Analyst reports
How the accelerating convergence of CRM and contact centers is driving better CX
While the general use of customer relationship management software (CRM) has become the industry standard, it…
Latest stories
White Paper Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center
Zendesk is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement…
White Paper Gartner: Improve employee experience to drive improvements in customer experience
Industry leaders need to recognize 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
White Paper Why 44% of customers experience poor customer service when banking online
According to a recent IDC report, 44% of customers say they’ve had poor experiences when banking…
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…
Article The State of Digital Transformation In Financial Services, 2020
According to Forrester Research, customer experience (CX) and revenue growth have been top drivers of digital…
White Paper 5 biggest gaps in customer service for small businesses
The stakes are high for small businesses. Companies like Amazon and Uber have set the standard…
White Paper CCW special report: knowledge management
The level your organization performs at can often depend on how effective your knowledge management system…
Article Gartner’s top 10 strategic technology trends for 2019
Check out a more updated report on customer trends here. Using digital twins allows you to…