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

Article
5 min read

How AI can improve the hotel guest experience

Summer’s approaching, it’s time to pack your bags and jet-set-go! Usually, the things we look forward…

AI and automation Artificial intelligence Customer experience

5 min read

The advantages of using Facebook for business

Over 160 million businesses use Facebook every month, and according to their reports, the platform had reached 2.8…

Article
4 min read

This is how confidence can help your customer service

Well-trained customer service representatives also elevate a company’s brand and reputation, resulting in positive word of…

Customer support

Article
6 min read

Why creative bot names help build your brand – and better customer relationships

Sometimes a rose by any other name does not smell as sweet – particularly when it comes to your company's chatbot. Learn how to choose a creative and effective company bot name.

AI and automation Artificial intelligence

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
7 min read

What is customer experience optimisation? (+3 actionable tips)

The tech landscape and consumer expectations are ever-changing, which means you’re never truly “finished” with customer experience optimisation. But a few tactics can help boost your efforts.

Customer experience

Article
6 min read

Understanding customer lifecycle management

Businesses need to prioritise customer lifecycle management to both attract customers and retain them. Here’s how to get started with your own client lifecycle management programme.

Customer support

Article
6 min read

Using TikTok as an enterprise business

You might be an avid user of TikTok already, or perhaps your son, daughter, niece, or…

Article
5 min read

8 behaviours of a cohesive team

A cohesive team is at the core of any successful business. A cohesive team can be…

Article
7 min read

Using TikTok for customer service: 4 brand examples + takeaways

TikTok has catapulted from home dance routines to a medium for just about everything—including customer support. Take a look at how four prominent brands are using TikTok to boost their CX.

Customer experience

Article
10 min read

13 ways AI will improve the customer experience

Use artificial intelligence to enhance the customer experience at every stage of the buyer’s journey.

AI and automation Artificial intelligence

Article
5 min read

How customer experience is helping payment companies and digital banks to differentiate

As consumers, we are living our lives through technology – and increasingly mobile technology at that.…

Article
4 min read

How insurtech disruptors are teaching the industry a valuable lesson in customer experience

There’s nothing like living through a global pandemic to put insurance firmly front of mind. Capgemini’s…

Customer experience

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.