The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations
Zendesk, Inc. (ZEN)
Last zendesk, inc. earnings: 4/30 04:16 pm
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Source: Business Wire
The Zendesk Customer Experience Trends Report 2019 shows discrepancy between what customers expect and what companies are able to deliver SAN FRANCISCO--(BUSINESS WIRE)-- Zendesk, Inc. (NYSE: ZEN) today released The Zendesk Customer Experience Trends Report 2019 showing that companies of all sizes across industries and geographies lack the capabilities needed to keep up with ever increasing customer expectations. The report is based on global survey results, focus groups, and the Zendesk Benchmark, an index of product usage data from 45,000 companies using Zendesk. While good customer service outranks convenience and reputation when people are considering which companies to do business with, according to the report, there is a global dip in overall customer satisfaction. Over the past five years, customer satisfaction is down 2.2 percent, from 94.6 percent in 2013 to 92.5 percent in 201
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