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RESEARCH, ANALYSIS & TRENDS

Digital Natives and Digital Transformers also differ in ultimately boils down to ensuring customer experience
their self-service capabilities. Digital Native help centers is at the heart of your business strategy.
have twice as many articles and a ratio of self-service
content views to total ticket volume that is five times This report helps to give Singapore's enterprise
higher than that of more traditional enterprise businesses a baseline for measuring and evaluating
companies. The takeaway for Digital Transformers is their performance on a global scale and puts customer
that investing more in self-service can lower costs, drive experience back in the pilot's seat to help propel their
better customer satisfaction scores and improve agent future success," said Sandie Overtveld, vice president
efficiency. APAC, Zendesk. (Source: Zendesk) ◊

“Today's enterprise businesses face constant pressure By MediaBUZZ
to innovate, transform and perform - from disruptors who
redefine industries, shareholders who demand better
returns, and customers who expect faster and more
personalized service. While technology is often at the
core of keeping pace with these expectations, success

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