Research and trends

14 min read

What is customer service?

Customer service is the support you offer customers throughout a business relationship. Learn why it is important and assess your own customer service aptitude.

4 min read

Rising to the top — these CX leaders are up for solving complex service challenges

Trying to find the right balance between human agents and AI? Customer data split across systems and apps? Struggling to hire and retain support talent? You may be a CX Riser.

5 min read

Early on the path to CX success? Here is why the up-front investment is worth it

Customer service agents overwhelmed? No visibility into real-time data? Weak personalised service? You may be a CX Starter.

4 min read

Emerging into CX leadership — steps to take now to avoid costly fixes down the road

Still figuring out how and where to use AI in support? Struggling to turn customer data into a meaningful change? Are agent training programs less than ideal? You may be a CX Emerger.

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll 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.

9 min read

Customer orientation: definition, examples & skills

If you want customers to be loyal to you, you have to start putting them first.

8 min read

How to embrace new behaviors in 2021

2020 brought on a seismic shift in consumer trends, but many industries are adapting.

19 min read

Good customer service: 10 ways to deliver great customer service

What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing and the rest of your company.

5 min read

5 ways a customer interaction can improve your business

“No plan survives first contact with the enemy.” Similarly, few businesses can survive the first contact…