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AI is becoming more evolved and seamless, but how is it impacting CX in 2023?

Today’s customers need organisations to deliver a fast, seamless customer experience (CX) that’s both personalised and…

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Why passwordless authentication holds the key to smoother CX

The recent explosion of Software-as-a-Service (SaaS) tools and the rapid increase of digital services means we’re…

Top retail trend to watch: Omnichannel CX

Discover where consumers are shopping, what shoppers expect and how retailers can deliver great omnichannel CX.

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From the Customer’s lens: Order to cash - the Issue of integration in manufacturing

Many of the largest manufacturers have grown through acquisition, and this means bringing together so many…

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.

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Changing tides: Rise of D2C and why manufacturers must now think of consumer’s first

When it comes to creating processes that efficiently make quality products, manufacturing has a huge amount…

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5 digital banking customer experience trends to consider for 2024

Banks that consistently optimise the customer experience grow faster. Here are trends and best practices to help guide your CX strategy – and drive customer relationships that last.

Here’s how customer service teams are actually using AI

From bots to automated workflows under the hood, Generative AI tools for customer service driving higher productivity, happier agents and satisfied customers

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How AI can help manufacturers revamp their supply chains and be more sustainable

There has been plenty for the manufacturing industry to be concerned about in recent times. The…

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How can customer service training help during an economic downturn ?

With 74 per cent of business leaders saying that customer service has become even more important…

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How to Calculate Customer Lifetime Value (CLV)

Calculating your customer lifetime value (CLV) can seem daunting. With so many different formulas and conflicting…

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How CRM integrations strengthen your CRM solution

A recent MuleSoft survey found that the average business uses almost 900 different applications—but only 28…

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9 ways AI can help you communicate better with your customers

From chatbots to intelligent routing systems, AI is transforming how companies communicate with customers. According to…

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Why tech leaders must focus on both the customer and employee experience

Zendesk CIO and SVP of Operations, Colleen Berube, sheds light on how the employee and customer experience are inextricably linked.

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How upgrading and maintaining software can improve productivity

We all know that we should keep our apps and devices up to date. From adding…

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How to track and improve your customer loyalty

Businesses need loyal customers. But gaining and maintaining customer loyalty is hard work. Zendesk’s CX Trends…

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Revealed: The simple secret to boosting SME productivity

Many of us start the new year with good intentions, but halfway through January, you may…

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What is product knowledge? Definition + importance for CX

Product knowledge and customer service go hand-in-hand—the more agents know, the better they can serve your customers. Find out how to up your customer service team’s product knowledge and improve your CX.

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Know it all with a chatbot for customer service

Chatbots are a great way for companies to keep up with growing customer expectations. As AI-powered…

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Big Brands CRM Case Studies 2022

Customer service is becoming increasingly important. Zendesk’s CX Trends Report 2022 revealed that 60 per cent…