Transcription
Global impactreport2020
Table of contents03Message from our CEO04About this report06Responsible Business Practices11Social Impact and Philanthropy17Environmental Impact23Employee Inclusion/Culture3238Environmental, Social, & Governance(ESG) MetricsAdditional informationOn the cover: Zendesk partners with the Curry Senior Center in SanFrancisco to volunteer regularly. These photos were taken of both theTenderloin neighborhood in San Francisco and Curry Senior Centerstaff members. We are proud to be affiliated with each of them.
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SSECTION ONEMessagefrom our CEOIn 2020, we were humbled by the resilience of ourcustomers, employees, partners, and communities.More than ever, we’re committed to building adiverse and creative company that stands forempathy, equity, and being a good neighbor to thecommunities we serve. Last year, as remote anddigital interactions became one of the only waysfor people to connect and get information, ourteam further mobilized our Tech for Good Programand tripled our donations of software and servicesto nonprofit organizations. The Zendesk NeighborFoundation also increased its grants by 50%. Andour employees logged thousands of hours ofvolunteering remotely, through activities like virtualmentoring and writing letters to isolated seniors.As part of our ongoing responsibility to be agood neighbor, we need to hold ourselvesaccountable to high sustainability standards.Starting in 2021, we are aiming to have ourworkplaces around the world be carbon negativeby removing more emissions from the atmospherethan we generate. We’re also aiming to expand oursustainability efforts by reducing our indirect emissions.We have big goals as a growing company.Achieving them means we will have made a positiveimpact on the world around us and improvedthe experiences of our customers, employees,and our communities. Let’s get to work.2020 brought an overdue and emotionalworldwide focus on diversity and socialjustice issues. At Zendesk, we made specificcommitments to make sure we are buildingteams that look more like the world we livein. We also made meaningful donationsto organizations that take action againstsystemic issues of racism and inequity.Mikkel SvaneCEO, Zendesk2020 Zendesk Global Impact Report3
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SS E CT I O N T WOAboutthis reportZendesk around the globeAbout ZendeskZendesk started the customer experiencerevolution in 2007 by enabling any businessaround the world to take their customerservice online.2020 Results 1.03B 26% Y/Y100,000 1602020 revenueRevenue growthBrands on ZendeskThe company was conceived in Copenhagen,Denmark; was built and grown in California;was taken public in New York City; andnow employs more than 4,130 peopleacross the world.Learn more at www.zendesk.comCustomer countriesand territoriesGlobal employees in 2020 - 7%Today, Zendesk is the champion of greatservice everywhere for everyone. We powerbillions of conversations, connecting morethan 100,000 brands with hundreds of millionsof their customers over telephony, chat, email,messaging, social channels, communities,review sites, and help centers. Zendeskproducts are built with love, to be loved.Asia/Australia
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SAbout this reportThis 2020 Global Impact Report is our second annualreport on our environmental, social, and governance(ESG) issues. We can now begin sharing year-over-yearcomparisons on our progress in meeting stakeholderexpectations of how we operate a responsiblecompany. We have focused this report on providing: I mproved transparency and detail ofESG data compared with 2019 T rend data to better understand ourprogress and setbacks in ESG matters C omments on how the pandemic affectedour business in relation to ESG effortsThe data shared in this report is limited to thecompany’s operations for our fiscal year 2020(January 1, 2020, through December 31, 2020,unless otherwise noted). The data in this report maycontain figures that are approximated or roundedbased on the best measurements available to us.In 2020, we formalized oversight of environmental,social, and governance matters by including regularreview of company initiatives in our Nominatingand Corporate Governance Committee’s charter.We are energized by the additional focus that thiswork has received, which will allow us to acceleratethe long-term oversight of our ESG performance.All environmental data around our greenhouse gas(GHG) emissions was prepared by Anthesis Group andreviewed by internal Zendesk stakeholders. As wecontinue to improve our data collection and analysisprocesses, we will adjust our GHG accounting to ensurethe information provided is as accurate as possible.The contents of this report are informed by the GlobalReporting (GRI) Standards, the Sustainable AccountingStandards Board (SASB) Software and ServicesStandard, and the UN Global Compact (UNGC).Senior leadership and key stakeholdersacross Zendesk were involved in reviewingand validating the information herein.This report has not been assured by a third party.2020 Zendesk Global Impact ReportThis report contains forward-looking statements, including,among other things, statements regarding Zendesk’sfuture financial performance, its continued investmentto grow its business, and progress toward its long-termfinancial objectives. Words such as “may,” “should,”“will,” “believe,” “expect,” “anticipate,” “target,” “project,”and similar phrases that denote future expectation orintent regarding Zendesk’s financial results, operations,and other matters are intended to identify forwardlooking statements. You should not rely upon forwardlooking statements as predictions of future events.The outcome of the events described in theseforward-looking statements is subject to known andunknown risks, uncertainties, and other factors thatmay cause Zendesk’s actual results, performance,or achievements to differ materially, including thosemore fully described in Zendesk’s filings with theSecurities and Exchange Commission (SEC), includingits Annual Report on Form 10-K for the year endedDecember 31, 2020, and its Quarterly Report onForm 10-Q for the quarter ended March 31, 2021.Forward-looking statements represent Zendesk’smanagement’s beliefs and assumptions only asof the date such statements are made. Zendeskundertakes no obligation to update any forward-lookingstatements made in this presentation to reflect eventsor circumstances after the date of this presentationor to reflect new information or the occurrence ofunanticipated events, except as required by law.This report includes a number of operating metricsthat Zendesk uses to evaluate its business, measureperformance, identify trends, formulate businessplans, and make strategic decisions. Please seeZendesk’s filings with the Securities and ExchangeCommission (SEC), including its Annual Report onForm 10-K for the year ended December 31, 2020,and its Quarterly Report on Form 10-Q for the quarterended March 31, 2021, for details regarding thedefinition and calculation of its operating metrics.This presentation utilizes certain trademarks andservice marks for reference purposes. All suchtrademarks and service marks are and remainthe property of their respective owners.5
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SSECTION THREEGovernanceat ZendeskAs we grow to be a multi-billiondollar company, we are committedto running our global businessthoughtfully and ethically, withgovernance policies and practicesthat support our values. Webelieve that good corporategovernance–with oversight overour enterprise risks, partnershipwith the communities we impact,and rigorous accountability–isfundamental to building sustainablegrowth in our results for ourstakeholders over the long-term.Governance to us means fresh,diverse perspectives on our board,a thoughtful and informed executivecompensation program, formalESG oversight, promotion of ethicalbehavior and integrity through ourglobal approach to compliance,and continued development ofour robust data privacy program.2020 Zendesk Global Impact ReportOur BoardWe have a Board which has a comprehensive setof experiences, both with industry peers and withlarger companies with broad impact. We havemaintained a healthy and diverse mix of freshperspectives from new directors and institutionalknowledge from tenured directors, while supportingregular senior management engagement,annual Board and committee self-evaluation anddiscussion, regular regulatory updates, and accessto continuing education. We also maintain a stronglyindependent Board, with only one employeedirector and no non-employee director servingon more than two other public company boards.In committing to ensuring we have a diverseset of experiences on our Board, we believediversity in race and ethnicity are fundamentalto effective governance. As of today, we arecompliant with all U.S. legislation regardingdiversity, and half of our directors have selfidentified as racially or gender diverse.Further description of our commitment tostrong Board governance, including structureand composition, a Board skillset matrix,stockholder engagement, director biographies,and oversight of risk management are availablein our proxy statement for our 2021 AnnualMeeting of Stockholders filed with the SECon April 2, 2021 (2021 Proxy Statement).6
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SBoard snapshotTenureAge0-3 years4-10 years10 years40-55 years55-60 years112547Gender DiversityFemale 60 yearsRacial/Ethnic DiversityBlackMaleAsian2020 Zendesk Global Impact ReportWhite237Declinedto respond6117
