Change is the only constant in the retail service industry. That’s certainly been true in the past several years, when a record number of customers flocked to online channels to do their shopping. Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally. For retailers to compete in today’s crowded market, they need to create excellent customer relationships in all the places people shop—online and in brick-and-mortar stores.

The e-commerce market has exploded over the past few years and is continuing to grow at an accelerated rate. By 2023, online retail sales are anticipated to reach.17 trillion. With more people doing their shopping online than ever before, e-commerce CX has become a priority for many businesses. With a highly competitive landscape of as many as 12 million e-commerce companies, delivering easy and convenient customer experiences is more than a differentiator—it is a necessity for brand success.

To provide the best customer support at any phase in your customer’s lifecycle, your teams need access to contact and company data—and every team must have access to the same information. This requires a centralised location for all relevant communications and open support tickets, and the ability to streamline information between sales, marketing and support teams.

The digital employee experience (DEX) spans the entirety of an employee’s interactions with their digital workplace — new employee onboarding, managing healthcare benefits, company newsletters, employee engagement surveys, project management dashboards, and more. So, why are companies making so many mistakes with its design? We have answers.

Have you heard of agile project management or hybrid team management before? Although the words might seem difficult and complicated, we assure you they are not. In fact, agile project management might even make it easier and faster for you and your hybrid team to complete projects. Hybrid teams have emerged across the business landscape as a result of the introduction of technological developments and cost pressure brought on by greater globalization.

For developers, collaboration goes beyond instant messaging apps or project management tools. Information gaps between departments, personnel, and operations support may exist, especially when developers have a big workload or are working on a complex code or project. A newer collaboration model can help developers streamline their work and eliminate information silos that delay decision-making. A level up from older tools, ChatOps is also known as ‘conversation-driven collaboration’.

In OneDesk, your resource management tools, such as the workload view, make use of the user’s availability. User availability is calculated based on their working hours and the amount of work assigned to them. The user calendar is a view that is available for each user of your organization. The user calendar allows you to set a user’s individual working hours, create vacation events, and view an individual’s planned and actual work.

In today's IT industry, customer experience is often lauded as essential to a company's success. But what about the employees? They're actually interfacing with customers daily, so their experience is just as significant – if not more so. That's why enterprises are looking to build out digital employee experience programs, according to HappySignals’s latest report.

According to Gallup, the U.S. employee engagement slump continues. The ratio of engaged to actively disengaged employees has been falling consistently since 2019, hitting a recent low in 2022 of just 1.9 to 1. For every 19 engaged employees who are out there giving a company their all, another 10 are actively working to undermine those efforts. On the surface, it might sound like the balance is in favor of engagement. After all, there are almost two engaged employees for every disengaged one.

Financial services are an industry in transition. Digitization touches almost every aspect of business, and the impact of digital technologies will only increase in the upcoming years. With changes in technology, the very core of finance - like transactions and related processes - is changing. This impacts other areas of business, too. Customers are expecting better digital services, meaning that the way teams collaborate also needs to transform and digitize.