The Zendesk Benchmark Guide For Enterprise: How Established Companies Win With Digital Transformation

When customers speak with companies, they want to do so with the same digital channels they use to communicate with friends and family. And they expect the experience to be effortless. This expectation is just one aspect of the digital disruption that is upending how legacy enterprise companies do business. The stakes for these companies have never been higher, particularly when many emerging players have already mastered the quickly evolving digital landscape.

With data from the Zendesk Benchmark, our crowdsourced index of customer service interactions from more than 45,000 companies using Zendesk across the globe, we identified what separates customer experience leaders from the rest to pinpoint recommendations for large companies starting down the path to modernize how they engage with customers.

We designed this guide for big companies in the early stages of their digital transformation—we’ll call them Digital Transformers. By learning more about data-driven best practices suited to their unique profiles, these companies will come away with an understanding of key next steps and know how to benchmark against their peers.