Article CX is at a digital tipping point – here’s what IT leaders can prepare for
As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward.
Editor’s picks
Sales
Guide The ultimate guide to sales email automation
With this ebook, you’ll learn how to use an email automation tool to build a sales outreach process that saves time, keeps your messaging consistent, and connects you with leads the moment they’re ready to buy
Article The ultimate guide to agile sales management
Discover agile sales development principles that can be applied to empower reps, improve team performance and…
Article Upselling and cross-selling: Understanding the concepts and building a strategy
“Do you want to make that a meal?” It’s the most common offer at a drive-through…
Article Sales force management: what is it and what are the benefits?
Remove ALL your doubts about sales force management: what it is, how to plan and technological solution tips to facilitate your work (a lot)
Service
Article CX trends 2021 in the tech and software industries: Towards a new era of customer engagement?
Europe’s tech sector is now worth four times what it was five years ago as some…
Article Retail in Europe: Reigniting growth after the ‘great reset’
According to the European Journal of Social Psychology it takes between 18 and 260 days to…
Article How do customers really feel about conversational AI?
Automation got a bad reputation pretty quickly in the customer service world. Since the 1980s, calling…
Article How CX is critical for the new digital world of financial services
The adoption of mobile over the last 20 years has dramatically changed the face of financial…
Guides, research, and more
Guide The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021
In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…
Guide The digital tipping point: How SMBs can accelerate CX success in 2021
In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…
The ROI of CX transformation
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs and ROI of an enterprise-wide CX transformation.
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Latest stories Page 2
The ultimate guide to call centers
Whether you want to become a call center agent or start your own call center, here's everything you need to know before you get started.
Working remotely: Pros, cons, and secrets to success
Remote work is the new normal. Here are the benefits and challenges for companies and employees transitioning to working remotely—and how to make the most of it.
Millennials vs. Gen Z: How their customer service expectations compare
Millennials and Zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer experience expectations and preferences.
Achieve quick ROI on your CX: How small businesses innovate at scale
Small businesses can have big CX.
How to leverage data and personalization throughout the customer lifecycle
Data is key to delivering a superior customer experience. Here’s how to use the right data to provide personalization and enhance the customer journey, from sales to support.
The 8 best FAQ page examples (and how to make your own)
An FAQ page should be part of your team’s investment in customer self-service. Get inspired to create your own with these FAQ page examples from well-known brands.
Customer feedback: Get it, organize it, and make it work for you
Customer feedback is a goldmine of insights—if you know how to get it and use it well.
Never fear, integrations are here
Here are the newest integrations from Zendesk to help your team provide great experiences.
The 12 best call center software of 2021 (according to users)
Find out from real-life users what it’s like to use some of the most popular call center software.
Want to be a call center representative? Here’s what you need to know.
Find out what you’ll be doing, what qualifications you’ll need, and how much you’ll make as a call center representative.
How social advocacy is shaping retail consumer trends
Research reveals that, for the first time, consumers’ new leading value is equality.
The customer testimonial playbook: How to make customers your best advocates
Glowing testimonials from your customer will help you attract new business. From articles to podcasts to videos, these endorsements of your product or service will help you stay competitive.
Article Types of customer service: learn about the main approaches, techniques, and news in the sector
Find out what the main types of customer service are and discover different techniques, approach styles, and what's new in this field.
Article Customer support: Why is it an essential service for the relationship between the user and the company?
What is customer support and how does it work? The benefits of a service designed to bring customers and companies closer together.
Article The best templates for dealing with angry customers via email, phone and chat
Not sure what to say to calm down an angry customer? Here’s how agents can respond to upset customers and diffuse tension across channels.
Article Customer service training: 6 steps to prepare your team
Step by step on how to provide customer service training to your employees! How to engage and what are the main topics in the field.
We support the Asian American and Pacific Islander community
Following a year of xenophobic rhetoric and racist attacks amid the pandemic, Asian Americans have faced…
What makes Zendesk champions of customer service
Everyone knows customer service is important. Or at least everyone should know. Because we are all…
Article How important is data privacy to the customer experience?
Customer experience (CX) has become the business strategy, and with good reason.75% of customers are willing…
Article How 3D visualisation can drive superior customer experiences
Guest blog from Safwen Bouali, Founder and CEO, Onboard With the crisis of 2020 our transition…