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
Article | 5 min read

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
Article | 7 min read

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
Article | 7 min read

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
Article | 9 min read

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?
Article | 5 min read

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
Whitepaper | 2 min read

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
Article | 6 min read

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
Article | 5 min read

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.