Trends and insights

The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.

Guide

2021 Employee Experience Trends Report

Our 2021 Employee Experience Trends Report explores how over 90,000 global companies are harnessing the collective power of their people to get ahead.

Latest stories

How mid- to large-size businesses can accelerate EX success Guide

How mid- to large-size businesses can accelerate EX success

Companies have made seismic shifts in how they do business in the past 18 months. Customer…

Start your summer with the right integrations Article

Start your summer with the right integrations

Here are the newest integrations from Zendesk to help your team provide great experiences.

The agility playbook—how larger firms can score a competitive advantage in CX Guide

The agility playbook—how larger firms can score a competitive advantage in CX

If companies weren’t flexing their agility muscles before the pandemic, they certainly are now. In the…

The SMB agility playbook—set yourself up for long-term success Guide

The SMB agility playbook—set yourself up for long-term success

This SMB agility playbook is full of original data and actionable insights tailored to the needs of small businesses.

Top priorities for IT in the new normal Article

Top priorities for IT in the new normal

The implications for how IT is managed and supported in this era are significant and far reaching. These three points are crucial for any IT leader

Customer expectations have changed. Here’s how to keep up. Article

Customer expectations have changed. Here’s how to keep up.

What customers want and what they get might not always align, but the stakes are getting…

What world-class customer experience design looks like in 2021 Article

What world-class customer experience design looks like in 2021

CX has emerged as a key business strategy in 2021. Here's how to excel at customer experience design.

How chatbots can help agents improve customer support Article

How chatbots can help agents improve customer support

The human agents who help your customers need help, too. Here are key reasons to deploy AI-powered chatbots at the frontline of customer support.