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SESG oversight at ZendeskWe believe that in order to deliver consistent growth to our stakeholders over the long-term, in additionto strong governance, it is key to commit to sustained improvement on our impact on the communitiesin which we operate. In 2020, we formally added ESG oversight to the charter of our Nominating andCorporate Governance Committee (NCG Committee). And in early 2021, we established an ESGCommittee, sponsored by executives across various key functions, to oversee and champion ESGrelated initiatives across the company. Management provides ESG-related updates to the NCGCommittee at least four times a year and includes a review by the NCG Committee of this report.ESG-related analysis is increasingly forming a key part of our discussions with investor governance andstewardship teams in our annual shareholder engagement program. We have proactively engaged withthose teams regarding our view on ESG–both to hear how investors are evolving their views on ESGand to answer questions about where we are heading with our program over the long-term.Board On a consistent basis, our Board reviews risks facing our company and measures for those risks. Our Board reviews an enterprise risk assessment annually, along with management updates on managingthose identified risks through its respective committees. Audit Committee Oversees our enterprise riskCompensation Committee Oversees company risksNominating and CorporateGovernance Committee Oversees Board and committeeassessment process, facilitatedand policies related toby our head of internal audit.compensation, recruiting,composition, including newand retention of ourdirector recruiting. Oversees risks related tofinancial reporting, internalcontrols, legal matters, and fraud. Oversees cybersecurity risk,including quarterly updatesfrom our chief informationsecurity officer.executive officers. Oversees risks related toour broader companycompensation philosophy. Receives updates and overseesrisks related to the regulatoryenvironment for compensation. Oversees corporate governancepolicies and practices. Oversees annual evaluation ofthe Board and its committees. Oversees our ESG policies,programs, and public disclosure. Management Manages implementation and execution of mitigation measures related to risks identified through enterpriserisk assessment. Manages and oversees risks related to financial reporting and internal controls during regular managementdisclosure committee meetings. Maintains robust internal and external audit processes supported by a strong legal function.2020 Zendesk Global Impact Report8
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SEthics and complianceYou are a part of ZendeskFrom onboarding onwards, we emphasize thateach employee has an essential part to playin promoting an environment where ethicaland compliant behavior thrives. In our Codeof Business Conduct and Ethics (the Code ofConduct), we tell our directors, officers, andemployees that “you are a part of Zendesk.”Our Board is charged with reviewing at leastannually the code of business conduct andethics, which covers ethical conduct, outlinesprohibitions on bribery and corruption globally,details compliance with international lawsand regulations, and provides access to adedicated anonymous whistleblower hotlinefor reports of violations. Employees arerequired to undergo training on the Code ofConduct, anti-harassment, insider trading,and other corporate policies. Additionally,our Audit Committee receives updates eachquarter of any major active investigations,and we maintain a publicly available policy foranyone to submit a complaint anonymously.guidelines to ensure alignment of stockholdersand our directors and offices, anti-corruptionand export control policies, and a Suppliercode of conduct that governs our policies forsuppliers doing business with Zendesk.Labor standards and human rights: In line withour commitment to the highest standards of legaland ethical business conduct, we support theelimination of modern slavery and human traffickingas set forth in the United Nations Declaration ofHuman Rights. Our Code of Conduct prohibits anyunlawful or unethical activity by any of our directors,officers, employees, or consultants. We have alsopartnered with and donated our product to theInternational Rescue Committee and the ChildRescue Coalition, two organizations promotinghuman rights and ending human trafficking.We also have a comprehensive set ofother corporate policies which promote anenvironment of legal compliance reviewed byour Nominating and Corporate GovernanceCommittee at least annually. These includea clawback policy in cases of financialstatement misstatements, stock ownership2020 Zendesk Global Impact Report9
