Analytics 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.
Latest stories
Article
14 min read
Customer analytics 101: What it is and how it works for growth
Customer analytics helps businesses deeply understand their audience to make smarter business decisions and improve CX.
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
1 min read
How customer sentiment analysis improves the customer experience
Companies are continually looking for ways to elevate their customer experience. Learn why customer sentiment analysis could be the key.
Article
1 min read
Customer sentiment: What it is and why you need to measure it
Explore what customer sentiment is, how it’s analyzed, and why tracking and understanding it is so important to business success.
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
What every SMB retailer should put on their wish list
In the small-business retail ecosystem, a great customer experience is the gift that keeps on giving.
Article
10 min read
How tech scale-ups can improve customer experience using data
When your go-to-market (GTM) teams can easily access customer information, you can create a better experience for your employees and customers. Here's how to give GTM teams access to key data across different customer platforms and ensure GDPR compliance.
Article
12 min read
What is CSAT? (+ how to measure it)
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.
Article
6 min read
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
16 min read
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
8 min read
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
13 min read
92 customer service statistics you need to know in 2025
Here are the trends, insights, and customer service statistics to know to exceed your customers’ expectations in 2023 and beyond.
Article
8 min read
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?
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White Paper
1 min read
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.
White Paper
1 min read
Report: The State of CX Maturity Among Midsize and Enterprise Companies of North America
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of North America are driving CX success.
White Paper
1 min read
Report: The State of CX Maturity among Midsize and Enterprise Companies of Asia Pacific
Zendesk and ESG Research created a framework around CX maturity. Here's how the CX Champions of APAC are achieving success.
Article
5 min read
The best ways to protect customer information in CX
As digital experiences advance, protecting your customers' information is critical for maintaining trust.
White Paper
1 min read
Report: The State of CX Maturity among Midsize and Enterprise Companies of Europe
To help businesses make data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity. See where your team stands.
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