New division combines expertly managed Zendesk environments with emotionally intelligent design to help brands get up and running faster
5th June – Southend-on-Sea, United Kingdom – Ventrica has announced the launch of Ventrica Digital, a new division designed to empower rapid customer experience (CX) acceleration through expertly managed platform environments. By combining simple technology licensing – such as Zendesk – with hands-on professional services and emotionally intelligent design, Ventrica Digital helps brands get started fast with the tools and support needed to scale customer engagement.
The new offering is built for businesses looking to deploy or optimise CX platforms like Zendesk without the complexity or overhead of managing it all in-house. As a Zendesk strategic Premium Partner, Ventrica is uniquely positioned to deliver a complete, brand-aligned CX setup – from licensing and configuration to optimisation and ongoing emotional design consultancy.
“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.”
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Ventrica Digital has been launched alongside a strengthened commercial partnership with Zendesk, with Ventrica committing £4.2 million to the platform over 3 years. This investment makes Ventrica the only customer outsourcing partner offering Zendesk as part of a fully integrated CX solution, with exclusive access to Zendesk’s most advanced capabilities.
The collaboration reflects growing demand for unified support strategies that combine the best of AI-driven efficiency and human empathy.
“Ventrica’s customer-first approach to service perfectly complements Zendesk’s technology,” said Andrew Lawson, EVP & GM EMEA at Zendesk. “With Ventrica Digital, we’re enabling organisations to get results faster – integrating AI, analytics, and human-centric service from day one.”
Designed for speed, empathy and scale
The Ventrica Digital team works with brands to deploy frictionless, omnichannel CX in days rather than months – managing everything from Zendesk licence provisioning and platform setup to continuous improvement and emotionally intelligent interaction design. This means clients not only get operational fast, but ensure every touchpoint is intuitive, scalable, and aligned to their brand’s tone and values.
Ventrica’s own research, in collaboration with OnePoll, revealed that 69% of UK consumers cite speed of resolution as their top priority, but 76% still associate positive experiences with human interaction – a clear case for balancing AI-led efficiency with emotionally aware service design.
Proven results with emotionally intelligent CX
Early adopters of Ventrica’s approach to platform-enabled, human-centric CX are already seeing major results:
- A British luxury beauty brand improved first contact resolution by 20%, and boosted its Trustpilot score by nearly 50%.
- A global fast-food chain reduced customer resolution time from 10 days to 1 second.
- A British footwear retailer cut EU-wide customer service costs by 50%.
- A property company slashed call abandonment by 75%.
“Customer experience is a significant engine in our growth strategy and Ventrica will enable us to leverage Zendesk’s full solutions deployment,” said the General Manager, Digital at a leading luxury beauty brand. “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.”
About Ventrica:
Ventrica is a leading provider of emotionally intelligent and AI-enhanced customer experience (CX) solutions. Trusted by some of the world’s most recognisable brands, we design and deliver human-centred CX that builds loyalty, drives growth, and creates meaningful connections. Our award-winning approach blends the best of people, process, and technology, transforming traditional contact centres into revenue-generating experience hubs. From multilingual support to intelligent automation and Zendesk integration, Ventrica helps businesses scale with care and innovate with purpose. We believe great customer experiences are built on empathy, powered by insight, and delivered with excellence, every time.