Zendesk Insights
Equipping organizations with the insights, tools, and best practices to thrive in the age of AI.
Trending
Article
5 min read
Prompt literacy is the new core skill for CX
In September 1985, a new piece of software launched that would transform how people worked with…
Guides
5 min read
The road to AI maturity (Part 2): Deliver value with automation
In part 1 of our road to AI maturity series, we covered why aligning your teams…
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…
Expertise
Article
5 min read
Prompt literacy is the new core skill for CX
In September 1985, a new piece of software launched that would transform how people worked with…
Guides
5 min read
The road to AI maturity (Part 2): Deliver value with automation
In part 1 of our road to AI maturity series, we covered why aligning your teams…
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
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,…
Get insights right in your inbox
The best source of information for AI-powered customer and employee service. Subscribe to our newsletter.
Innovation
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…
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
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
2 min read
Building a more secure API ecosystem as AI accelerates
In September we outlined how AI is reshaping service and why API security must modernize. Since…
Trends & Insights
Article
4 min read
Six ways AI is making service work better for humans
AI clearly moves the headline service KPIs, like resolution time and CSAT. What’s easier to miss…
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,…
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
The future of CX is contextual intelligence. Here’s why that matters—and how to level up.
Context is everything is customer service. When a customer reaches out about a return, an issue…