Case Study: Zendesk CX Trends

Microsite Elevates a Global Campaign

Customer experience wasn’t standing still. AI was rewriting expectations in real time, changing how brands listened, responded, and scaled.

Leaders needed a signal. A pulse. A way to see what was coming in CX.

The Zendesk CX Trends Report needed a digital experience that made its insights immediate, usable, and impossible to ignore. 

DBS built an microsite rich with animation that elevated the report into a global platform for Zendesk.

Challenges

Racing the Clock on a Global Launch

The project carried a tight timeline and high expectations. The team had to anticipate anything that could disrupt performance, clarity, or delivery long before design or development began.

Global Scale

Building a multilingual, multi‑region experience that performed reliably across devices and markets.

Complex Data

Presenting a large-scale research study in clear, actionable pathways.

AI Leadership

Showcasing Zendesk’s authority in AI‑driven CX without overwhelming users.

Goals

Clarity in a World of Noise

The microsite needed to translate insights from more than 10,000 respondents across 22 countries into a clear, accessible experience for enterprise leaders, CX managers, and analysts.

The Vision Defined

Deliver innovation without overwhelming the audience.
Serve prospects and customers through adaptive user journeys
Support localization and global campaigns in 15+ languages
Reinforce Zendesk’s authority in AI‑driven CX while generating qualified leads

In five pages, the site needed to demonstrate Zendesk’s leadership in the evolving customer experience landscape.

Strategy

A Focused, Experience‑First Collaborative Project

Every decision reflected the strength of our collaboration. Zendesk provided the content, research, and brand direction. We led UX strategy, interaction design, and storytelling flow, aligning motion and structure to user intent.

Precision Choreography

Zendesk: Content, brand voice, research assets
DBS: UX strategy, information architecture, motion, and interaction design
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The result was speed and precision without duplication. No wasted effort. No stepping on toes.

The Solution

A Fast, Intelligent, International Experience

The microsite was designed to clarify information at every interaction. It supported the report's five major trends, multiple audience types, and a global campaign rollout, all without slowing users down.

Core Elements

Interactive storytelling
Five trends with distinct visual identities
Role-based user journeys
Event hubs for multiple countries and languages
Global-ready architecture

Visual and UX Design

Built for Multiple Audiences from Day One

The CX Trends microsite experience needed to work equally well for new visitors, existing customers, analysts, and media. Visual cohesion and narrative flow kept the experience intuitive, fast, and grounded in Zendesk’s brand.

Design Focus

Audience-specific pathways
Color used as connective structure
Cross-language comprehension
Clear narrative flow

Global Readiness

Built to Inform, Not Just Impress

The microsite served as the central hub for a coordinated global campaign. As such, it was designed to perform across regions, languages, and search environments while remaining intuitive and accessible.

Scale Requirements

Fifteen languages
Regional relevance
SEO-friendly structure
Accessibility compliance
Campaign alignment

Development

Engineering for Scale and Seamless Experience

Supporting a global rollout required close coordination across performance, branding, and timing. The platform delivered stability, speed, and flexibility for future CX Trends cycles.

Technical Foundations

Craft CMS multisite architecture
Transparent video playback
Localization logic
Self-hosted forms
Coordinated global rollout

Results

Bringing CX Leadership to Life

The microsite transformed Zendesk’s research into an engaging digital experience that facilitated global campaigns, reinforced CX leadership, and enabled audiences to explore insights quickly and intuitively.

View the CX Trends 2026 Microsite