Zendesk Releases CX Benchmark Report for Startups Showing the Path to Success is in CX

Zendesk | July 08, 2020

Zendesk, Inc. (NYSE: ZEN) today released the Zendesk Startups CX Benchmark Report, documenting how early-stage startups that invest in customer experience (CX) outperform their peers. The data shows that while there is no one-size-fits-all approach, startup success stories have one thing in common: the ability to provide more holistic support to customers from the beginning. The findings feature Zendesk Benchmark data from more than 4,400 early-stage startups from around the world, giving founders and CX leaders direct insights into this crucial part of their businesses for the first time. Most surprisingly, more than 70 percent of startup founders and decision-makers reported they do not have a formal customer support strategy in place. This shines a spotlight on how many companies are missing out on the opportunity to deliver on the customer experiences that will set them apart from their peers and foster long-term business success.

Spotlight

Many financial institutions have some portion of their application process online but it’s sometimes confusing and tedious for customers to complete. This is a lost opportunity for acquisition and revenue. One of the major problems with reducing friction, or effort in digital transactions, is it’s tough to know where to begin and exactly what needs fixing. The ideal solution is to quantify the amount of effort in a transaction, although most marketers would probably shake their heads and say that’s impossible friction is an intangible that can’t be measured.

Spotlight

Many financial institutions have some portion of their application process online but it’s sometimes confusing and tedious for customers to complete. This is a lost opportunity for acquisition and revenue. One of the major problems with reducing friction, or effort in digital transactions, is it’s tough to know where to begin and exactly what needs fixing. The ideal solution is to quantify the amount of effort in a transaction, although most marketers would probably shake their heads and say that’s impossible friction is an intangible that can’t be measured.

Related News

PAYMENTS

REPAY Adds Accounts Payable Automation to Acumatica

REPAY | July 15, 2021

Repay Holdings Corporation, a leading provider of vertically-integrated payment solutions, announced today the integration of its Vendor Payments Automation solution into Acumatica, a leading cloud ERP company, allowing small and midsize businesses to streamline accounts payable processes, optimise internal workflows, and securely pay vendors and suppliers. By extending REPAY's connection to include vendor payments automation, Acumatica users will have access to a full vendor enablement solution that includes AR and AP payment automation capabilities. Businesses may pay suppliers more efficiently and transparently by simplifying outbound payments, saving time and increasing their bottom lines. Furthermore, by configuring different restrictions and removing the need to send sensitive credit card or bank account information to hundreds of suppliers, organisations employing the integration may considerably minimise their exposure to fraud threats. “By adding accounts payable solutions to our current connection with Acumatica, we are continuing our commitment to making transactions easier for our clients while lowering costs and boosting revenue,” said Darin Horrocks, SVP, B2B, REPAY. “We are excited to continue our partnership with the Acumatica team as a sponsor of their annual Acumatica Summit.” The Vendor Payments Automation solution in Acumatica allows for the development and approval of payment groups and invoicing, as well as automatic reconciliation and bespoke reporting. REPAY is a premier sponsor of Acumatica Summit 2021 and will demonstrate its integrated AR and AP automation solutions from July 18-23, 2021 in Las Vegas, Nevada. About REPAY REPAY serves verticals with particular transaction processing demands with integrated payment processing solutions. REPAY's unique, integrated payment technology platform simplifies electronic payments for retailers while improving the entire customer and company experience.

Read More

TRADING SYSTEMS

Nordic Capital will Sell Itiviti, a Major Trading Technology and Service Provider, to Broadridge, an International Fintech Pioneer

