Four ways to stay ahead of the retail paradigm shifts

The retail industry is no stranger to disruption, but consumer preferences and shopping patterns have never shifted as quickly as they have in 2020.

Article
4 min read

CRM analytics: using data to make decisions

Take a look at the 6 main advantages of CRM analytics in order to make more assertive decisions and to optimise the company’s results.

Article
10 min read

How to set SMART goals for customer service

The road to unhappy customers is paved with vague intentions. Ok, so that’s not precisely how…

Article
5 min read

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…

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

Article
4 min read

The fight to end world hunger can begin with gratitude

Why Zendesk adopted food insecurity as an area of focus in 2021

Article
6 min read

How do customers really feel about conversational AI?

Automation got a bad reputation pretty quickly in the customer service world. Since the 1980s, calling…

Infographic
1 min read

CX Trends in Europe 2022 (2): Digital interactions in Europe and the UK surge to an all-time high

Customers have new expectations shaped by interactions with sectors that have grown fastest since COVID. Around…

Article
5 min read

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…

Infographic
2 min read

CX Trends in Europe 2021 (1): Messaging gets a boost

The rise of new behaviours of consumers in Europe and the UK and the increasing popularity…

Article
6 min read

Customer service flowcharts: Visualise your processes effectively

Optimise your customer service, standardise the process, improve customer satisfaction. Understand the importance of a customer service flowchart and how to create one.

Article
4 min read

Three great knowledge management examples to help you and your customers

Good design, simple browsing and easy access to information. See some examples of knowledge management and recommended practices.

Article
6 min read

AI in customer service: what it is, how to use it and its impact on your company

A guide to everything about artificial intelligence in customer service. What is it, how can you use it, and what is its impact on the company? Use cases and benefits.

Article
7 min read

Live chat vs. phone support: which should you choose? 

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when comparing live chat vs. phone support. 

How to provide great Facebook customer service

Learn the secrets of great customer service on Facebook with our downloadable guide.customer service on facebook

Article
5 min read

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. 

Article
4 min read

The importance of customer service benchmarking

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

Article
6 min read

Redefining CX for a new era – CX Trends in Europe 2021

During times of significant uncertainty, the main thing humans want is communication. Over the last year,…

Article
8 min read

How to embrace new behaviours in 2021

2020 brought on a seismic shift in consumer trends, but many industries are adapting.

Article
9 min read

5 reasons why the customer is always right

“The customer is always right” is often a misunderstood phrase, but it's more relevant than ever as customer experience (CX) becomes a key competitive differentiator.