Customer Experience

Customer Service Operations: The Proactive Approach with Zendesk

Happy Agents = Happy Customers: Empower Your Customer Service Team to Lead the Way

New Customer Service Ops Guide: Introducing Full-Case Ownership

In the world of digital transformation, keeping the focus on the customer experience is paramount. Systems are complex and increasingly distributed, which makes it difficult...

How PagerDuty Leverages Customer Service Ops to Delight Customers

Connection, empathy, and speedy responses are more important in the Customer Support world today than they ever have been before. I’m writing this while sitting...

Digital Transformation in Banking: Transforming Financial Services With Incident Management

Financial services institutions have been facing pressure to modernize their operations for years. But legacy architecture and processes—along with compliance regulations—have made rapid innovation difficult...

Customer Experience: The Good, the Bad, and the Ugly

This article was previously published by Raconteur. Unmanageable workloads often have a knock-on effect on the customer experience (CX), and businesses can no longer afford...

Fuelling Always-On Digital Services in the Financial Sector

The financial services sector in Australia has undergone seismic change recently with the rise of neo disruptors and a cashless society driven by the pandemic....

Improve Customer Experiences & Collaboration Between Support and Engineering With Bidirectional Communication

We are delighted to announce our new PagerDuty integration for Salesforce Service Cloud. This integration empowers Customer Service, Engineering, and IT teams to proactively resolve...

A Day at Sea as a CSM on the S.S. PagerDuty

Tuesday isn’t exactly the most exciting day of the week—unless you’re a taco devotee—but we Customer Success Managers (CSM) at PagerDuty always have something exciting...

The State of Unplanned Work: Key Findings

It’s a new world order: Skynet has taken over. Just kidding. But it sometimes feels that way, doesn’t it? In the words of Marc Andreessen,...

Getting Ahead of the Customer Experience

We all know how important the customer service experience is. But getting customer service right is hard because it isn’t always easy to anticipate or...