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

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 […]

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

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

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

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

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

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

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

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