Analyst reports

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…

Latest stories

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center 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…

Gartner: Improve employee experience to drive improvements in customer experience 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

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

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

The State of Digital Transformation In Financial Services, 2020 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…

5 biggest gaps in customer service for small businesses 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…

CCW special report: knowledge management White Paper

CCW special report: knowledge management

The level your organization performs at can often depend on how effective your knowledge management system…

Gartner’s top 10 strategic technology trends for 2019 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…