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SData privacy and trustWe make customer trust a priority because we know that customer data is important to our customers’ valuesand operations.Zendesk supports over 100,000 brands in over 160 countries and territories. Our customers stem from a widerange of industries—including healthcare, financial services, government, and technology—and entrust uswith large amounts of sensitive information.Zendesk helps customers maintain control of their privacy and data security through:Data security: We provide our customersPrivacy compliance program: We takecompliance with high security standards, such asencryption of data in motion over public networks,auditing standards (SOC 2, ISO 27001, ISO 27018),Distributed Denial of Service (“DDoS”) mitigations,and a Support team that is on-call 24/7.pride in continuing to develop and maintainour comprehensive data privacy complianceprogram to protect personal information andto ensure compliance with relevant dataprotection requirements.Disclosure of customer service data:Highlights of this program include:Zendesk only discloses customer data tothird parties where disclosure is necessary toprovide the services or as required to respondto lawful requests from public authorities. We obtained regulatory approval for using ourBinding Corporate Rules, supporting our customersin complying with data protection rules globally(including the General Data Protection Regulationand the California Consumer Privacy Act). We certified our compliance with the EU-U.S.and Swiss-U.S. Privacy Shield Frameworks tothe U.S. Department of Commerce and havebeen added to the Department of Commerce’slist of self-certified Privacy Shield participants. We empower an experienced Chief PrivacyOfficer, who leads a global privacy team, inoverseeing our privacy strategy while fosteringa culture of security across our company. All employees are required to take at least annualdata privacy and information security trainingto ensure they understand our policies andtheir responsibilities to protect sensitive data. Inaddition, software developers and some otheremployee categories are required to take securitytraining specific to their job responsibilities. Zendesk provides a Transparency Report, updatedtwice a year, on government requests received.Trust: Zendesk has developed security protectionsand control processes to help our customersensure a secure environment for their information.Independent third-party experts have confirmedour adherence to high industry standards.Access management: Zendesk providesan advanced set of access and encryptionfeatures to help customers effectively protecttheir information. We do not access or usecustomer content for any purpose other thanproviding, maintaining, and improving the Zendeskservices and as otherwise required by law.Risk management: Zendesk maintains an internalrisk assessment process based on the ISO 27001standard, which is updated on an annual basis. Risksrelated to cybersecurity are revised on a quarterly basis.For more information, see our privacy and data protection site.You can read more about our specific governance policies at our investor relations site and in our recent 2021 Proxy Statement.2020 Zendesk Global Impact Report10
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SSECTION FOURSocial impactand philanthropyThrough our social impact programs,we encourage and empower ouremployees to become active globalcitizens. Via education, volunteering,and advocacy for the multifacetedchallenges facing society, employeesbecome more connected to eachother and Zendesk. Fosteringconnection is an important partof how we will preserve a uniqueand valuable corporate culturefor our employees as we grow.Research shows that over the pastthree years, more than half of allemployees are open to leaving theircurrent company for new roles. Thisfigure drops, however, to less than12% if they believe their company ismaking a positive impact in the world.Positive global impact and positiveemployee impact are drivers in oursocial impact investments. Learnmore on our social impact page.2020 Zendesk Global Impact Report“One of the main reasonsI joined Zendesk was itsculture and commitment tosocial impact initiatives. Ihave been super impressedby the energy and passionof my fellow Zendeskians,and how the company haspivoted to engaging in avirtual-first manner.Peter LorantChief Operating Officer, EMEA11
