You have the power! Consumers, not companies, are in charge of business communications now, say Zendesk and WhatsApp This article is sponsored by:
WhatsApp and Zendesk share best practice examples of firms following their customers, not vice versa.

WhatsApp and Zendesk share best practice examples of firms following their customers, not vice versa.
For the love of Jobs, what the hell is Apple thinking about when it comes to fulfilling online orders? Not much, it seems. Brace yourself for a tale of CRM gone wrong, e-commerce ineptitude and the mysterious role of Bryan With A Bike.
An agile approach to CX means seeking to understand and assess how your customers want to communicate with you. Zendesk's Andrew Lawson shares lessons from the rise of conversational commerce.
Office redesign is a booming business as employers repurpose their workplaces to cater to the changing demands of a hybrid working world.
The best customer service is built around what your customers need, feel and think about your brand. Mukesh Mirchandani of Freshworks shares four ways to put customers first in platform design
Digital transformation got a boost from the COVID crisis, but can it continue to happen at the pace of the past 18 months? A new global study from Valoir is encouraging, unless you work in HR
Salesforce's CTO on the future of work, what Salesforce might do differently as a start-up today and what's next for Dreamforce.
Canyon Bicycles has adopted a number of Salesforce products to better help it understand its data, in order to maintain lifelong relationships with its customers.
ServiceMax CEO Neil Barua talks about the company's mission, earnings and partners - and why he wants service technicians to get the digital tools they deserve
The future of sales in a post-COVID world - Salesforce Chief Revenue Officer Gavin Patterson has a hybrid vision ahead.
Nearly two years after he joined Salesforce, Gavin Patterson talks exclusively to diginomica about what he's learned as Chief Revenue Officer.
Data is a valuable commodity, yet service leaders are still reluctant to trust asset data when it lies in disparate silos. Joe Kenny of ServiceMax asks, are you getting the most out of asset data?
Freshworks has a strong opportunity to sweep up mid-market customers that recognize the modern, changing demands of both customers and employees.