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.

Top 5 retail trends to watch for in 2023

Explore the top retail trends of 2023, including meeting shoppers where they are, the rise of phygital, and hyper-personalization.

Latest stories

State of Retail CX 2023

State of Retail CX 2023

Get the latest research and expert tips on how to create game-changing retail CX in 2023.

CX trends for higher education

CX trends for higher education

Learn 5 CX trends that are improving communications across America’s college campuses and universities in 2023.

Increasing efficiency with Agent Workspace

Increasing efficiency with Agent Workspace

Increased customer satisfaction, more efficient agents, and better conversational experiences. That's Agent Workspace.

Engage, deflect, or convert? How Proactive Messages drive better conversational experiences
Article | 2 min read

Engage, deflect, or convert? How Proactive Messages drive better conversational experiences

Proactive Messages help deflect tickets, convert leads, and create better conversational experiences for customers.

Nothing sweeter than new integrations
Article | 6 min read

Nothing sweeter than new integrations

New Zendesk app integrations are here. Learn all about how these integrations can help out your sales and support teams.

CX trends for the public sector

CX trends for the public sector

Get conversational with your constituents for a seamless public service experience across channels.

35 customer experience statistics to know for 2023
Article | 6 min read

35 customer experience statistics to know for 2023

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.

5 digital banking customer experience trends to consider for 2023
Article | 9 min read

5 digital banking customer experience trends to consider for 2023

Banks that consistently optimize the customer experience grow faster. Here are trends and best practices to help guide your CX strategy—and drive customer relationships that last.