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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
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

51 customer service statistics you need to know

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.

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.

White Paper
1 min read

Report: The State of CX Maturity among SMBs 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.

Article
10 min read

Customer perception: Definition, importance & how to improve it

Want to know what buyers think of your brand? Here’s how to gauge—and positively influence—customer perception.

Article
8 min read

What are consumer insights? The ultimate guide on how to use them

Consumer insights provide information about a specific group of buyers and what they want. Learn how to get customer insights and use them to elevate your business and the customer journey.

Article
9 min read

Here’s how companies actually got faster at solving customer issues last year

Sometimes it's the little things that make a big difference.

Article
4 min read

Why you should use historical data to automate inquiries

Automation is dominating the conversation in customer service right now. Automation does not come without challenges, though. Here are the key questions and how to solve for them.

Article
9 min read

How CX leaders across industries can flex their agility

The ability to readily adapt to world events and evolving customer expectations is more important than ever—here's how you can stay agile in your industry.

Article
9 min read

What is a 360 customer view? (+ 3 tips for creating your own)

Leverage data to create a 360 customer view and provide personalized experiences that will delight your audience.

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