Blog

After its biggest-ever year of growth, the gaming market is now worth an estimated $165bn, with mobile gaming by far the most lucrative segment of the market, worth around $85bn.

Let’s be clear: digital retail has always been a competitive environment, but the global pandemic has seen a huge retail pivot to e-commerce as high street stores have been forced to close.

The Multi-Lingual Hub (MLH) approach is under pressure right now all across Europe. What are the issues they face and what does it mean for their customers? Rory Stark and Marcel Stroop ask if a perfect storm is on the horizon for this way of working.

Our Sales Consultant Matt Sims was invited to speak this week at the Nordic launch of Zendesk’s 2021 CX trends report, part of its global survey based on data from 90,000 businesses across 175 countries. Here Matt shares his take on the five CX trends that everyone needs to know about in 2021.

The shift from shopping in-store to on-screen has grown each year, but the pandemic has thrown gasoline onto the fire that was already raging for high street retail. E-commerce had its biggest year ever in 2020 and its swallowing up of legacy high street brands shows no sign of stopping.

After the year we’ve had, it’s no surprise that the whole world is gaming longer and harder than it ever has before. Mobile gaming in particular has had a stellar year, as millions of us have turned to our phones to stave off lockdown boredom.

Gaming is the world’s #1 lifestyle choice, played by more people than any other form of entertainment. We’ve had a ringside seat for its evolution, working hand-in-hand with our clients to support their customers as they enter huge, new immersive worlds.

Talent is becoming harder to find, and keeping up with customer expectations requires a 21st-century approach — enter customer service outsourcing.

The times, they are a-most-definitely-changing. As seasoned CX veterans know, plenty of the received wisdoms of third-party contact center management have received something of a battering over the last few years.