Metrics and data
Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.
What is customer satisfaction score? (+ how to measure CSAT)
Customer satisfaction score is one of the most-used metrics for measuring customer loyalty. Here’s how CSAT can help you meet consumer expectations and elevate your business.
Latest stories
Article A 3-pronged approach to creating (and scaling) legendary customer service experiences
To consistently deliver the types of experiences today’s consumers expect, leverage innovative CX analytics, QA data, and individualized agent coaching.
Article 11 customer retention metrics every support team should track
Make sure customers stick around by regularly measuring customer retention metrics and leveraging key insights effectively.
Article Customer analytics 101: How to make the most of your data
How well do you know your customers? Use customer analytics to gain a deeper understanding of your audience so you can make smarter business decisions and improve CX.
Article Here’s why you should be investing more in customer service
According to our research, standout customer service can change anyone's mind—even your most upset customers.
Article 31 customer service statistics you need to know
Discover where your customers currently stand and what they’re looking for in 2022.
Article How to build customer intelligence (and why you should)
Today’s consumers expect personalized experiences, and in order to deliver, brands need customer intelligence. Here’s how to get it and what to do with it.
Article What skills and metrics CX teams need in ecommerce: An analysis
The 2020s will be remembered as the decade where ecommerce finally gained mainstream acceptance and use—but what does that mean for CX teams trying to keep up?
White Paper Report: The State of CX Maturity among SMBs of North America
Is your CX strong, or do you need to catch up? Zendesk partnered with ESG to create this CX Maturity report.