Report: The State of CX Maturity among SMBs of Europe

To help businesses make data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity. See where your team stands.

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6 min read

Making hybrid working work for your team

To say the concept of hybrid working is on everyone’s mind, would be an understatement. Over…

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8 min read

How to talk to your team about improving your CX

Customer experience is everything. And by everything, we mean that CX is every single feeling a…

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9 min read

How to use Facebook Messenger for customer service

Messaging has emerged as one of the most popular support channels. Here’s how (and why) you can use Facebook Messenger for customer service.

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.

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6 min read

What is knowledge management?

Knowledge management (KM) is the process of storing, processing, and sharing organisational knowledge; that is, the…

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7 min read

How to use data to make your customer relationship management more effective 

If your business has any contact with customers, then you have a wealth of data at…

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7 min read

CX Maturity: How does your organisation stack up?

If you’re a CX professional, you’ve probably heard it said that the majority of today’s companies…

Infographic

Infographic: Employee Experience (EX) at the tipping point

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4 min read

Agile leadership for CX organisations

If the past year has taught us anything it’s that change can happen extremely fast. COVID-19…

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4 min read

Shaping an agile culture

In 2020, just 16 per cent of executives said they were confident that their firm’s drive…

The future of work for IT teams is supporting hybrid workforces

IT teams don’t always get the credit they deserve for keeping the company running smoothly. They also don’t always have the tools they need to work effectively and provide a seamless experience.

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4 min read

Fast, flexible and customer-obsessed: Reimagining agile customer support at scale

“Agility is the ability to adapt and respond to change … agile organizations view change as…

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3 min read

Agility in Action (3): Design your team to stay productive through change

Whilst becoming agile allows companies to respond faster and better to changing customer trends and benefit…

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18 min read

Cold calling scripts: 14 examples, templates, and tips

Cold calling scripts can help you get more leads and reach sales goals. Get tips on how to write effective scripts, and start crafting your own with our free templates that actually work.

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3 min read

How can sales management tools benefit your customers? 

Sales management software is a great way to keep all of your customer data and customer…

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4 min read

Can chatbots make the insurance industry more human?

When you think insurance, you probably don’t think digital innovation. For most of us, shopping for…

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3 min read

Agility in Action (2): Invest in flexible technology to allow your organisation to meet their customer experience goals

We previously examined the importance of self-service options and messaging as a way of making it…

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5 min read

Real-life lessons from agile customer support organisations

Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…

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5 min read

Agile practices (4): Prioritising fast responses with live channels and social messaging

There’s no magic formula for agility. What works for your team (and your customers!), may not…