Water utility Severn Trent is on an ongoing journey to overhaul the way it keeps in touch with customers, with WhatsApp emerging as the contact channel of choice.
Head of Technology at influential health funding body Wellcome Trust describes common platforms and leadership styles have seen a new digital approach thrive
The future is now - a hybrid, customer-centric workforce
Customers and employees alike need human connections for the best experience. Zendesk's Teresa Anania considers the possibilities in a hybrid future of work
Asana has released tighter integration with teamwork leaders Atlassian, Microsoft Teams, Slack and Zoom as it targets enterprise buyers
The pandemic sent many beauty suppliers reeling. Not John Paul Mitchell Systems. They found a way to move into hand sanitizer production for essential workers. They also created their own salon stimulus program. On the back end, Workfront made an impact on remote work. Here's why.
Workplace from Facebook is building an impressive list of large customers - can it become their core platform for enterprise digital teamwork?
Closing the books remotely amid COVID, best practices emerge
Finance teams are learning how to close the books with a remote workforce. Workday's Philippa Lawrence identifies six steps towards a successful remote close.
Workflow vendor ServiceNow and enterprise collaboration tool Workplace from Facebook aim to reduce friction within the employee experience.
Research announced by an MIT team a few months ago into enabling ad hoc video meetings reveals that there are limited options ahead...
musicMagpie is an e-commerce success story, but the onset of COVID brought fresh challenges to how the firm ran its contact center operation. In the event, the crisis has in fact changed a lot for the better.
Shutting knowledge workers out of offices has only emphasized the shift in power to the frontline staff who deliver the customer experience
NatWest’s head of Unix engineering says agile principles and employee-led networks can help boost employee experiences.
Zendesk unveils a tighter partnership with Facebook for WhatsApp messaging - what's the wider context for omni-channel customer engagement?
Is Adobe's $1.5 billion acquisition of work management pioneer Workfront all about marketing or are their wider ambitions in play?
Many companies underestimate how far online collaboration can go - not ThoughtSpot. Their story of building a major new product release - ThoughtSpot Cloud - via Zoom-based collaboration brings many lessons. Here's what I learned.
Dropbox CEO Andrew Houston said that the company’s shift to ‘Virtual First’ is helping guide product development.
