Analyst reports

The ROI of CX transformation

This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs and ROI of an enterprise-wide CX transformation.

Latest stories

Gartner’s predictions for 2021: CRM customer service and support

Gartner’s predictions for 2021: CRM customer service and support

As your approach to customer service matures, the complexity of your customers’ issues increases.

Choose the right customer-service solution for your business

Choose the right customer-service solution for your business

Setting up your customer-support organisation for success is the first step towards offering excellent customer experience.…

Forrester report: The Case For Asynchronous Messaging: Apple Business Chat, Facebook Messenger, WhatsApp

Forrester report: The Case For Asynchronous Messaging: Apple Business Chat, Facebook Messenger, WhatsApp

IT leaders are at the forefront of delivering exceptional customer and employee experiences, while keeping operational…

Gartner’s nine predictions for the post-COVID future of work

Gartner’s nine predictions for the post-COVID future of work

Given the reality of how COVID-19 has affected workplaces everywhere, it’s reasonable to prepare for a…

2021 Gartner Magic Quadrant for the CRM Customer Engagement Centre Whitepaper

2021 Gartner Magic Quadrant for the CRM Customer Engagement Centre

Zendesk is named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Centre.

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Centre

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Centre

Zendesk is named as a leader in the 2020 Gartner Magic Quadrant for the CRM Customer…

Gartner: Improve Employee Experience to Drive Improvements in Customer Experience

Gartner: Improve Employee Experience to Drive Improvements in Customer Experience

Industry leaders need to recognise exactly what kind of impact employees are having on a customer’s experience and take direct steps to ensure that the employee experience is up to par.

Gartner’s 5 key emerging technologies and their impact on customer experience Article

Gartner’s 5 key emerging technologies and their impact on customer experience

At Zendesk, we create service-first CRM solutions that allow companies around the globe to provide innovative…