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Best practices

Strategies, how-tos, and ideas to inspire you.


Agent copilots: The essential ingredient for AI success in 2025

A winning AI strategy starts with copilots. Our data shows that CX leaders successfully integrating AI…

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Article
7 min read

How to improve soft skills in customer service teams

What are soft skills? Soft skills are the personal attributes and non-technical abilities that allow people…

Article
3 min read

What is a support bot?

Today’s support chatbots are intelligent, AI-powered game changers In previous articles, we’ve written about virtual agents…

Article
3 min read

Getting started: Bots vs. humans

Not a sci-fi movie villain If you’re apprehensive about automation because you’re concerned it’s going to…

Article
5 min read

What is the experience economy? (Plus experience economy examples)

Over the past few centuries our society has transformed. First thanks to the industrial revolution which…

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
4 min read

Accelerate your CX in 2025: A 5-step AI readiness checklist

The organizations set to surge ahead in 2025 are those that took bold, early action to…

Article

What is shadow AI? Risks and solutions for businesses

Shadow AI is the unapproved use of generative AI tools and features by employees. Learn more about the risks and what IT teams can do to mitigate shadow AI.

Article

25 free and customizable feedback form templates

Feedback forms help you collect opinions from customers, stakeholders, and employees. Download our free templates and collect feedback today.

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