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Skills-based routing: definition, process and best practice

Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.

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5 min read

Horizontal Experience: what is it and how can companies benefit from it?

It’s no secret that customer experience is now influencing the way many companies operate. Adopting a…

Article
4 min read

Revolutionising customer support: Unleashing the power of emerging technologies

In today’s fast-paced digital landscape, businesses are constantly striving to enhance customer support experiences and optimise…

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4 min read

The top trends behind manufacturers' CX revolution

Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple…

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

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4 min read

Our top four CX trends for 2023

If the last year taught us anything, it’s that we must stay flexible and agile in…

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5 min read

The role of review management in transforming customer experience management

As businesses continue to evolve and compete in today’s highly digital and connected world, the importance…

Article
6 min read

WhatsApp chatbot: use this tool to optimise your customer service

Get to grips with everything about the WhatsApp chatbot: how it works, 4 advantages and 3 essential steps to activate and streamline your customer service

Article
4 min read

What is a sales analysis?

Sales analysis is the process of identifying and processing sales and revenue-related data. Processing this data…

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5 min read

How do you calculate your customer retention rate?

Customer loyalty comes by respecting and continuously exceeding customer expectations. According to a study published by…

Article
1 min read

Top 5 retail trends to watch for in 2024

Explore the top retail trends of 2023, including meeting shoppers where they are, the rise of phygital and hyper-personalisation.

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3 min read

Elevating women and embracing equity: How 3 organisations make a difference

See how Zendesk partners are creating more equitable workplaces, advancing women’s careers, and empowering women across the globe.

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4 min read

How Zendesk for Startups program can help startups survive the funding winter

The global startup funding landscape has notably changed over the last year. We’ve seen venture capital…

Article
10 min read

30-60-90 day sales plan: examples, tips, and template

Discover how a 30-60-90 day plan can supercharge your sales team. Learn how to write a three-month strategy to train new managers and reps, and to sell in new territories.

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4 min read

Cybersecurity in financial services: Keeping data safe in the cloud has never been more urgent

With more financial organisations investing in cloud-based customer service solutions, protecting customer data has become a vital component of security and a key concern for the C-suite in 2023 as many financial services leaders ramp up their investment in customer service.

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4 min read

Why CX is a key differentiator in the rise of embedded finance

Embedded finance has become a hot topic in the last few years, offering new revenue streams…

Article
5 min read

3 consumer trends shaping grocery retail in 2023

Grocery lives in a world of retail unlike any other–there’s no getting away from the fact…

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2 min read

Engage, deflect or convert? How Proactive Messages drive better conversational experiences

Proactive Messages help deflect tickets, convert leads and create better conversational experiences for customers.

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5 min read

How AI and data analysis can help your business provide the personalised service customers demand

With Zendesk and Amazon Web Services (AWS), businesses can deliver personalised customer experiences at scale with a solution that grows with them and integrates into their existing tech stacks.

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5 min read

A CX challenge: 3 ways utility companies can invest in their customer service

For the past year, the rise of utility bills has crept into most of our daily…