Customer experience
Expert tips for building a customer-obsessed organization.
Latest stories
Article
6 min read
35 customer experience statistics to know for 2025
Over 50 percent of customers will switch to a competitor after a single unsatisfactory customer experience. Here's a list of 35 more customer experience statistics to share with your team.
Article
4 min read
Using AI to turn your service team into inside sales reps
Customer interactions are revenue-generating opportunities when CX agents have the right tools to boost conversion rates and increase average order values.
Article
4 min read
Drive revenue during an economic downturn
Big box platforms are limited in their ability to fuel growth. Turn ordinary interactions into personal and extraordinary revenue-generating opportunities.
Article
4 min read
Stay agile and innovative—and rein in expenses
Facing a possible recession, business leaders are making tough choices. But it’s possible to slow spending and hiring, without sacrificing quality or scale.
Article
4 min read
Driving cost savings through operational improvement
Any team viewed as a cost center can face significant challenges when financial times are tough, so it’s imperative that customer service orgs prioritize spending where it counts.
Article
20 min read
How to build a customer referral program in 2025 (+ templates)
Customer referral programs can help expand your audience and generate ongoing revenue. Learn how to build one and leverage our free templates today.
Article
18 min read
What is omnichannel? A CX guide for 2025
Omnichannel is an approach that makes it easier to communicate with customers across different channels. Learn how you can meet customers where they are and provide smooth, consistent experiences.
Article
9 min read
Customer communication: 8 tips to build an effective strategy
A strong customer communication strategy helps your team deliver consistent brand messaging and build meaningful connections with buyers.
Article
5 min read
Improve customer experiences with AI and conversational service
To produce the personalized experiences that keep customers coming back, companies must first navigate a unique set of challenges.
Discover AI innovations shaping service at Zendesk AI Summit
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Article
5 min read
Kickstarting your customer experience program
A customer experience program is a systematic approach your business takes to improve the experience. Learn how to get started and kick it into high gear.
Article
7 min read
What is customer experience optimization? (+3 actionable tips)
The tech landscape and consumer expectations are ever-changing, which means you’re never truly “finished” with customer experience optimization. But a few tactics can help boost your efforts.
Article
6 min read
Customer touchpoints: How to identify them + examples
Discover everything you need to know about customer touchpoints and use templates to map touchpoints across the customer journey.
Article
What the customer-first approach means + 9 strategic steps
Putting your customers at the center of your organizational decision-making process can directly translate to long-term relationships and business success.
Article
6 min read
Customer dissatisfaction: A guide to handling unhappy customers
Dissatisfied customers can affect your company’s reputation. Learn how to identify the various types of unhappy customers and adopt methods for saving the relationship.
Article
6 min read
What is customer intelligence (CI)? Benefits, types, + examples
Customer intelligence (CI) is the process of collecting consumer data to better understand customers and deliver personalized experiences.
Article
8 min read
Customer success vs. customer experience: What's the difference?
Customer success vs. customer experience—what differentiates the two? Find out how they’re different and how they work together to improve the customer journey.
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.
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