Culture

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4 min read

The fight to end world hunger can begin with gratitude

Why Zendesk adopted food insecurity as an area of focus in 2021

Article
16 min read

What is digital transformation? Definition, examples & importance

Your guide to customer-centric digital transformation.

Article
6 min read

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

Colleen Berube, CIO and SVP of Operations at Zendesk, had been on the job a little…

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8 min read

What is customer-facing? Everything you need to know about customer-facing roles

Learn about customer-facing roles, what kind of people do well in them, and how to improve your own customer-facing skills.

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.

Article
7 min read

Customer onboarding guide for 2021: Purpose, examples, and best practices

Getting customer onboarding right is critical to long-term retention. Here's how to build your business’ onboarding strategy.

Article
5 min read

From 3 years to 8 weeks—digital transformation is speeding up

“We used to talk about a burning platform,” said Scott Engler, VP of Advisory for CFO/CHRO…

Article
9 min read

6 companies tackling social justice and inspiring customers

As many as 70 percent of consumers want brands to take a stand on social and…

Article
9 min read

Customer orientation: definition, examples & skills

If you want customers to be loyal to you, you have to start putting them first.

Article
15 min read

The reality of uncertainty: Tim Crawford on how CIOs are thinking about the ‘next normal’.

A few months in to what remains a very strange way of living, we know a little bit about how the virus operates, but far from enough.

Article
12 min read

Consumer trends during The Great Reset: How do we want to move forward?

As governments and businesses talk about how to open after shelter-in-place orders, there’s a lot to…

Article
12 min read

12 customer retention strategies you can copy

Retaining customers during times of prosperity as well as uncertainty starts with incorporating a set of skills and strategies to reduce customer churn and build loyalty.

Article
13 min read

How to calculate customer churn rate

When evaluated alongside a company’s other key metrics, a company’s churn rate is a powerful way to assess what a business is doing well, and where it needs to improve

Article
8 min read

11 email etiquette tips for better customer emails

Make sure your message is well-received by your customers with these tips

Article
7 min read

Three ways in which retailers can prepare for the road ahead

‘People used to go to the mall for fun? That’s weird.’ This was from my daughter,…

Article
11 min read

By 2035, analysts expect a primarily digital society.

"Digital is changing our entire social contract, the implicit understanding of what our society is based on," said Scott Smith, Director of Webinar Content for Gartner

Article
9 min read

8 cognitive biases that affect how you manage your team

Managers are expected to make split-second decisions, day in and day out, tracking who is working…

Article
9 min read

The future employee experience is personalized

I recently wrote a piece about sensory customer experiences for Relate where I imagined how software could create sensory work experiences that included music, visual environments and even aromatherapy

Article
6 min read

What is service recovery? 6 strategies and steps for success

Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery programme can help

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9 min read

Personalisation’s deep data foundations

Data-driven personalisation is the Holy Grail of marketing today. Various studies, mostly sponsored by retail-related organisations,…