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
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.
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
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.
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