Providing the tools that offer companies fast time to results is the next CX frontier, according to Mikkel Svane, Co-Founder and CEO at Zendesk.
Discussing the future of Zendesk at a recent earnings call, Svane stated:
We see an overall trend with businesses today where they (companies) appreciate the fast time to results, the no-hassle implementation, the ease of use, and the powerful capabilities. We see that as a megatrend that business is definitely gravitating toward those kind of attributes. And we see that as a long-term accelerator of our business.
Indeed, in the current CX climate, more companies are developing transformation plans that consist of constant, quick evolutions instead of building towards a revolution. In other words, CX progression is becoming a set of sprints, not a marathon effort.
Recognizing this trend, Zendesk seems intent on empowering businesses with tools to increase agility. They will focus on delivering low-/no-code, easy-to-use technology that enables companies to react quickly to new trends and remain relevant.
Perhaps this strategy took a hit after its failed takeover bid of Momentive Global – the parent company of SurveyMonkey - yet Svane seems ready to move on. He stated:
We had grand plans, grand visions for what we could do with the Momentum acquisition. That's not going to materialize. So, we are definitely focusing on our core operating plan that we had even before announcing the acquisition and executing on that. That's really our focus.
Undoubtedly, the downfall of the Momentive Global deal has proved testing for the Zendesk c-suite, as they engage in an ongoing feud with shareholders.
However, Zendesk is taking little time to lick its wounds, promising lots of innovations and announcements to come at its upcoming RELATE conference. These will include new capabilities for its sales products.