Research and trends

The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.

Latest stories

Guides and ebooks
1 min read

The digital tipping point: How SMBs can accelerate CX success in 2024

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

Article
7 min read

Customer service types: learn about the main approaches, techniques, and news in the sector

Find out what the main types of customer service are and discover different techniques, approach styles, and what's new in this field.

1 min read

The ROI of CX transformation

This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs and ROI of an enterprise-wide CX transformation.

Analyst reports White Paper

Article
4 min read

Employee experience: internal help desks and the future of work

Employers must adjust to new working methods so that employees have the tools they need to perform and collaborate effectively.Enter the internal help desk

Internal help desk

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.

Customer service gets conversational

A lot changed in 2020 – including customer behaviour. Not only did they reach out to…

White Paper

Four ways to stay ahead of the retail paradigm shifts

The retail industry is no stranger to disruption, but consumer preferences and shopping patterns have never shifted as quickly as they have in 2020.

White Paper

Article
6 min read

How do customers really feel about conversational AI?

Automation got a bad reputation pretty quickly in the customer service world. Since the 1980s, calling…

Article
7 min read

Live chat vs. phone support: which should you choose?

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when comparing live chat vs. phone support.