Customer experience

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What is total experience? Definition + strategies for success

A successful total experience strategy helps you keep customers and employees satisfied. Here's how to do it right.

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AI in fintech: How AI is shaping customer experience

AI is transforming the fintech customer experience, making it more efficient, personalised, and engaging.

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4 min read

WATCH NOW: How to keep customers satisfied during periods of hypergrowth

While hypergrowth may be a problem every entrepreneur dreams of, keeping customers satisfied while a new…

Article
14 min read

Customer service ROI: How to measure and improve it

Customer service ROI is the total impact of investments in improving support quality and efficiency. Learn how to calculate and improve ROI in this guide.

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.

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5 min read

Top 10 customer experience KPIs and metrics for 2025

It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.

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2 min read

Capgemini and Zendesk: Making personalised customer experience a reality

(Zendesk partner guest article originally published on Capgemini Insights) Capgemini’s Intelligent Customer Interactions solution leverages Zendesk…

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Introducing the world’s most complete CX solution for the AI era

Zendesk was founded on the belief that CX could be better, bringing a beautifully simple, easy-to-use…

Article
4 min read

CX Trends 2025: Unlock the power of intelligent CX

Ten trends every CX leader needs to know in the era of intelligent CX, a seismic shift that will be powered by AI, automation and data analytics.

Article
4 min read

The role of artificial intelligence in enhancing the festive season shopping experience in the UK

It’s no secret that the festive holidays are one of the busiest times for most retailers…

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4 min read

The end of the survey era (as we know it) is nigh

Long gone are the days when customer service was just a department and customer experience (CX)…

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4 min read

How AI is making more intelligent CX and service agents

The best jobs don’t just pay us, they bring us satisfaction too. In fact, in a…

Ebook

Unlock personalised service at scale with a unified customer view

Learn how to deliver data-rich personalisation at scale by integrating customer insights, apps and AI in Zendesk.

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4 min read

How AI infused immersive CX can help retailers win the battle for customer loyalty

The money in our wallets doesn’t go as far as it used to. Prices are increasing—the…

Article
3 min read

New standard in CX–measuring customer emotions

Take a moment and think about your latest purchasing experiences. Can you recall buying a product…

Article
5 min read

The new frontier in finserv: immersive CX with conversational AI

Getting customer service right is vital for customer retention across all sectors, but the stakes are especially high for financial service providers, given the high lifetime value of customers, and the increasing shift from brick-and-mortar to online banking. Artificial Intelligence (AI) is playing a critical role in customer journeys, giving customers new ways to bank.

Article
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…

Article
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…

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1 min read

How customer sentiment analysis improves the customer experience

Companies are continually looking for ways to elevate their customer experience. Learn why customer sentiment analysis could be the key.