Research and trends

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1 min read

What is workforce management (WFM)?

If you have employees, you need a workforce management strategy. Our guide dives into the basics of WFM so you can implement it within your business.

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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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1 min read

Human customer service: how to harness AI to enhance customer relationships

Great customer experiences are about making personal connections. Discover why human customer service is important and how you can use AI to enhance it.

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5 min read

Tech for good: How AI is empowering survivors of domestic violence

The fear of speaking out and asking for help is immense, and real, especially for the…

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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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.

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European travellers are thinking about creative ways AI can support their travel plans

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5 min read

Why manufacturers must shift gears from product to CX, powered by AI

Times are changing. According to research, sixty six per cent of manufacturers are planning to launch…

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7 min read

How the UK’s top 30 ecommerce retailers are taking online CX to the next level

Retailers across the UK have shown incredible flexibility and resilience when it came to investing in…

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CX Trends 2023: Investments in AI are paying off

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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…

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Top trends to watch in Healthcare CX

See how leading healthcare companies are transforming their technology to deliver modern, secure experiences across many different stakeholder groups.

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4 min read

The top trends behind manufacturers' CX revolution

Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple…

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Here’s how European businesses are keeping up with the latest customer expectations

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4 min read

Our top four CX trends for 2023

If the last year taught us anything, it’s that we must stay flexible and agile in…

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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

Top 5 retail trends to watch for in 2025

Explore the top retail trends of 2023, including meeting shoppers where they are, the rise of phygital and hyper-personalisation.

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4 min read

Cybersecurity in financial services: Keeping data safe in the cloud has never been more urgent

With more financial organisations investing in cloud-based customer service solutions, protecting customer data has become a vital component of security and a key concern for the C-suite in 2023 as many financial services leaders ramp up their investment in customer service.

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2 min read

Engage, deflect or convert? How Proactive Messages drive better conversational experiences

Proactive Messages help deflect tickets, convert leads and create better conversational experiences for customers.

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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.