Fascinating new research from Zendesk has found that despite digital transformation being at the forefront of the minds among business leaders, just 44% of surveyed managers say their organisation has a low level of agility.
The company released a new report on agility that revealed the percentage of surveyed managers in nations that say their businesses have a high level of agility thanks to the workplace tools deployed by the company.
These were the Nordics at 62%, Germany at 73%, Benelux at 63%, France at 77% and the UK at 66%.
The study also found that companies that have a high level of agility see a cost reduction as a result.
Up to 9% of businesses surveyed saw a major cost reduction, 35% saw a moderate one, 44% saw a minor cost reduction, 8% said agility tools have not reduced costs and 5% said they do not yet know if they have seen a cost reduction.
And when asked to what extent does management cite agility and its tools as a vital part of the business strategy the figure was reported as just 30%.
The report reads: “To become more agile, support teams need to be able to quickly scale their operations, streamline workflows across teams and find opportunities to reduce the workload on agents.
“More agents are now working across channels. This means they need to be able to easily shift between them to meet any changes in demand for customers.”
The news comes as Zendesk announced new updates to their customer experience digital collaboration tools to further empower businesses and their agents.
These include messaging at scale, improves workplace tools and better collaboration tools and integrations.
In today’s digital-first and distributed landscape, businesses across the globe are facing the constant challenge of keeping up with ever-evolving customer needs.
Companies that aim to deliver excellent customer experiences (CX) need to adopt an agile mindset, as well as a lean and flexible approach to both technology and its implementation.
