What is technical debt and how to manage it effectively

What is technical debt? Technical debt refers to the future cost of reworking code as a…

Article
8 min read

Wrap up the year with smarter integrations

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Tasks for…

Article
4 min read

Zendesk named a Leader in the IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement Management 2025–2026 Vendor Assessment

In a rapidly evolving CX landscape, AI-enabled workforce engagement is becoming a critical differentiator – and…

Guest post
6 min read

Leading in the AI era with contextual intelligence

Most of us have experienced a moment like this. You contact support, explain the issue, and…

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Guides
5 min read

The road to AI maturity (Part 3): Empower your team with AI assistance

As we wrap up our AI Maturity series, the focus shifts from foundational work to higher-order…

Article
5 min read

iGaming customer support strategies for high-demand moments

Mastering iGaming & Betting peak seasons iGaming and Betting peak seasons are an inevitable part of…

Article
5 min read

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

A few months ago, I came across a LinkedIn post by one of our lead AI…

Article
4 min read

Power of a resolution: How FreeWorld creates second chances with Zendesk

FreeWorld Founder and CEO Jason Wang carries with him a mission that is both deeply personal…

Article
5 min read

Breaking through the automation glass ceiling with the Resolution Learning Loop™

It’s almost 2026. Can we all agree that AI is proving its ability to help automate…

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Article
4 min read

The AI advantage: How smart automation gives IT teams their lives back

IT teams are facing a critical challenge. The demand for support is growing exponentially, driven by…

Article
5 min read

Prompt literacy is the new core skill for service

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…

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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…

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…