Executive insights

Workforce optimisation: The ultimate guide for 2024

Workforce optimisation makes processes more efficient and employees more productive and gives more flexibility to your bottom line. Learn more about it below.

Latest stories

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.

AI and automation Tools and media

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.

AI and automation Reports

5 min read

Good-enough service is not good enough: Three strategies to remain competitive

The 2022 CX Accelerator report results are in. Discover how great customer experiences set teams up to thrive in an ever-changing market.

Reports

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.

Reports

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.