Research and trends

Guides and ebooks
1 min read

Report: The State of CX Maturity among Midsize and Enterprise Companies of Europe

To help businesses make data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity. See where your team stands.

Article
4 min read

Shaping an agile culture

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

Article
3 min read

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

Article
3 min read

Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

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
9 min read

Digital-first customer service – it’s good for customers and the bottom line

The way customers expect to interact with businesses has changed.

Article
4 min read

Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

Article
10 min read

Here’s how European companies actually got faster at solving customer issues last year

When a customer contacts a support team, two things are top of mind—how quickly they can…

Article
5 min read

What retailers are missing in the digital transformation

Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.

Article
5 min read

Agile customer service

Being flexible and acting fast — these two traits have become the focus of companies across…

Article
7 min read

Customer Experience (CX) - Taking a customer-first approach

Customer experience is a term you are probably already familiar with if you’re a mid-market or…

Article
6 min read

Customer service vs. customer experience: Here’s the difference

Learn the key difference between customer service and customer experience to instantly improve how you serve your customers.

Article
4 min read

Top priorities for IT in the new normal

There are significant long-term implications for how IT is managed and supported.

Article
6 min read

Customer expectations have changed. Here’s how to keep up.

What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short.

Article
5 min read

The year of the digital tipping point - seen from the UK and continental Europe

Our Customer Experience Trends 2021 report demonstrates that two-thirds of European decision makers are saying Covid-19…

Article
8 min read

7 customer service trends to follow in 2024

Companies have put customer service at the top of their priority lists for 2021, and with…

Article
5 min read

Chatbot AI: How they help improve your organization's customer service

The chatbot or smart bot, a key tool for customer service, can provide you with many benefits. Learn about the advantages of using it and how it works.

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
10 min read

What is CX and how has it changed in 2024?

Customers are saying CX matters more than ever before. Find out how to meet shifting consumer expectations and provide exceptional customer experience.

Guides and ebooks
1 min read

How mid-to-large-sized businesses can accelerate CX success in 2021

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…