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.
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White Paper 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
Setting up your customer support organization for success is the first step towards offering excellent customer…
White Paper 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…
White Paper Gartner’s 9 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…
White Paper 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…
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…