Ventrica invests GBP £4.2 million to boost CX with Zendesk

Ventrica has launched a new division, Ventrica Digital, and entered into a strengthened commercial partnership with customer experience software provider Zendesk, supported by a GBP £4.2 million platform investment over the next three years.

The formation of Ventrica Digital aims to enable brands to accelerate their customer experience (CX) transformation through platform environments managed by specialists. The division combines technology licensing, including Zendesk, with professional services and emotionally intelligent design to help brands rapidly scale their customer engagement operations.

Ventrica states that the new division is intended for businesses seeking to implement or optimise customer experience platforms such as Zendesk without incurring the complexity or costs of handling these systems in-house. Through its status as a Zendesk Premium Partner, Ventrica offers what it describes as a complete, brand-aligned solution covering licensing, configuration, ongoing optimisation, and continued consultancy focused on emotional design.

"Ventrica Digital is about lowering the barrier to exceptional CX," said Iain Banks, Chief Executive Officer at Ventrica. "We enable brands to launch a fully integrated and emotionally intelligent CX environment in a fraction of the time it would usually take. Whether you're just starting with Zendesk or looking to get more out of it, we manage the process end-to-end - ensuring it's not just technically sound, but deeply human."

Ventrica's GBP £4.2 million investment over three years represents a commitment to providing Zendesk's suite of capabilities as part of a fully integrated solution. According to Zendesk and Ventrica, this arrangement provides clients with exclusive access to Zendesk's most advanced features, which are delivered and supported by Ventrica's managed services.

The partnership between the two companies reflects what both companies describe as an increasing demand from businesses for unified support strategies that combine artificial intelligence tools with human support. Andrew Lawson, Executive Vice President and General Manager EMEA at Zendesk, commented, "Ventrica's customer-first approach to service perfectly complements Zendesk's technology. With Ventrica Digital, we're enabling organisations to get results faster – integrating AI, analytics, and human-centric service from day one."

Ventrica Digital's team works with clients to implement customer experience platforms across various channels, managing requirements that range from software licensing and system setup to ongoing improvements and emotionally intelligent interaction design. The company claims that this approach can deliver operational readiness in days, as opposed to traditional timelines of several months, and ensures that every customer interaction is designed to align with a client's brand identity and values.

Data from Ventrica's joint research with OnePoll highlights consumer preferences in the UK, showing that 69% of respondents rate speed of resolution as their top priority when interacting with brands. In comparison, 76% still prefer experiences underpinned by human engagement, supporting the rationale for blending artificial intelligence with human-centric service design.

Several early adopters of Ventrica's platform-enabled customer experience service have reported measurable improvements in their operations. Examples cited include a British luxury beauty brand achieving a 20% increase in first contact resolution and a near 50% rise in its Trustpilot score, a global fast-food chain reducing customer resolution time from 10 days to 1 second, a British footwear retailer lowering EU-wide customer service costs by 50%, and a property company reducing call abandonment rates by 75%.

The General Manager, Digital at a luxury beauty brand provided the following statement regarding their involvement: "Customer experience is a significant engine in our growth strategy and Ventrica will enable us to leverage Zendesk's full solutions deployment. With this collaboration, we're poised to scale CX in line with our ambitions. Ventrica just 'get' us - our brand, our culture, and our goals."