Research and trends

Guides and ebooks
6 min read

Zendesk AI Effect: Real Brands, Real Results, Outsized Impact

The best brands aren’t just adopting AI—they’re using it to deliver faster service, increase efficiency, and…

Guides and ebooks

Consumers expect AI to radically transform service

In this Zendesk white paper, consumers share their thoughts about how AI will transform customer service and why they think businesses aren't doing enough to embrace the technology.

Best practices
3 min read

CX Trends 2023: Immersive CX marks the dawn of a new era in service

Despite economic turbulence and rising customer expectations, companies remain optimistic about the future. That hope is grounded in plans to invest in immersive CX, which is being driven by five distinct trends.

4 min read

Why CX Champions must continue raising the bar on excellent customer service

You have built a powerful support organisation, a feat worth celebrating. But now what? Learn what other CX Champions are doing to continue providing innovative service.

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Watch now.

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.

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 meaningful change? Are agent training programmes less than ideal? You may be a CX Emerger.

Best practices
8 min read

How to embrace new behaviors in 2021

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

Best practices
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.

Best practices
21 min read

10 effective sales pitch presentation examples, templates, and tips

With these helpful examples, you can craft an engaging sales pitch to pack your pipeline with high-quality leads.

Best practices
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…

Best practices
15 min read

The business impact of customer service on customer lifetime value

Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…