Research and trends

Article
1 min read

Customer sentiment: What it is and why you need to measure it

Explore what customer sentiment is, how it’s analysed, and why tracking and understanding it is so important to business success.

Article
6 min read

35 customer experience statistics to know for 2025

Over 50% of customers will switch to a competitor after a single unsatisfactory customer experience. Here’s a list of 35 more customer experience statistics to share with your team.

Video
3 min read

WATCH NOW: How Spektrix continues to deliver client success while rapidly scaling in a remote world

While a number of big-name companies are attempting to drive remote workforces back to the office,…

Article

AI call centre: How voice and digital channels are changing CX

Implementing AI call centre solutions helps businesses increase customer satisfaction, boost team productivity, and scale operations.

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.

Article

What is shadow AI? Risks and solutions for businesses

Shadow AI is the unapproved use of generative AI tools and features by employees. Learn more about the risks and what IT teams can do to mitigate shadow AI.

Article

Generative AI glossary: Key AI terms for 2025 and beyond

Our generative AI glossary covers the common AI words you need to know to understand artificial intelligence, including AI agents, automation, bias, and more.

Article

AI in hospitality: Use cases, benefits, and more

AI in hospitality is helping improve customer satisfaction by making it easier for companies to deliver top-tier service and for customers to access it.

Article

What is change management? Definition + 6 key steps

Change management helps guide people through organisational changes to achieve success. Learn what it entails and explore six steps to make it work effectively.

Article

Customer enablement: What it is + why you need it

Customer enablement is critical to business success. When you educate and empower your customers, you enhance their experience and improve brand loyalty.

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AI in finance: Top use cases and benefits to know

AI in finance transforms the customer experience to create more engagement and loyalty. This guide explores the benefits of using AI in the finance industry.

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AI in e-commerce: How it’s transforming CX

AI in e-commerce enables companies to build long-term customer loyalty, boost conversions, and streamline operations—when done right. Read our guide to discover how.

Article

AI in retail: How artificial intelligence is transforming CX

When businesses harness AI in retail, they provide more effective service and boost customer loyalty. Learn how you can use this technology to impress your customers.

Article

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 healthcare: Top use cases and benefits

AI in healthcare applies intelligent technology to improve patient service, increase efficiency, and lower costs. Learn about the top use cases, benefits, and more.

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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.

Article

What is employee service management? Complete guide

Employee service management is a strategic initiative aimed at elevating employee support by streamlining HR and IT services, automating routine tasks, and empowering employees with self-service capabilities.

Article
2 min read

Employee onboarding automation process: What it is + benefits

Learn how your HR teams can leverage onboarding automation to streamline onboarding workflows and processes.

Article
5 min read

What is digital employee experience? The complete guide

A top-notch digital employee experience can help teams to be more efficient and more satisfied with their jobs, thanks to better internal support.

Article
1 min read

A beginner’s guide to generative AI for business

Generative AI can help streamline workflows, improve CX and enhance agent performance. Learn how to leverage these AI-powered tools in our guide.