Research and trends

Article
6 min read

How do customers really feel about conversational AI?

Automation got a bad reputation pretty quickly in the customer service world. Since the 1980s, calling…

Article
7 min read

Live chat vs. phone support: which should you choose? 

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when comparing live chat vs. phone support. 

Article
5 min read

CX is at a digital tipping point - here’s what IT leaders can prepare for 

As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward. 

Article
4 min read

The importance of customer service benchmarking

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

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
8 min read

How to embrace new behaviours in 2021

2020 brought on a seismic shift in consumer trends, but many industries are adapting.

Article
7 min read

Digital natives are here to transform your CX

Regardless of whether or not companies were ready, the pandemic accelerated the digital technology adoption timeline from five years to three months.

Article
7 min read

What is Platform as a Service? PaaS examples, applications, and advice

In 2020, the office went virtual. Meetings moved from boardrooms to Zooms, watercooler conversations became Slack…

Article
3 min read

How to unlock growth with the Zendesk Suite

Customer experience is the new driver for business growth. Read on to learn how you can set up for success.

Article
12 min read

A customer service guide to conflict resolution

Resolving customer conflicts doesn't have to be unpleasant. Adopt FBI-level conflict resolution techniques to improve your customer experience.

Article
11 min read

16 customer service tips for 2025 and beyond

Customer service tips for customer service Champions.

Article
4 min read

Ways to innovate into 2023 – and beyond

Let’s be honest. The way in which we operated at the start of 2020 will never…

Article
2 min read

Reimagining the future of retail

Virtual Reality and Augmented Reality have been creeping into retail for years, but COVID-19 has thrown…

Article
5 min read

Adapting to the shifting customer journey: Conversational business goes mainstream

The way humans communicate is constantly changing. From the onset of emails and mobile phone SMS…

Article
3 min read

Building the best customer experiences with Facebook and Zendesk

Facebook’s family of apps are familiar figures in our daily lives. The move to messaging marks a natural shift in communication for businesses, too. Zendesk is making it easier than ever to get started.

Article
5 min read

How the demands of Gen Z shape the future of customer service

Guest blog from Christian Blomberg, Chief Customer Officer, Solvemate It’s time to rethink your customer service…

Article
7 min read

You need a more customer-centric service strategy. Here’s why.

More companies are competing on customer service and research shows investments in this area can pay off. Find out how you can leverage CX to get ahead of your competition.

Article
6 min read

Integrations galore

Here are the newest integrations from Zendesk to help your agents provide the perfect customer experience.…

Article
3 min read

Why Cloud 100 startups are investing in CX

The Forbes Cloud 100 list recognises top cloud and software startups. Find out why so many of these companies are prioritising customer experience.

Article
6 min read

Four ways in which badges can boost community engagement

Badges are a powerful tool for increasing engagement in an online community and streamlining the conversations within it.