Customer experience

Nucleus Research report: Zendesk vs. Freshworks

Nucleus Research found that users prefer Zendesk vs. Freshworks due to our ease of use, adaptability and scalability, stronger analytics, and support and partnership.

Article
4 min read

The humanizing power of AI in CX

When implemented correctly, AI can help businesses create more personal and authentic connections with customers.

Article
7 min read

Customer experience manager: Role, skills, salary, and more

Here’s everything you need to know about customer experience management, from the essential qualifications to become a CX manager to excelling in the role.

Podcast
1 min read

Direct from Relate 2025—with Zappos Insights co-creator Robert Richman

Join us in Las Vegas where we sat down with Robert Richman, author of The Culture Blueprint, and had attendees place their bets on the future of customer service.

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

Article
6 min read

Intelligent call routing: How it works and best practices

Bid farewell to phone tag. Use intelligent routing to streamline issue resolution and connect customers with the most qualified agent to solve their problems.

Podcast
1 min read

Translating iconic experiences to a digital space—with Aesop’s Carine McGinnity

Luxury skincare retailer, Aesop, gained a cult following for offering deeply personal experiences—and yes, those amazing free samples—in its physical stores. Carine McGinnity explains how it’s working to rebuild those experiences online.

Article
9 min read

Intelligent customer experience (ICX): A guide for 2025

Businesses must deliver high-quality consumer interactions to meet rising expectations. Learn how leveraging data and AI can help create an intelligent customer experience.

Article
4 min read

Protecting customer privacy in a world of personalization

Learn how CX and security teams can work in tandem to prioritize customer privacy.

Article
1 min read

How to create an effective customer success plan (+ a template)

Deliver successful customer experiences with data-driven strategies and operational processes with a customer success plan.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
1 min read

Customer success playbook: A comprehensive guide

Customer success playbooks help align your team goals with your customers’ to drive better results and retention. Enhance your customer experience with our free success playbook templates.

Article
5 min read

Reach beyond: A CX Moment with Mizuno

Zendesk spoke with iconic sports equipment supplier Mizuno’s director of customer support about how improving communication between support teams led to better CX.

Report: IT leaders tackle new challenges with security, AI, and CX

Discover new insights and data from 1,200 IT leaders about AI, data privacy, and CX strategies.

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
12 min read

What is product-market fit? Examples and strategies to find it

Product-market fit is achieved when you find the proper market for your service or product and fulfill the needs of your target audience.

Article
5 min read

Here’s why AI is the key to more empathetic customer experiences

If empathy is what makes us human, then artificial empathy helps us deliver richer, more personal customer experiences at scale.

Article
2 min read

Customer pain points: How to identify and resolve (+ examples)

You’ve likely come across pain points in your life—road work causing a traffic jam or a…

Article
5 min read

The role of AI in making CX more accessible and inclusive

Here's how AI will help the customer experiences you offer reflect the diversity of the customers you serve.

Article
6 min read

Modern CX is long overdue in the passenger transportation industry

A travel boom is upon us. Airlines, cruise lines, and passenger railroads need to refresh their CX if they want to cash in and create loyal customers for life.