Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right.

Acquisition 141

Acquisition Customer Experience 141

Zendesk

JANUARY 17, 2024

The Zendesk Customer Experience Trends Report 2024 dives into why intelligent customer experience is so important. This article highlights some of the key takeaways from that report, including what makes an effective ICX, how it builds on the customer experience , and how you can implement it in your operations.

Customer Experience 52

Customer Experience Artificial Intelligence Decision-making e-Learning 52

Customer Think

JANUARY 22, 2024

The findings of the Zendesk annual Customer Experience (CX) Trends Report signal a rapid transition towards intelligent CX and an undeniable transformation of the customer journey.

Customer Experience 59

Customer Experience 59

Zendesk

FEBRUARY 14, 2024

According to our 2024 CX Trends report , 65 percent of CX leaders see AI as a strategic necessity and reality—one that has rendered previous operations outdated and obsolete. Excited about AI, but not sure where to get started? You’re not alone.

Customer Experience 59

Customer Experience 59

Freshworks

JUNE 1, 2023

The Freshdesk Customer Service Benchmark Report 2023 sheds new light on how companies in different industries and regions are delivering on that challenge. The report also looks at how they improve ease of access by adding more support channels to ticketing. of B2B customers and 42.7%

Artificial Intelligence 66

Artificial Intelligence B2C Transportation Retail 66

Zendesk

SEPTEMBER 7, 2022

In our CX Accelerator report , we surveyed almost 5,000 CX leaders on what it takes to scale new heights in customer experience. Below, we unpack key takeaways from the report and explore what retail “Champions” are doing to win in CX, so you can go from a retail Starter to a retail Champion. Customer story: Tile.

Retail 98

Retail Digitalization Customer Experience Profitability 98

Zendesk

JANUARY 25, 2024

Our guide details the benefits, best practices, trends, and ways to use AI call center tools for voice and digital channels. Increase customer satisfaction According to the Zendesk CX Trends Report 2024 , 81 percent of consumers say the quick and accurate resolution of issues or complaints heavily influences their decision to purchase.

Artificial Intelligence 52

Artificial Intelligence Digitalization Customer Experience Software 52

Customer Think

APRIL 11, 2023

Customers dissatisfaction is steadily growing with nearly 70% of consumers reporting they want companies to improve their experiences, according to the 2023 CX and Communications Consumer Insights report. While customers have high expectations, smart […]

Communication 64

Communication Customer Experience 64

Zendesk

DECEMBER 14, 2023

” He’s keenly aware that customer experience has changed a lot since broke out of brick and mortar into the digital realm – but he also realizes that CX has lost a lot of its lustre. Catch us on January 17th where we sit down with Joey Edwards to discuss the research that went into the upcoming 2024 CX Trends report.

Retail 69

Retail Digitalization Customer Experience Innovation 69

Zendesk

FEBRUARY 29, 2024

In this guide, we cover the basics of revenue churn, how you can calculate and reduce it, and how being attentive to your customer experience (CX) can make a significant impact. This can lead to a better CX and improved customer loyalty. More in this guide: Why is revenue churn rate important?

Artificial Intelligence 52

Artificial Intelligence Customer Experience Acquisition Onboarding 52

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. The impact of AI ethics on CX From AI chatbots to customer experience software , businesses turn to AI technology to enhance CX.

Computers and Electronics 52

Computers and Electronics Artificial Intelligence Prioritization Customer Experience 52

Zendesk

JANUARY 18, 2024

As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX). According to our CX Trends Report, 65 percent of CX leaders see AI as a strategic necessity, making AI transparency a crucial element to consider.

Artificial Intelligence 52

Artificial Intelligence Decision-making Stakeholders Government 52

Zendesk

MARCH 7, 2024

Businesses can use WFO to optimize their operations, customer experience (CX) , and balance sheet simultaneously. Improved customer experience and loyalty Every organization should prioritize the customer experience, and workforce optimization can help achieve CX goals. That balance is workforce optimization.

