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
| 1 min read

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
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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.…

Gartner Magic Quadrant for the CRM Customer Engagement Centre
Whitepaper | 2 min read

Gartner Magic Quadrant for the CRM Customer Engagement Centre

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

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Centre
| 2 min read

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
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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 | 1 min read

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…

How Homebridge scaled with Zendesk
Article | 1 min read

How Homebridge scaled with Zendesk

As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…

Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools
Article | 1 min read

Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools

Your IT team deserves to work with the most effective tools and platforms when it comes…