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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.

Tools and templates

Latest stories

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…

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…

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.

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

Employee experience

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

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.

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.

Analyst reports

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

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