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Insights & Research

We draw on the extensive expertise of our global network of senior executives and leaders, combined with the vast industry knowledge of our own research team, to produce valuable premium content with real-world insights to help you keep up-to-date and make strategic, timely, and well-informed decisions.

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August, 12 2019

Top 5 use cases for an open CRM platform

Customer relationship management (CRM) is about knowing every critical piece of information about your customers. It’s absolutely necessary to have a CRM platform that can harness and manage data abou[...] Read More

July, 16 2019

The Satisfied Customer - 3 technology trends to get you there

The Zendesk Customer Experience Trends Report 2019 found that customer expectations are 46 percent higher than last year, and 59 percent of agents report that customers’ expectations have risen in the[...] Read More

May, 22 2019

How fast-growing digital natives can innovate and scale

Companies that have already adopted digital technology face a unique set of opportunities and challenges. Often born digital, they tend to be comfortable viewing their support software as a platform t[...] Read More

April, 10 2019

How established companies win with digital transformation

When customers speak with companies, they want to do so with the same digital channels they use to communicate with friends and family. And they expect the experience to be effortless. This expectatio[...] Read More

March, 13 2019

The Zendesk Customer Experience Trends Report 2019

The Zendesk Customer Experience Trends Report looks at what businesses are actually doing with their data; data which has been collected from 45,000 businesses using Zendesk across 140 countries. With[...] Read More

May, 15 2018

Your Guide to Omnichannel Support

Offering multiple means of contacting a business is a great idea - yet if a customer ends up having to repeat themselves, this can quickly turn to frustration. This is one reason why omnichannel suppo[...] Read More



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