Leadership voices

Burning AI questions answered

Zendesk’s senior CX strategist, Peter Neels, tackles the hard-hitting AI questions and explains why a smart implementation strategy might look different than you'd expect.

Zendesk’s Joey Edwards-Lebair

Unpack more insights from Zendesk’s 2026 CX Trends report, including immersive experiences, the rising responsibility to protect customer data, and why you shouldn’t abandon your voice channels just yet.

To drive AI adoption in legal, you have to make time to play

Blending AI and human expertise: Zendesk’s approach to CX

5 resolutions every CX leader should commit to in 2026

With major changes coming to every role on the support team, here are the resolutions that will set you up for success in the year ahead.

From service agents to AI teammates: The human architecture of agentic service

How human-centered design, clear roles, and thoughtful AI support help teams create faster, more empathetic, and more efficient customer experiences at scale.

Building teams, choosing joy, and getting personal: Meet Beth Held

Meet Beth Held, director of call center operations for Micro Center, a computer department store, and one of the top 200 of America’s largest private companies. Held was thrilled to bring her relationship-building experience to a new environment and share it with people who were on the front lines every day.

Startup Central — How to stay connected to your customers with Digit, Fandom, and Lever

See how they've modified their practices to meet customers' changing needs.