Analytics and data
Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.
Latest stories
Article
12 min read
What is customer satisfaction score? (+ how to measure CSAT)
Customer satisfaction score is one of the most-used metrics for measuring customer loyalty. Here’s how CSAT can help you meet consumer expectations and elevate your business.
Article
6 min read
A 3-pronged approach to creating (and scaling) legendary customer service experiences
To consistently deliver the types of experiences today’s consumers expect, leverage innovative CX analytics, QA data, and individualized agent coaching.
Article
16 min read
11 customer retention metrics every support team should track
Make sure customers stick around by regularly measuring customer retention metrics and leveraging key insights effectively.
Article
8 min read
Here's why you should be investing more in customer service
According to our research, standout customer service can change anyone's mind—even your most upset customers.
Article
13 min read
51 customer service statistics you need to know
Here are the trends, insights, and customer service statistics to know to exceed your customers’ expectations in 2023 and beyond.
Article
8 min read
What skills and metrics CX teams need in ecommerce: An analysis
The 2020s will be remembered as the decade where ecommerce finally gained mainstream acceptance and use—but what does that mean for CX teams trying to keep up?
White Paper
1 min read
Report: The State of CX Maturity among SMBs of North America
Is your CX strong, or do you need to catch up? Zendesk partnered with ESG to create this CX Maturity report.
White Paper
1 min read
Report: The State of CX Maturity Among Midsize and Enterprise Companies of North America
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of North America are driving CX success.
White Paper
1 min read
Report: The State of CX Maturity among Midsize and Enterprise Companies of Asia Pacific
Zendesk and ESG Research created a framework around CX maturity. Here's how the CX Champions of APAC are achieving success.
Article
5 min read
The best ways to protect customer information in CX
As digital experiences advance, protecting your customers' information is critical for maintaining trust.
White Paper
1 min read
Report: The State of CX Maturity among Midsize and Enterprise Companies of Europe
To help businesses make data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity. See where your team stands.
White Paper
1 min read
Report: The State of CX Maturity among SMBs of Europe
To help businesses make data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity. See where your team stands.
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Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
10 min read
Customer perception: Definition, importance & how to improve it
Want to know what buyers think of your brand? Here’s how to gauge—and positively influence—customer perception.
Article
8 min read
What are consumer insights? The ultimate guide on how to use them
Consumer insights provide information about a specific group of buyers and what they want. Learn how to get customer insights and use them to elevate your business and the customer journey.
Article
9 min read
Here’s how companies actually got faster at solving customer issues last year
Sometimes it's the little things that make a big difference.
Article
4 min read
Why you should use historical data to automate inquiries
Automation is dominating the conversation in customer service right now. Automation does not come without challenges, though. Here are the key questions and how to solve for them.
Article
9 min read
How CX leaders across industries can flex their agility
The ability to readily adapt to world events and evolving customer expectations is more important than ever—here's how you can stay agile in your industry.
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