Analyst reports

White Paper | 1 min read

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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Choose the right customer service solution for your business

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…

How the accelerating convergence of CRM and contact centers is driving better CX
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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…

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center
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2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Get your complimentary copy of the 2021 Gartner Magic Quadrant to learn why Zendesk is recognized as a Leader.

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 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

Why 44% of customers experience poor customer service when banking online
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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…

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

The State of Digital Transformation In Financial Services, 2020

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…

5 biggest gaps in customer service for small businesses
White Paper | 1 min read

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…