jana Partners has launched a stinging attack on the Zendesk c-suite as the fallout of its failed $4.1BN acquisition of Momentive Global...
Charlie Mitchell · 12 Apr 2022
7 Innovative Helpdesk Ticketing Systems for 2022
Modern day helpdesk ticketing systems do much more than monitor contact reasons. Thanks to advancements in AI and cloud-enabled API integrations, leading ven...
CX Today Team · 12 Apr 2022
An Introduction to CRM Ticketing Systems
Fortune Business Insights research shows that the global CRM market size will reach $128.97 billion by 2028 from $58.04 billion in 2021. Such growth is likel...
CX Today Team · 1 Apr 2022
CX E-Commerce Case Study in Focus: Cult Beauty, Skinnydip and Zendesk
Over the last couple of years, e-commerce companies from all landscapes have seen a rapid change in the shopping habits and preferences of their customers. T...
Rebekah Carter · 30 Mar 2022
Zendesk Invests in Alliants’ Guest Experience Platform
Zendesk has invested in Alliants to help the guest experience platform provider bring its solution to a bigger, global audience. The Alliants platform aims t...
Charlie Mitchell · 28 Mar 2022
Most Popular CX Automation Reviews 2022
In an increasingly digital age, automation provides businesses from all backgrounds with the essential tools they need to innovate, improve productivity, and...
Rebekah Carter · 28 Mar 2022
What Is a Customer Experience Management Platform?
According to a 2021 Genesys report , nearly two-thirds of companies are increasing their investment in CX, even amid a pandemic-related resource crunch. In f...
CX Today Team · 24 Mar 2022
Zendesk Terminates $4.1BN Momentive Deal
Zendesk has cancelled its $4.1BN acquisition of Momentive – the parent company of Survey Monkey and GetFeedback - after it failed to receive the support of s...
Charlie Mitchell · 28 Feb 2022
Advisory Firms Question Zendesk’s Takeover Bid of Momentive Global
Proxy advisory firms have criticized the proposed takeover of Momentive Global, questioning the financial merit and logic of the deal. The news comes after m...
Charlie Mitchell · 15 Feb 2022
Freshworks Reports a 49% Year-Over-Year Revenue Spike
Freshworks’ growth has increased by 49% compared to 2020, as per its full year 2021 results. The percentage coincides with annual revenues of $371.0 million....
Charlie Mitchell · 15 Feb 2022
Helpdesk Trends for 2022
The helpdesk continues to be one of the most valuable tools for business leaders focused on ensuring amazing CX and team productivity. Capable of helping wit...
Rebekah Carter · 31 Jan 2022
Helpdesk Statistics for 2022
The helpdesk, an environment built to improve customer service, bolster ticket tagging, and align teams, is one of the most valuable tools in the CX landscap...
Rebekah Carter · 28 Jan 2022
Helpdesk 101: Defining the Helpdesk
We all need help sometimes. From customers reaching out to your organization for guidance on how to renew a subscription to employees struggling to connect t...
Rebekah Carter · 27 Jan 2022
What is Helpdesk Software? - An Introduction to Helpdesks
The term "Helpdesk" is a pretty common one in today’s digital world, but not everyone can answer the question: “what is helpdesk software?” A helpdesk is a c...
Rebekah Carter · 26 Jan 2022
ScreenMeet Now Available on Talkdesk AppConnect
Cloud solution provider ScreenMeet has launched its ScreenMeet Live on Talkdesk AppConnect. Talkdesk CX Cloud solution users will now be able to seamlessly i...
Sandra Radlovački · 11 Jan 2022
Aisera Announces GA of Ticket AI Solution
AI service management platform Aisera has announced the general availability of Ticket AI, a solution that helps companies automate and scale support organis...
Sandra Radlovački · 24 Dec 2021
Workgrid Debuts Employee Experience Integrations
Digital workplace solution Workgrid has announced a range a range of new integrations to help companies optimise the employee experience. Workgrid’s offering...
William Smith · 17 Dec 2021
Stravito Knowledge Management Debuts Slack Integration
Knowledge management solution Stravito has announced new integrations with collaboration and research platforms. The company offers a knowledge management so...
William Smith · 14 Dec 2021
Capacity Launches Mortgage Support Automation Platform
Support automation platform Capacity has announced the release of a new solution for the mortgage industry. The company framed its offering as a response to ...
William Smith · 13 Dec 2021
WalkMe and SAP Concur Partner on Employee Experience
Digital adoption company WalkMe has announced a partnership with enterprise software giant SAP, which will see the former’s solutions join the SAP Concur par...
William Smith · 15 Nov 2021
NICE Enlighten XO Review: Digital Customer Experience
Customers are expecting more from their service interactions with companies. Today, if you’re going to convince your client to stick with your brand, you nee...
Rebekah Carter · 27 Oct 2021
Moveworks Debuts Multilingual Conversational AI Platform
Conversational AI platform Moveworks has announced new multilingual support capabilities in English, Spanish, Italian, French, German, or Portuguese. The com...
William Smith · 21 Oct 2021
Lakeside Software Debuts Prevent for Proactive IT Support
Digital experience management provider Lakeside Software has announced a new proactive IT support solution within its updated Digital Experience Cloud platfo...
William Smith · 20 Oct 2021
Samsung Implements Yext Support Answers AI Search
AI search company Yext has announced a partnership with technology giant Samsung to provide its search solution to Samsung’s help site. Yext’s enterprise sea...
William Smith · 18 Oct 2021
VMware, ControlUp Partner on WFH Network Performance
Virtualisation technology company VMware and digital employee experience management company ControlUp have announced a partnership on work from anywhere solu...
William Smith · 6 Oct 2021
Simplr: Brands Unprepared for Holiday Customer Service
Customer experience solution provider Simplr has released a new study into how ecommerce brands are unprepared for a holiday surge in customer service inquir...
William Smith · 1 Oct 2021
Leena AI Raises $30mn for Employee Experience Platform
HR Conversational AI startup Leena AI has announced its latest Series B round of funding. Leena AI offers a platform for resolving employee queries autonomou...
William Smith · 29 Sept 2021
JustAnswer Launches Employee Expert-on-Demand Platform
Expert-on-demand platform JustAnswer has launched a service specifically for employees, intended to be offered as an employee benefit. The company provides a...
William Smith · 27 Sept 2021
Ruby Boosts Wages for Virtual Reception Offering
Virtual reception and chat services company Ruby has announced new policies for employee growth and retention. The company offers services, products and anal...
William Smith · 17 Sept 2021
A Guide to Managing Mobile CX in 2021 and Beyond
Mobile customer experiences (mobile CX) are poised to overtake all other channels very soon. In 2016, Google found that more than 50% of web traffic now come...
Anwesha Roy · 17 Sept 2021
Thought Industries, SearchUnify Partner on Personalised Search
B2B customer education and external training platform Thought Industries and cognitive AI search platform SearchUnify have announced a new partnership. Thoug...
William Smith · 13 Sept 2021