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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…
Article Other vendors to consider for modern analytics and BI
While doing research for the 2018 Magic Quadrant for analytics and BI platforms, Gartner identified 33…
White Paper Quantifying the business impact of customer service
Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…
White Paper Quantifying the business impact of customer service in Australia
Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…
White Paper Fairness in the customer relationship
Win with fairness—strengthen your customer relationships The concept of fairness is essential to the relationship between…
Article Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Center
In the global market for customer service software, Zendesk is named a leader in the 2019…
White Paper Gartner’s Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to…
Article Gartner predicts the future of CRM and customer experience
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe…
Article Forrester: Engagement Costs Continue To Rise Even With Digital
Facebook, Snapchat, Instagram, Messenger, LinkedIn, WhatsApp, WeChat—we have a seemingly ceaseless number of ways to communicate.…
White Paper Forrester: Transform the Contact Center for Customer Service Excellence
The belief that “strong contact centers are an opportunity for success” has provoked shared sentiments amongst…
White Paper Gartner’s 2017 Magic Quadrant for CRM | Zendesk
In this report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global…
White Paper Gartner examines customer experience innovation for 2017
Bad decisions are, well, bad. Yet, it can be difficult to make good decisions without the…
White Paper Gartner: knowledge management will transform CRM customer service
Knowledge management can make or break your organization’s customer service. Not only can it impact productivity…
White Paper Forrester’s 2017 Customer Service Trends
Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service.…
White Paper Gartner’s FrontRunners Quadrant for Help Desk Software
If you’re a small business software buyer, your decisions can have a direct impact on your…
White Paper Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM
Odds are you’ve heard of Facebook Messenger, WeChat, Kik, Line, or Snapchat. Maybe you’re even an…
Article Gartner: CRM applications will fail without customer empathy
Artificial intelligence and machine learning are game-changing technologies, but they won’t help your business leap forward…