Customer experience

Article
5 min read

The new frontier in finserv: immersive CX with conversational AI

Getting customer service right is vital for customer retention across all sectors, but the stakes are especially high for financial service providers, given the high lifetime value of customers, and the increasing shift from brick-and-mortar to online banking. Artificial Intelligence (AI) is playing a critical role in customer journeys, giving customers new ways to bank.

Article
5 min read

Horizontal Experience: what is it and how can companies benefit from it?

It’s no secret that customer experience is now influencing the way many companies operate. Adopting a…

Article
4 min read

Revolutionising customer support: Unleashing the power of emerging technologies

In today’s fast-paced digital landscape, businesses are constantly striving to enhance customer support experiences and optimise…

Article
5 min read

The role of review management in transforming customer experience management

As businesses continue to evolve and compete in today’s highly digital and connected world, the importance…

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
5 min read

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…

Article
3 min read

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…

Article
5 min read

Revamping the checkout experience

The checkout point is the most important stage of the customer journey for retailers, a moment…

Article
5 min read

Live or virtual: The future of B2B events?

While some may have missed the personal touch of in-person events during lockdown, many also enjoyed…

Article
6 min read

How European retailers can ride out the economic storm

With winter just around the corner, most consumers in Europe are putting away their summer clothes,…

Article
10 min read

How tech scale-ups can improve customer experience using data

When your go-to-market (GTM) teams can easily access customer information, you can create a better experience for your employees and customers. Here's how to give GTM teams access to key data across different customer platforms and ensure GDPR compliance.

Article

Future of fashion: stitching convenience with sustainability

To keep pace with customer expectations, the fashion industry is slowly but surely making its move towards sustainable practices. Read how weaving a focus on CX might just be the key to gaining customer trust.

Article

The service recovery paradox

How businesses can turn service failures into success and boost customer satisfaction by tapping into the hidden opportunities that mistakes presents.

Infographic

Christmas gift shopping behaviour has changed - Now is the time for retailers to adapt

Article
5 min read

3 post purchase strategies to improve retailers’ customer experience

Have you ever made a late night purchase online, only to realise you have put in…

Article

Christmas is coming. How retailers can be merry this season.

Discover how retailers can deliver a memorable yet affordable shopping experience during this holiday season in a climate where inflation is soaring and consumer confidence is at its lowest.

Infographic

A retailer’s ultimate guide to seamless CX

Article
5 min read

Are brands ready for us to start shopping in the Metaverse?

Watching your favourite football team play (and hopefully win!) is one of life’s great joys. That’s…

Article
7 min read

The 3 keys to successful automated brand interaction

The only way to deliver exceptional conversational CX at scale is through automation. With so much on the line, it’s time we went back to the basics and unpacked what it takes to lay the right foundation for automated brand interaction.

Article
4 min read

Pop-up stores bring the best of both worlds to omnichannel retail

We often associate the summer with the sporting action we’re able to enjoy. Whether it’s the…