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SThe ZendeskNeighbor FoundationWe were proud to donate to organizations likeNAACP, National Urban League, and EuropeanNetwork Against Racism. Moving forward, we’llgive grants and donate software to make animpact around climate change, food insecurity,mental health, and digital equity and inclusion.You can read more about The Zendesk NeighborFoundation’s work in our 2020 Annual Report.In 2020, we added a newgrant recipient to ourportfolio, the InternationalRescue Committee (IRC).Our Zendesk NeighborFoundation donationsupported the IRC indeveloping its Signpostproject, a technologysolution that ensuresaccurate and up-to-dateinformation for migrantsand asylum seekers.As part of our socialmedia tool, the ThankYou Project, we sentmessages of thanks toall our hardworkingcustomer advocateemployees around theworld and donated 100 per customeradvocate to a charityof their choice. The aimof this initiative was tohelp boost the moraleof these employeesby recognizing theircontributions.Zendesk grants to nonprofits 4MDonation TotalsThe wrenching events of 2020 focused ourresolve to donate more money and technologyto organizations addressing the world’s mostpressing issues. The Zendesk NeighborFoundation increased its grants in 2020by 50% compared to the previous year. 3M 2M 1M0201820192020YearOur employees raisedover 140,000 to assistwith Australian wildfirerelief efforts in January2020. All funds wentdirectly to the AustralianRed Cross. Ourfoundation also donatedanother 25,000 toBush Heritage Networkto help them rebuild theecosystems that weredestroyed by the fires.In 2020, The ZendeskNeighbor Foundationdistributed over 1M toorganizations combatingstructural racism andbias worldwide. Thesegrantees includedSouthern PovertyLaw Center, NAACP,European NetworkAgainst Racism, andThe Asia Foundation.2020HIGHLIGHTS
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SEmployee volunteering: the Zendesk wayVolunteering remains a strong component of Zendesk culture, as giving back to our communities helps ouremployees understand local issues and develop pride in their community.Employee engagement in social impact programs20182019202040003000HoursBefore 2020, most of oursocial impact volunteerprograms were in-persongroup events. Our employeesmade a successful shift toengaging remotely, and ouremployees gave over 11,000hours of their time doingvolunteering, advocacy, andlearning about social We all get caught up in our dayto-day lives. Volunteering allowsus to step back and take thetime to focus on something thatmatters for someone else.“Volunteering broadensmy horizons, whichhelps me become amore open-minded andempathetic person.Alison MassieBence A. TóthGroup Manager, Social MediaSenior Software Engineer2020 Zendesk Global Impact Report13
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC EDonating technology and expertiseAs a part of Zendesk’s social impact initiatives,our Tech for Good program supports nonprofitsthrough providing Zendesk software productsand the skilled employees to help implementthem. In 2020, Zendesk's Tech for Good programdonated over 3M in software and services toover 100 nonprofit organizations, more than threetimes the amount donated the year prior.S O C IA L IM PACTE NV IR O NM E NTDonating our technology is an important way forZendesk to arm nonprofits with the tools theyneed to empower their clients, and to meet theshifting needs that 21st-century aid servicerequires. We've learned that the nonprofits wesupport need more than just free technology, theyneed our expertise. So we've focused a lot ondonating implementation services and access tocustomer success professionals and other skilledvolunteers, in addition to our technology. Thisallows our technical employees to meaningfullyengage their skills and expertise. It alsoempowers nonprofits to develop the skills andexpertise necessary to work with new technology.2020 Zendesk Global Impact ReportE S G METRI C STotal software donated 4M 3M 2M 1M0In March of 2020, our CEO Mikkel Svanetweeted out an offer to any organization doingcommunity relief work related to the COVID-19pandemic. Our Tech for Good team and ournetwork of partners ultimately donated over 1.4M in software value to 70 organizationsaround the world that were providing COVID-19relief services to communities. We realized thatthe same value our customers get from oursoftware–ease of use, quick response times, andhuman-to-human connection–was essential tothose providing disaster relief services during theearly days of the COVID-19 pandemic.E M P LOY E E S20192020Mikkel Svane@mikkelsvaneCOVID-19 - Application for Free ZendeskEmail addressYour emailZendesk has launched a program to donateour tools and services to help organizationsthe have been impacted by.docs.google.com6:13 PM · Mar 22, 20203376614