Prioritization 52

Prioritization Profitability Customer Experience Decision-making 52

Zendesk

NOVEMBER 1, 2023

More than ever, IT leaders are experiencing a greater level of responsibility: from taking charge of data security to implementing AI, these technology professionals play an increasingly vital role in how CX is delivered to customers.

Manufacturing 75

Manufacturing Leadership Customer Experience 75

Zendesk

MARCH 22, 2023

While 76 percent of SMB leaders believe that providing excellent customer service during an economic downturn becomes even more important, only 18 percent of those leaders believe their organizations’ CX offering is much better than that of their core competitors, according to the 2023 Zendesk Customer Experience Trends Report.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Organization Marketing 52

Zendesk

DECEMBER 21, 2021

To do that, you’ll need to be more informed than ever about buyer behavior, recent trends in selling (including B2B sales), and trends in sales management. In this piece, we cover the five most important sales trends for you to watch as we all move into 2022. CX expectations are on the rise. Why the rush to improve CX?

Suppliers 98

Suppliers Sales CRM Media 98

Zendesk

NOVEMBER 28, 2023

Our guide describes the types of AIaaS, benefits, challenges, examples, and trends so you can seamlessly move into the future. With AIaaS, businesses can implement AI faster to deliver personalized, conversational support and level up their CX. Here are a few AIaaS trends to keep an eye on now and in the future.

Artificial Intelligence 52

Artificial Intelligence e-Learning Internet Software 52

Zendesk

AUGUST 3, 2022

According to the Zendesk Customer Experience Trends Report 2022, a whopping 64 percent of consumers under age 40 say customer service feels like an afterthought for most companies. What makes a winning CX program for fintechs? In the past few years, CX has become a priority for fintechs.

Financial Services 98

Financial Services Banking Customer Experience Customer Success 98

Zendesk

MAY 18, 2023

Certainly it was a year of change and, at Relate, our new CEO Tom Eggemeier shared his vision for how Zendesk will deliver intelligent CX in the days ahead. Zendesk Relate is also where we share our vision for where customer experience is headed, based on our research and trends in the market.

Retail 52

Retail Digitalization Customer Experience Decision-making 52

Zendesk

JUNE 5, 2023

We work with healthcare organizations to deliver CX in a way that allows them to meet their HIPAA compliance requirements. The post How healthcare organizations can embrace conversational CX while maintaining HIPAA compliance appeared first on Zendesk. That’s where Zendesk comes in.

Healthcare 91

Healthcare Organization Insurance Digitalization 91

Zendesk

MAY 17, 2022

According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year. Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX). What is customer satisfaction score (CSAT)?

Computers and Electronics 98

Computers and Electronics Insurance Retail e-Learning 98

Zendesk

OCTOBER 13, 2022

That kind of customer experience is well within reach—and well worth the investment, according to fresh data from the 2022 Zendesk CX Accelerator report. The CX Accelerator report showcases insights from nearly 5,000 customer service professionals all over the world. Scale CX for volume and growth.

Retail 52

Retail Supply Chain Small Business eCommerce 52

Zendesk

MARCH 25, 2021

Read our round-up of retail CX trends for 2021. Related read: The hottest CX trends for retailers are here to stay ]. According to the Zendesk Customer Experience Trends Report 2021 , 63 percent of respondents want to buy from companies that are socially responsible. There’s a real risk to staying silent.

Retail 98

Retail Advertising Media Customer Experience 98

Zendesk

AUGUST 10, 2021

More than 75 percent of the Forbes Cloud 100 use Zendesk for customer service and sales, suggesting that customer experience (CX) plays an important role in their rise to the top. Read on to see why so many of these startups are investing in CX—and why you should be too. Good CX is one way you can win customers over.

Software 98

Software Software Decision-making Prioritization 98

Zendesk

JUNE 28, 2021

According to the Zendesk Customer Experience Trends Report , 60 percent of customers say speed is the most important aspect of good customer service. Customer experience (CX) is all the ways a customer interacts with your company and how they perceive those interactions. CX is a shared responsibility across the organization.