Nordic Capital, Itiviti | April 05, 2021

Nordic Capital has agreed to sell Itiviti, a leading provider of trading technology and services to financial institutions around the world, to Broadridge Financial Solutions, an international Fintech giant, for EUR 2.143 billion. After taking Itiviti private in 2012, Nordic Capital has made significant technology investments and fully transformed the company to become one of the world's largest suppliers of trading technology to the global capital markets industry. Nordic Capital has funded Itiviti since acquiring majority control of the firm, drawing on its expertise and twenty-year track record of developing and investing in cutting-edge technology businesses across Europe. Itiviti has grown from a specialized financial software supplier to a global pioneer delivering a modern cross-asset capital markets network under Nordic Capital's control. Nordic Capital has financed Itiviti since purchasing a controlling stake in the company, building on its experience and a twenty-year track record of developing and investing in cutting-edge technology companies in Europe. Itiviti has developed from a specialist financial software provider to a major leader in providing a modern cross-asset capital markets network under the control of Nordic Capital. Technology and Payments is one of Nordic Capital's priority markets, with vast expertise, a strong and active business network, and a committed team spanning Northern Europe within Nordic Capital Advisors. Nordic Capital, one of Europe's largest technology investors, has invested EUR 3.8 billion in 19 software and payment firms since 2004. It has achieved repeatable success in this sector and created flourishing enterprises, as evidenced by the results of investments like Bambora, Trustly, Cint, Siteimprove, and Signicat. Itiviti's sale comes only a few months after Nordic Capital revealed the popular Nasdaq Stockholm listings of portfolio companies Nordnet AB (publ), a pan-Nordic savings platform, and Cint Group AB (publ), a global tech pioneer in digital insights gathering. The deal is scheduled to close in the second quarter of 2021, subject to normal closing conditions and regulatory approval. About Nordic Capital Nordic Capital is a leading private equity investor dedicated to building bigger, more competitive companies through organizational changes and transformative growth. Nordic Capital focuses on particular markets and businesses where it has broad expertise and a strong track record. Healthcare, Technology & Payments, Financial Services, and, to a lesser extent, Industrial & Business Services are priority sectors. Healthcare and Infrastructure & Payments investments are concentrated in Europe and internationally. Nordic Capital has invested more than EUR 17 billion in nearly 120 acquisitions since its launch in 1989. Nordic Capital Fund X is the most recent fund, with EUR 6.1 billion in committed capital, mostly funded by foreign institutional investors such as pension funds. Nordic Capital Advisors has offices in Sweden, Denmark, Finland, Norway, Germany, the United Kingdom, and the United States. About Itiviti Itiviti is a leading global capital markets technology service provider that provides highly flexible, SaaS-based solutions that enable financial institutions to simplify their trading infrastructure, resulting in significant cost savings. The modular OEMS (order execution management systems) used by the company support multi-asset class, global trading in all principal and agency trading operations. Itiviti's Connect and Trade solution portfolios have robust solutions to help both connectivities, which represents the growing importance of FIX as the universal language of the financial markets, and the ability to adapt to evolving business conditions and regulatory demands. The company, is headquartered in Stockholm, Sweden, and has offices in 16 countries, serves over 2,000 customers in 50 countries, including many top-tier banks, brokers, brokerage companies, and fund managers. About Broadridge Broadridge Financial Solutions (NYSE: BR), a global Fintech pioneer with over $4.5 billion in revenue, delivers the vital infrastructure that drives trading, corporate governance, and communications, enabling people to live healthier financial lives. They have technology-enabled solutions for banks, broker-dealers, asset and wealth managers, and publicly listed companies. Broadridge's infrastructure acts as a global communications hub, facilitating corporate governance by connecting thousands of public companies and mutual funds to tens of millions of individual and institutional investors worldwide. Furthermore, Broadridge's technology and operations platforms support the daily trading of more than $10 trillion in equities, fixed income, and other securities around the globe.

Read More

INVESTMENTS

A New Partnership: Kasta and Ralph Boschungto Bring Formula Racing and Digital Currencies Together

Kasta | February 21, 2022

Kasta and Ralph Boschung announced bringing the brand to formula racing as part of the company's scaleup strategy. Kasta is the next-generation Peer-to-peer (P2P) payment platform, and Ralph is a member of the Campos Racing team and winner of the GP3 Series. In addition, Ralph is a big supporter of crypto adoption and an early believer in the Kasta team. Kasta is building an app for users to make it easier for users to make crypto payments in their daily lives. The application is likely to launch in the second quarter of this year. The project is going to promote the mass adoption of cryptocurrencies. The adoption would occur, simplifying sending and receiving assets—the $Kasta token powers the Kasta Ecosystem. On this, Ralph Boschung F2 Driver says, "I'm thrilled to admit Kasta as a sponsor for my Formula 2 world championship season in 2022. Formula 2 is about speed, innovation, and technology; I genuinely believe that Kasta and Formula 2 merges on this aspect and make the partnership very fruitful. When Kasta CEO Carl Roegind first approached about the fantastic partnership, he rejected the offer in FIAT as he couldn’t justify the expense. But, later, he was pleasingly surprised when he accepted the offer. F2 has a global community and is the perfect event for us to be involved with. It exposes Kasta to a large audience worldwide that values technology and performance. The opportunity also means our team will be on the ground at races this year, showing off and onboarding users; the exposure will be amazing. More to Ralph, I have known him for some time, and he will be a great ambassador for the brand. I wish him well on track this year, and I am sure the whole team will join me in cheering him on every race." Carl RoegindKasta CEO According to the partnership, the Kasta team will be attending Formula 2 and Formula 1 racing events to present the Kasta app and onboard fans this year. F2 is a fantastic sport for Kasta. It can align itself with the growing worldwide crypto community. Kasta branding will be showcased on the cars driven by Ralph Boschung the entire year. It will help Kasta advance its momentum and popularity in the future. The team at Kasta is excited about the sponsorship. The deal was enabled by Carl Roegind, who is working thoroughly to execute a smooth operation for all parties and individuals involved.

Read More