Research and trends

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.

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
4 min read

How to scale a customer success team with a low-touch approach

Contribution from Raphael Presberg, Co-founder, Nalia Many B2B SaaS startups struggle with scaling up their CS…

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…

Article
8 min read

7 customer service trends to follow in 2025

Companies have put customer service at the top of their priority lists, and with good reason.…

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…

Article
10 min read

What is CX and how has it changed in 2025?

Customers are saying CX matters more than ever before. Find out how to meet shifting consumer expectations and provide exceptional customer experience.

Guides and ebooks
1 min read

How mid-to-large-sized businesses can accelerate CX success in 2021

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…

Guides and ebooks
1 min read

The digital tipping point: How SMBs can accelerate CX success in 2025

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…

Article
7 min read

Customer service types: learn about the main approaches, techniques, and news in the sector

Find out what the main types of customer service are and discover different techniques, approach styles, and what's new in this field.

1 min read

The ROI of CX transformation

This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs and ROI of an enterprise-wide CX transformation.

Article
4 min read

Employee experience: internal help desks and the future of work

Employers must adjust to new working methods so that employees have the tools they need to perform and collaborate effectively.Enter the internal help desk

Customer service gets conversational

A lot changed in 2020 – including customer behaviour. Not only did they reach out to…

Four ways to stay ahead of the retail paradigm shifts

The retail industry is no stranger to disruption, but consumer preferences and shopping patterns have never shifted as quickly as they have in 2020.