Customer experience
Expert tips for building a customer-obsessed organization.
Latest stories
Article
8 min read
How to build a QA scorecard: Examples + template
A QA scorecard can help you reduce customer churn and boost agent performance. Learn why it’s important and download our scorecard template below.
Article
1 min read
Customer experience automation (CXA): Definition + examples
Customer experience automation increases customer satisfaction, boosts agent efficiency, and reduces costs.
Article
1 min read
Customer data protection: 10 tips to keep information safe
Customer data protection helps protect you and your customers from cyberattacks, data leaks, and legal issues. Learn how to safeguard customer data in this guide.
Article
7 min read
What is computer telephony integration (CTI)? A guide
Computer telephony integration technology empowers your team to be more efficient and improve the customer experience. Learn the importance of CTI and how to implement it.
Nucleus Research report: Zendesk vs. Freshworks
Nucleus Research found that users prefer Zendesk vs. Freshworks due to our ease of use, adaptability and scalability, stronger analytics, and support and partnership.
Article
7 min read
Customer experience manager: Role, skills, salary, and more
Here’s everything you need to know about customer experience management, from the essential qualifications to become a CX manager to excelling in the role.
Podcast
1 min read
Direct from Relate 2024—with Zappos Insights co-creator Robert Richman
Join us in Las Vegas where we sat down with Robert Richman, author of The Culture Blueprint, and had attendees place their bets on the future of customer service.
Article
6 min read
Intelligent call routing: How it works and best practices
Bid farewell to phone tag. Use intelligent routing to streamline issue resolution and connect customers with the most qualified agent to solve their problems.
Podcast
1 min read
Translating iconic experiences to a digital space—with Aesop’s Carine McGinnity
Luxury skincare retailer, Aesop, gained a cult following for offering deeply personal experiences—and yes, those amazing free samples—in its physical stores. Carine McGinnity explains how it’s working to rebuild those experiences online.
Article
9 min read
Intelligent customer experience (ICX): A guide for 2024
Businesses must deliver high-quality consumer interactions to meet rising expectations. Learn how leveraging data and AI can help create an intelligent customer experience.
Article
4 min read
Protecting customer privacy in a world of personalization
Learn how CX and security teams can work in tandem to prioritize customer privacy.
Article
1 min read
How to create an effective customer success plan (+ a template)
Deliver successful customer experiences with data-driven strategies and operational processes with a customer success plan.
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
1 min read
Customer success playbook: A comprehensive guide
Customer success playbooks help align your team goals with your customers’ to drive better results and retention. Enhance your customer experience with our free success playbook templates.
Article
5 min read
Reach beyond: A CX Moment with Mizuno
Zendesk spoke with iconic sports equipment supplier Mizuno’s director of customer support about how improving communication between support teams led to better CX.
Report: IT leaders tackle new challenges with security, AI, and CX
Discover new insights and data from 1,200 IT leaders about AI, data privacy, and CX strategies.
Article
12 min read
What is product-market fit? Examples and strategies to find it
Product-market fit is achieved when you find the proper market for your service or product and fulfill the needs of your target audience.
Article
5 min read
Here’s why AI is the key to more empathetic customer experiences
If empathy is what makes us human, then artificial empathy helps us deliver richer, more personal customer experiences at scale.
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