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How to use Facebook chatbots to improve customer service

Facebook chatbots are your secret weapon on Messenger.

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How to use Facebook Messenger for customer service

Not all lockdown trends stick – if your sourdough expired weeks ago, you’re not alone. But…

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3 min read

Agile retailers reimagine customer service

Inditex, the world’s biggest fashion group and owner of Zara, has announced in 2020 it will…

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A quick guide to enterprise sales (+ 4 tips to supercharge your strategy)

Get ready to take your enterprise sales to the next level.

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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6 min read

Making hybrid working work for your team

To say the concept of hybrid working is on everyone’s mind, would be an understatement. Over…

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8 min read

How to talk to your team about improving your CX

Customer experience is everything. And by everything, we mean that CX is every single feeling a…

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6 min read

What is knowledge management?

Knowledge management (KM) is the process of storing, processing, and sharing organisational knowledge; that is, the…

Article
7 min read

How to use data to make your customer relationship management more effective 

If your business has any contact with customers, then you have a wealth of data at…

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7 min read

CX Maturity: How does your organisation stack up?

If you’re a CX professional, you’ve probably heard it said that the majority of today’s companies…

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4 min read

Agile leadership for CX organisations

If the past year has taught us anything it’s that change can happen extremely fast. COVID-19…

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4 min read

Shaping an agile culture

In 2020, just 16 per cent of executives said they were confident that their firm’s drive…

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4 min read

Fast, flexible and customer-obsessed: Reimagining agile customer support at scale

“Agility is the ability to adapt and respond to change … agile organizations view change as…

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3 min read

Agility in Action (3): Design your team to stay productive through change

Whilst becoming agile allows companies to respond faster and better to changing customer trends and benefit…

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18 min read

Cold calling scripts: 14 examples, templates, and tips

Cold calling scripts can help you get more leads and reach sales goals. Get tips on how to write effective scripts, and start crafting your own with our free templates that actually work.

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3 min read

How can sales management tools benefit your customers? 

Sales management software is a great way to keep all of your customer data and customer…

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4 min read

Can chatbots make the insurance industry more human?

When you think insurance, you probably don’t think digital innovation. For most of us, shopping for…

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3 min read

Agility in Action (2): Invest in flexible technology to allow your organisation to meet their customer experience goals

We previously examined the importance of self-service options and messaging as a way of making it…

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5 min read

Real-life lessons from agile customer support organisations

Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…

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5 min read

Agile practices (4): Prioritising fast responses with live channels and social messaging

There’s no magic formula for agility. What works for your team (and your customers!), may not…