
What ‘the customer is always right’ means in a digital-first world
This customer service philosophy is more relevant than ever, but it doesn't mean what you might think.
Guides, research, and more

Customer service gets conversational
A lot changed in 2020, customer behaviors included. Not only did they reach out to companies…

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.

Gartner’s predictions for 2021: CRM customer service and support
As your approach to customer service matures, the complexity of your customers’ issues increases.
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Here’s why customer service benchmarking is so important
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

The hottest CX trends for retailers are anything but trendy
Amidst industry upheaval, a focus on the customer experience is a mainstay.

Scottish nonprofit teams up with Zendesk’s Tech for Good program to feed the hungry
Edinburgh’s Empty Kitchens, Full Hearts turns food waste into hot meals for citizens in need.

How to embrace new behaviors in 2021
2020 brought on a seismic shift in consumer trends, but many industries are adapting.

Stop for a CX moment— 4 industry leaders on thriving under adversity
As the world adjusts to the “new reality” of the pandemic, industry leaders look back on…

Digital natives are here to transform your CX
Regardless of whether or not companies were ready, the pandemic accelerated the digital technology adoption timeline from five years to three months.

What is Platform as a Service? PaaS examples, applications, and advice
In 2020, the office went virtual. Meetings moved from boardrooms to Zooms, watercooler conversations became Slack…

3 ways B2Cs can improve their CX by proactively supporting consumers throughout their journey
The world has changed, and so have consumer expectations. Consumers want products, services, and solutions fast…

Report: Over the Top (OTT) Support
Video streaming services are more popular than ever. Here's what OTT companies can do to rise above the noise.

How to authentically embody corporate social responsibility
The concept of corporate social responsibility (CSR) originated with companies having to clean up after their…

All new Suite, radically simple
Zendesk has evolved how we design, develop, and deploy our customer service solutions. The new Suite offers powerful communication tools in one radically simple solution that's easy to buy, set up, deploy, and use

How to provide great social media customer service on Instagram
Download the guide for tips on connecting with customers on Instagram.

How knowledge centered service benefits customer support teams
What is knowledge centered support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger

New year, new books. Here’s how introverts can get an edge on networking
The Introvert’s Edge to Networking, published January 2021, is not—as some of us might wish—a book…

How to introduce support reps to your CX strategy
When shifting your CX strategy, your support representatives are an important resource. They know your product…

A customer service guide to conflict resolution
Resolving customer conflicts doesn't have to be unpleasant. Adopt FBI-level conflict resolution techniques to improve your customer experience.

Hone your storytelling skills for effective leadership
Storytelling is an art and skill that only a handful of leaders wield effectively. Like so many so-called “soft skills” that have long been undervalued, storytelling is rarely taught as part of a career curriculum.

16 customer service tips for 2021 and beyond, backed by customer service Champions
Customer service tips for customer service Champions.

Deliver better ecommerce customer experiences with Zendesk and Shopify
Give your agents instant access to customers' details and order information—all inside Zendesk.

How nonprofit Raheem champions social justice by enabling an easy and safe way to report police violence
Headquartered in Oakland, Calif. and taking reports from across the country, Raheem provides a digital space where anyone can create a publicly accessible record of police violence.