Analyst reports

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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…

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The Zendesk Benchmark: 2019 customer experience trends Article

The Zendesk Benchmark: 2019 customer experience trends

Get your personalised Customer Support Performance Report Card here.

The Zendesk Benchmark: customer experience trends how-to guide Article

The Zendesk Benchmark: customer experience trends how-to guide

Your customers are comparing you to the best customer experience they’ve ever had—every time.

Four best practices for implementing extreme customer self service Article

Four best practices for implementing extreme customer self service

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations about preferred engagement channels.

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Quantifying the business impact of customer service

Customers demand more instantaneous, personalised attention, and companies are leveraging new technologies that go beyond traditional voice and email customer service channels to meet those demands

Gartner’s 2018 Magic Quadrant for the CRM Customer Engagement Centre Article

Gartner’s 2018 Magic Quadrant for the CRM Customer Engagement Centre

  In the global market for customer service software, Zendesk is once again recognised as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Centre

Gartner’s Customer Engagement report Article

Gartner’s Customer Engagement report

With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company.

Optimising interactions to provide the customer experience of tomorrow Article

Optimising interactions to provide the customer experience of tomorrow

Today's marketplace is hyper-competitive. Brands compete for attention, hoping they can turn that attention into a loyal customer.

Mediaocean empowers better customer support teams and content with Zendesk Article

Mediaocean empowers better customer support teams and content with Zendesk

Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees serving more than 80,000 clients in over 77 markets and a global media spend of over $140 billion