Research and trends

Guides and ebooks
1 min read

The digital tipping point: How SMBs can accelerate CX success in 2024

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

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

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.

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

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
5 min read

How knowledge-centred service benefits customer support teams

What is knowledge-centred support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger

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 2024 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…