target audience: TECH SUPPLIER Publication date: May 2024 - Document type: Market Note - Doc Document number: # US52127824
Zendesk Relate 2024: Democratizing AI-Infused Customer Service
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Abstract
This IDC Market Note highlights key announcements from Zendesk Relate 2024, many of which doubled down on Zendesk's focus on intelligent customer experiences. This year, there was much more emphasis on incorporating the employee experience and its role in delivering empathetic service outcomes. As Zendesk continues to push upmarket into the enterprise segment, the challenge will be differentiating in a crowded market for AI-powered CX applications. Success will hinge on amplifying its core strength in purpose-built customer service solutions, a robust technology and partner ecosystem, and ease of implementation.