As a researcher interested in teamwork and team effectiveness, March 2020 was a fascinating moment for me. Around the world, knowledge workers at organisations large and small were suddenly forced to work from their homes. As we scrambled to get a read on the effect this was having inside Atlassian, we also commissioned an international, multimodal study to capture and make sense of the impact on individuals and teams across a range of industries as they grappled with these extraordinary changes.

Reimagining work and management for a more flexible, productive and balanced future

Introducing new product innovations to help teams to collaborate, connect to their partners and systems and get work done.

The Future Forum launches the Remote employee experience index to help organisations to redesign work

Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the day by flying out a bridesmaid dress, or a support rep saves a life by realizing the caller was having a stroke. “We tend to think of customer experience as these big old moonshots, and going above and beyond, and just knocking socks off,” says Samantha Chandler, one of Zendesk’s customer success team managers.

Don’t bother choosing between speed and quality when it comes to customer experience, because businesses need both to be among the best. Speed plus effectiveness is the formula for CX success, according to findings by Enterprise Strategy Group (ESG) Research. Leading CX orgs are customer-centric to the hilt; they resolve customer issues more quickly, all while handling more customer requests overall and engaging with those customers on more channels.

A good customer service interaction can lift your entire day. It’s no surprise that an excellent front-line team has the power to elevate your entire customer experience operation—especially when that operation is on the small side.

A company’s customer experience (CX) operation can mature just like people, careers, and bottles of wine, but only if it gets the high level of investment and prioritization necessary to reach that goal. The road to CX maturity means taking a few wrong turns, acknowledging mistakes, and putting lessons into practice until they become process. Leaders might have rough ideas about where they stand on this front, and many might say they know with certainty.

When it comes to customers, experience matters. Customer experience—commonly known as CX—is the impression customers have of a brand depending on every touchpoint in their buyer’s journey. With the rapid digital transformation of companies and the expanding use of technology and cloud computing in the global marketplace, customers now have a glut of interaction options at their fingertips. As the customer has gone nimble, so has CX.

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