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Overview

Our Data

Every company can inspire loyalty

Key finding

Trend 1: Every customer interaction is part of conversation

Trend 2: Customers expect your entire company to collaborate to to delivery a great experience

Trend 3: High performers are harnessing connected customer data

Trend 4: AI continues to fuel success of high-performing companies

Trend 5: CX gets a seat in the C-Suite

Welcome to the Zendesk Customer Experience Trends Report 2020, our second annual report highlighting top trends in customer experience and engagement. With the Zendesk Benchmark, our data index of 45,000 companies using Zendesk across 140 countries, we explored how high-performing companies provide experiences that keep customers returning, and the best practices that separate the leaders from everyone else.

We also ran an external survey that included customer service agents, customer experience managers, sales leaders, and customers located across nine countries to compare their opinions on customer experience and loyalty with the single best source of data on how companies actually use their customer service solutions, the Zendesk Benchmark.