Let’s get serious about improving the customer experience

May 26, 2017

Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience

Gartner disrupts the traditional analyst model with new FrontRunner Help Desk quadrant

February 9, 2017

I recently attended a Gartner event in Las Vegas. It was designed to support the business and IT professionals who focus on customer initiatives for their organizations. At lunch the first day I sat with the VP of customer service at one of America’s oldest food companies. Curious, I asked, “What’s of most value to […]

Gartner predicts 2017: The future of artificial intelligence demystified

December 22, 2016

It’s not a new topic of contention, but artificial intelligence (AI) is more relevant than ever. More and more businesses are using AI to provide better services to customers, similar to Apple’s Siri

Turn customer analytics into action

December 7, 2016

According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations are diving deeper into customer analytics in order to cultivate effortless customer experiences

Fend off “digital disrupters” with customer empathy

November 9, 2016

A little bit of empathy can go a long way, especially in CRM processes. In fact, an August 2016 report published by Gartner indicates that, “Through 2020, businesses that deploy CRM technology in such a way that it reflects

5 customer engagement technologies for IT leaders to consider through 2020

July 11, 2016

For IT leaders, there’s opportunity to play an exciting and large role in helping move company-wide customer service initiatives forward, and to help elevate customer service from

Ask the analysts: Gartner’s take on the customer service technology landscape

June 6, 2016

As we approach the midpoint of the year (how did that happen so fast?), it’s a good time to look back on 2016 so far and to take stock. Two recent

Gartner Predicts 2016: Peering into the future of customer service

January 6, 2016

Anyone get that crystal ball they wanted for Christmas? Anyone? Me neither. Fortunately for those of us who still can’t see into the future, the CRM analysts at Gartner have put together

Provide innovative customer support on any channel

December 29, 2015

Customers have different preferences about how they receive and access customer support—whether that means talking over the phone, messaging an agent on an app, chatting online, or sending

Facing forward: the future of customer engagement

May 1, 2015

When starting Zendesk in Copenhagen eight years ago, our founders turned their backs on old, difficult-to-implement, and expensive legacy systems. Then—as today—they firmly believed that modern customer service leaders must

Research from Gartner underscores the role of mobile in customer engagement

January 5, 2015

The race to provide superior customer engagement is on. Rapid changes in technology and customer expectations continue to challenge the notion of business as usual. Customer conversations are becoming increasingly