Customer experience

Article
3 min read

Why social messaging is the future of customer experience

Challenged on the highly detailed nature of her requests to someone who is serving her, Sally…

Article
6 min read

From transactions to relationships - Four ways to fire up your CX capability today

Yesterday’s businesses saw customer service and experience divisions as expensive cost centres. Today, that view is…

Article
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…

Article
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…

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
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…

Article
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…

Article
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…

Article
5 min read

The future of customer experience: how VR, AR and 5G are changing customer service

Over the past 15 years, new technologies have entered the market at an increasingly rapid pace…

Article
4 min read

How agile customer support will boost high growth companies

2020 was the year when digital transformation has accelerated at an unprecedented speed. Amongst the companies…

Article
4 min read

How can European ecommerce businesses thrive in post-pandemic times?

The meteor strike that was COVID-19 at the start of 2020 sent shockwaves across the retail…

Article
4 min read

How can European ecommerce businesses thrive in post-pandemic times?

The meteor strike that was COVID-19 at the start of 2020 sent shockwaves across the retail industry.

Article
4 min read

How businesses can benefit from omnichannel personalisation

It’s not surprising that most of us switched to online shopping when physical stores shut down…

Article
4 min read

Towards a digital-first world? The reset of the economy in Europe

After over a year living with Covid-19, this milestone sees us looking for signs of a…

Article
1 min read

Shifting consumer sentiment pushes shoppers towards digital in a post-Covid world

It’s been recorded that 2020 was the worst year for many economies around the globe. Europe’s…

Article
4 min read

Ways to innovate into 2023 – and beyond

Let’s be honest. The way in which we operated at the start of 2020 will never…

Article
7 min read

Customer experience management advice from the pros

Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the…

Article
7 min read

Through the CIO lens: 5 important CX trends for 2020

Discover more CX trends that we're seeing in 2020 and find out how CIOs are in a unique position to drive their organisations towards customer centricity.

Ebook
1 min read

Fairness in the customer relationship

Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.

Ebook
1 min read

Cultivating customer loyalty by supporting choice making

Every customer likes to choose from a wide array of options, right? Well, maybe not.