Project Description

Zendesk Customer Experience Trends Report 2020

Cover of trend report

This report covers the top 5 trends in the Customer Experience industry in 2020. 

As the second annual report from Zendesk, this research highlights the top trends in customer experience and engagement. Drawing from a data index of 45,000 companies using Zendesk across 140 countries, Zendesk explored how high performing companies provide experiences that keep customers returning, and the best practices that separate leaders from everyone else. With an external survey run in parallel which included customer service agents, customer experience managers and sales leaders, to compare their opinions on customer experience and loyalty with the single best source of data on how customers actually use their customer service solutions.

Includes findings around:

  • Inspiring customer loyalty
  • Harnessing connected customer data
  • Using AI to fuel success in high-performing companies
  • Giving CX a seat in the C-Suite

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