Customer Experience 93

Customer Experience Marketing Sales Organization 93

Zendesk

SEPTEMBER 23, 2022

Unfortunately, according to the Zendesk Customer Experience Trends Report 2022, only 18 percent of healthcare customer service agents say they are effective at finding the information needed to do their job well. The CX Accelerator report includes insights from nearly 5,000 customer service decision-makers around the world.

Healthcare 52

Healthcare Insurance Small Business Customer Experience 52

Zendesk

NOVEMBER 14, 2022

So as the World Bank continues to report economic slowdowns that we may feel at global or national levels, or within our communities and workplaces, we may wonder how best to proceed, to protect what we have, and where to make investments. This matters.

Supply Chain 98

Supply Chain Decision-making Banking Meetings 98

Zendesk

JANUARY 18, 2022

Invest in CX to grow your bottom line and secure leadership backing. According to our 2022 Zendesk Customer Experience Trends report , the pandemic didn’t make customers more forgiving—if anything, they’re more discerning. Now is the time to make CX a priority. There’s a real risk in delivering subpar experiences.

Customer Experience 98

Customer Experience Leadership Business Growth Prioritization 98

Zendesk

NOVEMBER 28, 2023

Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry. Competitive advantage: According to our CX Trends Report, more than half of customers have made a purchase solely based on the customer service they expect to receive.

e-Learning 52

e-Learning Software Software Brainstorming 52

Zendesk

MARCH 2, 2023

The retail industry is constantly evolving, and businesses and retailers need to stay on top of the latest trends. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends. It helps to have the complete customer context to build the best CX.

Retail 52

Retail eCommerce Digitalization Logistics 52

Zendesk

APRIL 21, 2022

They offer connective points for customers to ask questions, get help, and feel confident about spending their money with your brand—this is the core of what CX is all about. In partnership with Simplr and Zendesk, KEEN’s CX team was able to take the entire holiday season off and still maintain ongoing customer support. Not so much.

eCommerce 98

eCommerce Internet Customer Experience Decision-making 98

Zendesk

MAY 21, 2021

This renewed focus on improving the customer experience (CX) through IT investments became critical as companies fought hard to retain customers and boost revenue in an environment that had shifted to digital at an unprecedented pace. When surveying 400+ IT leaders: 44% anticipate their budgets specific to CX solutions will increase in 2021.

Digitalization 52

Digitalization Customer Experience Meetings 52

Zendesk

JUNE 17, 2022

According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of consumers will walk away from a company after just one bad customer service experience. In our CX Trends Report, a whopping 72 percent of businesses say they view customer service as a critical priority, but too often, they aren’t delivering the goods.

Onboarding 98

Onboarding Customer Success Prioritization Communication 98

Zendesk

OCTOBER 19, 2023

Whether an employee needs to report a tech issue or a customer is having some trouble with your product, a chatbot can quickly answer their questions and direct them toward a solution, improving the customer and employee experience (EX). According to our CX Trends Report, 70 percent of consumers want conversational AI experiences.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Software Software 52

Zendesk

JUNE 29, 2023

As part of Zendesk’s CX Moment virtual event series , we spoke with Veek and Martin about how they focus on building relationships with their customers—and why it’s their #1 priority. Martin, who started at Dutch Bros as a broista, learned about CX on the fly. Finally, they invested in a third-party vendor to support reporting needs.

Customer Experience 52

Customer Experience Customer Success Management 52

Zendesk

APRIL 3, 2023

Brands must be smarter about using the data they have to create better CX—or risk losing their customers entirely. According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of customers expect more interactions with AI in their daily life. What used to pass as good service a few years ago doesn’t cut it today.

Retail 98

Retail eCommerce Digitalization Artificial Intelligence 98

Zendesk

MARCH 8, 2023

When Zendesk asked business leaders about AI-powered chatbots, nearly two-thirds reported their bots have become more human-like, and 69 percent of customers say that chatbots are getting better at answering complex questions and resolving issues quickly. So how can companies provide these personalized, immersive experiences?

eCommerce 98

eCommerce Meetings Stakeholders Profitability 98