What technology is driving Zendesk into new areas ? For me , the big one is AI . It has the capacity to augment the workforce in a range of incremental and impactful ways that extend beyond intelligent chat bots : automation of end-to-end customer service processes ; intelligent routing ; suggesting next-best actions to agents ; self-optimisation of the support system ; surfacing of the right data at right moment in time ; or automatic enrichment of customer and ticket data . Demand for conversational AI isn ’ t just limited to customer experience . We ’ re seeing huge demand from companies using our solutions for employee experience too .
“ Zendesk ’ s EMEA revenue today is larger than the global revenue was five years ago ”
Can you tell us more about your current market position ? Zendesk ’ s EMEA revenue today is larger than the global revenue was five years ago . We continue to grow our customer base and team across the EMEA region too , with the UK being our second largest market globally and the largest market in Europe .
We ’ re investing in developing Zendesk even further as a tool not just for relationship management with customers , but for improving communication between teams within a business . We are also focusing on helping our customers to better leverage their customers ’ data to gain greater knowledge of their preferences , removing data silos and connecting the dots to provide more tailored experiences .
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