Research and trends
The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.
Latest stories
Guides and ebooks
1 min read
Report: The State of CX Maturity among Midsize and Enterprise Companies of Europe
To help businesses make data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity. See where your team stands.
Article
4 min read
Shaping an agile culture
In 2020, just 16 per cent of executives said they were confident that their firm’s drive…
Article
3 min read
Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?
If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…
Article
3 min read
Agile practices (2): Agility starts with self-service
Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…
Article
9 min read
Digital-first customer service – it’s good for customers and the bottom line
The way customers expect to interact with businesses has changed.
Article
4 min read
Agile practices (1): Building agile support teams
With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…
Article
10 min read
Here’s how European companies actually got faster at solving customer issues last year
When a customer contacts a support team, two things are top of mind—how quickly they can…
Article
5 min read
What retailers are missing in the digital transformation
Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.
Article
5 min read
Agile customer service
Being flexible and acting fast — these two traits have become the focus of companies across…
Article
7 min read
Customer Experience (CX) - Taking a customer-first approach
Customer experience is a term you are probably already familiar with if you’re a mid-market or…
Article
6 min read
Customer service vs. customer experience: Here’s the difference
Learn the key difference between customer service and customer experience to instantly improve how you serve your customers.
Article
4 min read
Top priorities for IT in the new normal
There are significant long-term implications for how IT is managed and supported.
Article
6 min read
Customer expectations have changed. Here’s how to keep up.
What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short.
Article
5 min read
The year of the digital tipping point - seen from the UK and continental Europe
Our Customer Experience Trends 2021 report demonstrates that two-thirds of European decision makers are saying Covid-19…
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Article
8 min read
7 customer service trends to follow in 2024
Companies have put customer service at the top of their priority lists for 2021, and with…
Article
5 min read
Chatbot AI: How they help improve your organization's customer service
The chatbot or smart bot, a key tool for customer service, can provide you with many benefits. Learn about the advantages of using it and how it works.
Article
4 min read
Towards a digital-first world? The reset of the economy in Europe
After over a year living with Covid-19, this milestone sees us looking for signs of a…
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