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Companies sent millions of employees home as COVID-19 closures rolled out — and IT teams rushed to find immediate solutions to ensure organisations stayed productive. This ebook unpacks the marketplace shifts and emerging trends driving the demand for improved employee experience, and the unique role IT now plays. By understanding the forces shifting our collective…

When every piece of the workday is mediated through technology, the digital experience is the employee experience. The “digital employee experience” – employees’ interactions with the tools and technology they need to get their work done, and by extension the services they need to ensure that technology works as intended – plays an enormous role…

AI is redefining what’s possible with customer service. From always-on support to backend systems that can triage tickets faster than any human team, this versatile technology has quickly raised customer expectations on what it means to offer best-in-class service. But without a smart strategy for AI implementation, many businesses are falling short. With this report,…

The State of CX Maturity: Advancing CX Maturity Is a Mission-critical Mandate A lot goes into delivering a great customer experience (CX), but it can be hard to know where to make the most strategic investments. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity…

The last thing any customer wants is a service experience that feels impersonal – or robotic. Customers want interactions to feel authentic and personal. They want past interactions to inform future conversations. And much like any other relationship, they hate repeating themselves or feeling like companies aren’t listening or learning from what they have to…

CX Trends 2022: Improve your bottom line by putting customers at the very top It’s finally time for companies to think about what comes next. And after almost two years of adapting, transforming and responding to unprecedented change, they’re looking ahead with an eye for growth. In this new environment, leaders must look to their…

Implementing the ACSC ‘Essential Eight’ mitigation strategies can save organisations considerable time, money, effort, and reputational damage. So how can you efficiently implement the key security controls and ensure compliance whilst being certain you have the most effective risk prioritisation and management in place? Take a look at the top 4 strategies and how they…

Keeping up with every vulnerability has now become virtually impossible. For businesses, and ultimately IT, the circumstances demand a comprehensive security strategy that enhances security posture, ensures continuous cyber risk management and reduces disruption. This guide serves as a starting point and framework of steps to help you advance your cybersecurity journey. Download Report

A working reference for IT Ops and security for modern patch program implementations Enterprises are increasingly relying on a risk-based approach to vulnerability management to combat the growing challenge of ransomware. Use this guide to understand the key business benefits to risk-based patch management and the five best practice initiatives you can implement. Bring real-world…

Find your flow: 1040 tax workflow best practices Are inefficient tax workflow processes costing your firm time, money, and staff overload? In this white paper, we’ll explore this question tax that preparers should consider as an increasingly complex and tech-driven environment raises the stakes for a growing number of firms. Fill the details below