Zendesk helps organisations deliver personalised, AI-enabled service experiences across every channel—streamlining operations, improving responsiveness, and enhancing customer satisfaction.
Simplifying CX at scale
Zendesk is a leading customer experience platform, trusted by over 100,000 organisations worldwide. Designed to unify service delivery, Zendesk enables seamless engagement across web, mobile, social, and voice channels—bringing every customer interaction into a single, integrated workspace. With automation and AI embedded into the platform, teams can improve productivity, reduce response times, and scale operations without compromising quality. From conversational messaging to intelligent voice support and workforce engagement tools, Zendesk empowers businesses to elevate service outcomes while managing operational costs.
AI-powered customer service
Zendesk enhances every customer interaction through intelligent automation, real-time personalisation, and scalable support solutions. Messaging and live chat capabilities meet customers where they are—across digital and social platforms—while AI handles routine tasks and escalates more complex queries when required. Voice support, powered by AI agents, delivers high-quality, human-like assistance at scale. Workforce engagement tools offer AI-driven forecasting, real-time analytics, and smart scheduling to help service teams perform at their best. Zendesk enables faster resolutions, greater visibility, and a consistent customer experience across all touchpoints.
Built for growth and integration
Zendesk is designed to grow with your business—integrating seamlessly with existing systems while unlocking deeper customer insights. The platform connects to hundreds of third-party applications and CRMs, ensuring you have a single source of truth across every customer touchpoint. With real-time data and advanced analytics, service teams gain the context needed to personalise support and resolve issues faster. Zendesk also delivers measurable value—improving CSAT, reducing resolution times, and supporting scalable service models that adapt to evolving customer needs.
Accelerating Zendesk with Deloitte Digital
Partnering with Deloitte Digital ensures you unlock the full potential of Zendesk. Our deep experience in digital transformation, customer strategy, and systems integration helps organisations implement Zendesk faster, smarter, and with measurable impact. Together, Zendesk’s intelligent platform and Deloitte’s human-centred design approach deliver scalable customer service solutions that drive satisfaction, efficiency, and long-term value.
Strategic acceleration
We help define and execute a clear Zendesk roadmap—aligning technology with your customer experience vision from day one.
Seamless integration
Our experts connect Zendesk with your existing systems, data, and tools to create a unified view of every customer interaction.
Human-centred design
We reimagine service journeys through empathy and design thinking—ensuring every touchpoint feels intuitive and engaging.
Data-driven decisions
By combining Zendesk analytics with Deloitte’s insight frameworks, we help you measure performance and continuously optimise results.
Operational excellence
Deloitte Digital helps scale and automate service operations—reducing cost-to-serve while improving responsiveness and quality.
Trusted transformation partner
With global delivery capability and industry expertise, we ensure your Zendesk implementation drives lasting business and customer impact.
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Pierre Mallia
Pierre is a seasoned ICT professional and entrepreneur with over 30 years of experience, having worked on engagements in various industries such as the public sector, telecommunications, software development, manufacturing, healthcare, media, retail, transportation, financial services and recruitment. Throughout his career, Pierre has been involved in both start-ups and large-scale enterprises, including founding a number of startups. He spent seven years at Microsoft where, as Country Manager, he played a key role in the successful establishment and growth of the company’s subsidiary in Malta. In 2010, Pierre founded iMovo Ltd, a company specialised in helping businesses achieve agility, scalability and deliver a better customer experience through digital transformation. Pierre holds a degree in Computer Science from Kingston University and has further refined his leadership skills through executive development programmes at the National University of Singapore and INSEAD. Pierre is also passionate about technology, travel and underwater photography.
Ludwig Micallef
With over 13 years of experience working in the technology sector, Ludwig is responsible for Customer & Marketing service line within Deloitte’s Technology & Transformation business in Malta. He specialises in sales, service and marketing automation solutions combined with customer facing channels, providing end-to-end solutions. Over the years, he has consulted several clients across a wide range of industries, leading technology projects from the conceptualisation all the way to implementation. Ludwig is currently responsible for a number of delivery teams involved in various consultancy and implementation projects including customer relationship management solutions, web and mobile apps, e-commerce solutions, content management platforms, digital marketing, robotics and workflow automation solutions
Andrea Muscat
Andrea is a part of the Deloitte Malta Technology & Transformation Salesforce team. His primary role covers the functional analysis of projects at both pre-sales stage and during implementation. His experiences in Salesforce implementations included a local language school and a B2B game provider operating in the online gaming industry. Andrea also has diverse experience in projects such as CRM, ERP, BI and Point of Sale implementations, project coordination and support spanning multiple industries such as retail, telecommunications, public sector and professional services. His main focus has been around the banking industry, including savings, retail and central banks. Such projects included substantial requirements gathering, business process analysis and GAP/Fit analysis. In September 2014, Andrea became an SAP Certified Application Associate for SAP BusinessObjects Business Intelligence Platform and is currently reading for his Salesforce Certification.