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Editor’s picks
Sales
Article How to lead a digital transformation
With both customers and employees embracing the digital economy, more and more businesses are pursuing digital transformations.
Article What is social selling? Definition, index and examples
Build brand credibility and customer relationships online through social selling.
Article Cold calling scripts: 16 examples and templates (+ call tips)
Cold calling scripts are one of the most useful tools for connecting with prospects in a friendly, productive way. If nerves are high, follow these templates very closely at first.
Article 12 smart sales goals for your team
Set up the right sales goals, and you’ll be set to provide customers with a thoughtful and personal buying experience.
Service
Article How customer experience is helping payment companies and digital banks to differentiate
As consumers, we are living our lives through technology – and increasingly mobile technology at that.…
Article How insurtech disruptors are teaching the industry a valuable lesson in customer experience
There’s nothing like living through a global pandemic to put insurance firmly front of mind. Capgemini’s…
Article Google Business Messages: 3 best practices for customer service teams
Meet customers where they are and build stronger connections with them through Google Business Messages.
Article How to use Apple Messages for Business for customer service
Use Apple Messages for Business to connect with customers on the Apple devices and platforms they use every day.
Culture
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Article Making hybrid working work for your team
To say the concept of hybrid working is on everyone’s mind, would be an understatement. Over…
Article The future of customer experience: how VR, AR and 5G are changing customer service
Over the past 15 years, new technologies have entered the market at an increasingly rapid pace…
Article Why the digital evolution starts with customer loyalty
It was Deepak Chopra who said, “All great changes are preceded by chaos.” History has taught…
Article A guide to building a customer-centric organisational culture
Your company’s organisational culture is its identity. Learn how to build a culture that’s all about your customers.
Trending
Article Grocery shopping 2.0: The rise of quick commerce and the challenges for CX
During the past couple of years as we found ourselves homebound due to various Covid lockdowns…
Article The challenges of modern CX in financial services
On 1 October JP Morgan launched its new digital retail bank in the UK. As one…
Article Rising above the average: Modernising CX in Financial Services
The Financial Services industry is a highly dynamic and challenging environment, as seen in part 1.…
Article How to use Facebook chatbots to improve customer service
Facebook chatbots are your secret weapon on Messenger.
Guides, research, and more
Forrester Consulting TEI study evaluates the ROI of Zendesk
Forrester Consulting evaluated the potential return on investment from implementing Zendesk products. Here's what they found.
Important Emerging Technologies in the Digital Workplace: A Gartner® report
A new report from Gartner outlines the technologies and strategic actions companies should take to prepare and succeed in the new future of work.
Guide Report: The State of CX Maturity among Midsize and Enterprise Companies 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.
Browse by topic
Want to take a deeper dive? We’ve got you covered.
Latest stories Page 4
Article Real-life lessons from agile customer support organisations
Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…
Article 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…
Article What is forum software and how can it benefit customers?
Before there was social media, there were forums. And now there is social media, there are…
Article Live chat: how can you make it work for your customers?
Live chat customer support is proven to be an effective way to communicate with customers or…
Article How to identify customer needs and expectations using data
You may think your products or services are the bees’ knees, and you might be right.…
Article Is a ticketing system the best way to manage customer queries?
“You are number … twenty-four… in the queue.” We’ve all heard this message after calling a…
Article How to use knowledge management software to make customer service decisions
Knowledge management systems have revolutionised customer services over the past decade. The joined-up, database-driven blend of…
Article What to look for in your knowledge management system
The knowledge a company holds is a crucial and integral part of its value. Along with…
Article Benefits and challenges of CRM marketing
We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…
Article A guide to CRM software for small businesses
As a start-up or a small business, you’ll be starting to build up your customer base…
Article B2B customer service: what it is and how to do it right
It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts.
Article Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?
If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…
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Article 3 steps to make digital CX more personal
Nothing has accelerated the digital shift quite like the recent pandemic. Within some weeks businesses had…
Article Agile practices (2): Agility starts with self-service
Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…
Article What is good customer care in 2021?
Customer care is a core function of any business – but what does good customer service…
Article Styles and methods of conflict management in customer service
Most people try to avoid conflict in their day-to-day lives, but anyone in customer service can…
Article Why is customer retention important?
Many businesses measure success by new customer acquisition or increasing their customer base: the bigger the…
Article Five tips to effectively improve your customer experience
Customer service can make or break a business. But not everyone agrees on what it is…
Article How can technology help provide better customer care?
Customer care is a key part of any business, whatever ‘customer’ means to you. And increasingly…