Welcome to our dedicated page for Zendesk news (Ticker: ZEN), a resource for investors and traders seeking the latest updates and insights on Zendesk stock.
This page aggregates news and press releases related to Zendesk (ZEN), a customer experience software company focused on AI-powered service and data-driven customer interactions. The coverage reflects how Zendesk develops and expands its platform, including AI agents, workflow automation, workforce engagement tools, and omnichannel support capabilities.
Readers can find updates on product launches such as autonomous AI agents, Agent copilot, and AI-powered Workforce Engagement Management, as well as enhancements to workforce management and quality assurance. News items also highlight Zendesk’s research, including its CX Trends Report, which examines how organizations are reimagining customer journeys with generative AI and intelligent customer experience strategies.
Corporate and strategic developments appear frequently in Zendesk news, including definitive agreements to acquire companies such as Klaus, an AI-powered quality management platform, and Local Measure, a provider of CCaaS and advanced voice solutions. These stories illustrate how Zendesk is extending its capabilities in quality management, AI-driven voice, and large-scale contact center environments, and deepening collaborations with partners like Amazon Web Services through integrations with Amazon Connect.
Visitors can also see governance and leadership updates, such as board appointments, and financial communications like historical earnings releases and transaction announcements related to its acquisition by an investor group led by Hellman & Friedman and Permira. For investors, customers, and analysts interested in customer experience technology and AI in service, this news feed offers an organized view of Zendesk’s strategic direction and product evolution over time.
Zendesk has announced a definitive agreement to acquire Local Measure, a leading CCaaS and advanced voice solutions provider. The acquisition aims to enhance Zendesk's AI voice capabilities and strengthen its integration with Amazon Connect, AWS's cloud contact center solution.
Local Measure's technology specializes in high-volume service environments, offering sophisticated call routing, AI-powered automation, unified inbound service and outbound sales capabilities, and real-time service quality insights. The acquisition will accelerate Zendesk's expansion into complex service environments and position it as a key provider of AI-driven service solutions.
The deal reinforces Zendesk's collaboration with AWS and is expected to close in May 2025, subject to Local Measure's shareholder approval and regulatory and Australian Court approvals.
Zendesk's 2025 Customer Experience Trends Report reveals that consumers now demand more human-like and personalized AI interactions. Based on insights from over 10,000 global respondents, the report identifies five key trends shaping customer service future. Companies embracing AI ('CX Trendsetters') show 33% higher customer acquisition, 22% higher retention, and 49% higher cross-sell revenue.
The trends include: AI copilots enhancing agent efficiency, human-like AI agents building trust, personal AI assistants becoming integral, Voice AI gaining prominence for complex issues, and personalization driving loyalty. Notably, 63% of consumers would switch providers after one bad experience, highlighting the importance of AI-driven personalization in customer service.
Zendesk has launched its AI Dynamic Pricing Plan, offering flexible pricing for AI and automation in customer service. The new model allows companies to adjust investments between human and AI agents based on evolving needs. This first-of-its-kind approach follows Zendesk's successful Outcome-Based Pricing launch, where businesses pay only for AI-delivered results.
The plan enables companies to optimize spending across different pricing models, including outcome-based and seat-based pricing, ensuring strong ROI on AI investments. CEO Tom Eggemeier predicts that 100% of service interactions will involve AI in the coming years, emphasizing the importance of flexible adoption strategies.
Sigma has appointed Christina Liu as Chief Financial Officer (CFO) and Ali Harmer as General Counsel to support its high-velocity business growth. Liu brings 25 years of finance expertise, having previously worked at Confluent (NASDAQ: CFLT) and Zendesk (NYSE: ZEN), where she played important roles in their financial scaling and IPO processes. Liu is also committed to diversity and inclusion, mentoring in the Asian American community. Harmer, formerly of Coda Law Group, LLP, brings over a decade of legal experience in technology transactions. She will lead Sigma's legal strategy and advise on business development and international expansion. This leadership enhancement comes amid rising customer demand and technological advancements in the data analytics industry.
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Zendesk, Inc. (NYSE: ZEN) reported a 20% year-over-year revenue increase for Q3 2022, totaling $416.9 million. Despite this growth, the company faced a GAAP operating loss of $55.4 million and a net loss of $59.1 million, with a net loss per share of $0.48. Non-GAAP results showed a net income of $39.4 million or $0.32 per share. The reported losses included $10.2 million in restructuring expenses and $6.6 million in merger-related costs. Due to a pending acquisition, Zendesk will not provide financial guidance for 2022.
