AI and automation
From bots to intelligent workflows, see how AI is transforming business.
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Article
5 min read
What tech companies need according to Zendesk's 2026 CX Trends Report
The tech industry has always moved quickly, but the pace of change today is unprecedented. As…
Guides
7 min read
Getting AI right starts with knowledge: A guide for service leaders
The AI era is here—and CX leaders are racing to move fast and prove ROI. It’s…
Article
4 min read
Promptable analytics: How CX teams can have a two-way conversation with data
Imagine your own personal data scientist, sitting by your side and able to take a nebulous…
Article
3 min read
How leaders in media and entertainment use AI to transform CX
From binge-worthy streaming to high-stakes gaming and live betting, entertainment companies are handling customer interactions around…
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.
Article
4 min read
From transactions to trust: How AI is transforming CX in financial services
In financial services, customers expect both security and speed—a balance that’s becoming more difficult to maintain.…
Article
3 min read
How retailers are scaling customer service with AI
In today’s fast-moving retail landscape, delivering fast, personalized support isn’t optional — it’s expected. In fact,…
Article
5 min read
Designing better resolutions through a Jobs to Be Done mindset
I recently had an issue with a new couch I purchased — it was leaking feathers,…
Guest post
5 min read
The future of CX Is contextual: AI is the new standard
Every year I read trend reports with the same mix of excitement and skepticism. Some feel…
Article
3 min read
Blending AI and human expertise: Zendesk’s approach to CX
Zendesk has been through many transformations over our 18-year history; but none of those are as…
Article
5 min read
How cloud contact centers are powering the future of voice AI
No customer should have to navigate a complex phone tree, only to be forced to connect…
Guides
4 min read
The road to AI maturity (Part 1): Start with a plan to unlock real results
Artificial Intelligence (AI) is rapidly transforming service today and while it’s important to move quickly to…
Article
6 min read
5 resolutions every CX leader should commit to in 2026
You might say we take resolutions rather seriously at Zendesk. After all, delivering “resolutions” is quite…
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Guest post
3 min read
How multi-agent systems are changing customer service
If you’ve worked in customer service for any length of time, you’ve probably noticed the same…
Guest post
5 min read
From service agents to AI teammates: The human architecture of agentic service
Disclosure: My perspective, shared in partnership with Zendesk. Across every industry, service leaders are feeling the…
Article
5 min read
Rethinking CX metrics in agentic service
Customer experience has entered the AI era, and the metrics used to measure success must evolve…
Article
3 min read
Fuel your AI with a knowledge base built in days, not months
Here’s the truth: without a trusted, accurate source of knowledge to pull from, AI is like…
Article
8 min read
Zendesk QA: How AI-powered quality reviews help teams improve faster and work smarter
Quality assurance is critical for any support team that wants to scale without losing the personal,…
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