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
5 min read
3 ways UX Research strengthens your CX strategy
Most CX strategies are built around outcomes like improving CSAT, raising NPS, or reducing churn. These…
Article
Call center analytics: Key types, KPIs, and how to use them
What are call center analytics? Call center analytics involve monitoring and analyzing customer interactions within a…
Article
EU-US Data Privacy Framework and Adequacy Decision
Zendesk has long been committed to delivering trustworthy products to our customers and their users. We believe that trust is at the core of all our interactions with our customers.
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.
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
Article
6 min read
35 customer experience statistics to know for 2026
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.
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
Customer satisfaction scores (CSAT): what it is & how to measure
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.
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Join the Zendesk Experience Research Panel and help shape the future of our products.
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 2026
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?
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.
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