Facing forward: the future of customer engagement

Published May 1, 2015
Last modified May 1, 2015

“The tribe often thinks the visionary has turned his back on them. When, in fact, the visionary has simply turned his face to the future.” I love this quote from a book by author Ray Davis reminding us why it takes daring, confidence, and more than a little moxie to blaze a new path forward, away from the comfort of the tribe.

In the context of business software, this has never been more true. When starting Zendesk in Copenhagen eight years ago, our founders turned their backs on old, difficult-to-implement, and expensive legacy systems. Then—as today—they firmly believed that modern customer service leaders must innovate differently. And they turned their faces towards a beautifully simple future.

Fast forward eight years, and here we are: with 52,000 customers and a new position in the ‘Visionary’ quadrant in Gartner’s recently released Magic Quadrant for the CRM Customer Engagement Center.

While we’re proud of all the work we’ve done to get there, let’s give credit where credit is due: Our customers are the driving force behind the move.

And that’s not a humble brag. We simply wouldn’t be in this position—in the Magic Quadrant or even as a thriving business—without the support and input of our customers.

A handful of them talked with the authors of this Gartner report, including Dustin Laun, Senior Adviser of Innovation for the Federal Communications Commission (FCC). “Zendesk lives up to its promise. It’s that simple,” he said. “Zendesk does what we need it to do today, and its vision ensures it’s a solid alternative in years ahead to help innovative decision makers." [blush]

But enough about us and our wonderful customers; back to the new Gartner report. It’s a great read for anyone interested in the trends and technologies in the fast-evolving customer service and support arena, including:

  • How Gartner views the current landscape of customer engagement centers (CECs)
  • Considerations for businesses looking to implement CEC technologies
  • Vendor capabilities for addressing the needs of today’s CECs
  • Which vendor's software most “lives up to its promise”
  • Which vendor has the highest overall customer satisfaction scores

Want to read the report yourself? Get your complimentary copy of the new Magic Quadrant for the CRM Customer Engagement Center today.

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