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SThe partnerships we forge with nonprofits, which are ready to bring a better customer experience to their work,help us build trust in communities around the globe. Again and again, we get to see our technology applied in wayswe never dreamed of, such as:Using Zendesk for Support to quickly funnel emergency requests from any channel in any location and getfood to those who need it most.WORLD CENTRAL KITCHENUsing Zendesk's Sunshine platform to empower victims of police abuse, facilitate reporting of those abuses,and loop in necessary third parties.RAHEEMUsing Zendesk Sell to intake asylum-seeking families and refugees coming across America's southernborder and get them to their new homes in the United States.IRC WELCOME CENTERThe International Rescue Committee (IRC) respondsto the world’s worst humanitarian crises and helpspeople whose lives and livelihoods are shattered byconflict and disaster to survive, recover, and gaincontrol of their future.The IRC believes that accurate, accessible, and timelyinformation is essential for people in times of crisis.That’s where the Signpost project comes in. Signpost’sgoal is to place the power of critical and accurateinformation in the hands of people who need it most:refugees looking to begin a new life in a new home.Through a partnership with our Tech for Good program,Signpost uses Zendesk as the platform to powerSignpost websites. There, users can get informationand support via the channels best suited to their needs.Zendesk technology has allowed the Signpost team tocreate information centers for refugees packed withaccurate and relevant information in their locallanguage. It also helps Signpost to empower regionalpartners in-country to respond quickly to refugeerequests for support across a variety of channels,including Facebook, email, phone, and WhatsApp.In late 2020, the IRC was able to build its first Signpostinstance on Zendesk–InfoPa’lante in Colombia. Quicklythereafter, due to the ease of using Zendesk, thenonprofit was then able to create additional sitesin Mexico and Pakistan. Through our deepeningpartnership with Signpost and continued donation ofsoftware, grants, and expertise, Zendesk will be ableto provide the IRC with the tools to create and expandSignpost brands to 12 countries by the end of 2021.EMPOWERINGREFUGEES
“C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SSignpost’s mission is to decolonize humanitarianinformation and shift the power back to peopleimpacted by crises. We flip the paradigm ininformation services—rather than it being drivenby responders and authorities, it’s the communitywho decides what information they need to findsafety from violence, protect loved ones frominfectious disease, exercise their human rights,claim asylum, or find economic opportunities.Signpost is a high-tech, democratized approach toempower people through social and online media. Inthe coming years, Signpost will embed itself withinthe international humanitarian architecture andbecome a long-overdue upgrade to the essentialinfrastructure of crisis response. We’re very pleasedto take this journey together with Zendesk.Andre HellerSignpost Global Director2020 Zendesk Global Impact Report16
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC ES O C IA L IM PACTE NV IR O NM E NTE M P LOY E E SE S G METRI C SSECTION FIVEEnvironmentalimpactOur strategy and focusAt Zendesk, we recognize the riskthat climate change brings to oursociety as well as to our customers,communities, and employees. We aredeepening our understanding of thiscomplex and global challenge and howwe can play a part in the solution.Zendesk aims to:1Zendesk’s success comes from takingsomething complex and alienatingand making it simpler and morehuman. We will look to use this sameapproach to analyze the knownclimate change strategies that areneeded and determine how we cancontribute to them in a meaningful way.Measure and reduce our annual emissionsacross Scope 1, 2, and 3—and to share thoseresults in a transparent manner with ourstakeholders. We aim to not only purchaseenough renewable energy globally to power100% of our leased office energy needs,but also to invest in enough carbon removalsolutions to ensure that our offices are carbonnegative starting in 2021. We will achieve thisby removing more carbon from the atmospherethan we generate from operating them.2Leverage our technology and financialresources to further environmental andsustainability efforts both inside andoutside our company, and build a longerterm strategy for how we approachclimate change in a thoughtful way.2020 Zendesk Global Impact Report17
C O N T E N TSC E O M E S SAGEABOUT RE P ORTG OVE R NA NC EIn 2020, our offices were shuttered, customerevents canceled, and all employee travelwas halted for much of the year. It was a timeto reassess and reprioritize how we as acompany think about our contribution to fightingclimate change. As expectations from keystakeholders increase around how companiestake action on these issues, we are more closelyscrutin
About Zendesk Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone. We power billions of conversations, connecting more than 100,000 brands with hundreds of millions
