Analytics and data
Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.
What are customer profiles? A complete guide, examples and free templates
Leverage data to build rich customer profiles so you can provide more relevant, personalised experiences.
Latest stories
Improve Net Promoter Score with customer service software
The world is more unpredictable than ever before. Responding to constant economic, social, environmental, and political…
Customer service reports every business needs
Zendesk’s CX Trends 2023 Report found that 40 per cent of business leaders now view customer…
What is first contact resolution (FCR)? Benefits + best practice
When used wisely, first contact resolution (FCR) can help increase agent efficiency and drive improvements in the customer experience.
How CX leaders across industries can flex their agility
Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes
Cohort analysis: What is it and how can it help you understand your customers?
Cohort analysis: Learn how to carry out a cohort analysis to understand your customers' behaviour, improve their experience and your company's competitiveness.
Gartner Magic Quadrant for the CRM Customer Engagement Centre
Zendesk is named a Leader in the Gartner Magic Quadrant for the CRM Customer Engagement Centre.
4 customer engagement metrics you should be tracking
By monitoring customer engagement metrics, you can understand how your audience is responding to your marketing content—and what could be improved to encourage more engagement
3 smart solutions to common customer service challenges
While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.