Skip to main content

Article


Latest stories

Article
4 min read

Personal AI is next in line to disrupt CX - here's how to prepare

AI is no longer just a tool for businesses—customers are deploying it too, using personal assistants to interact with brands and handle tasks on their behalf.

Article
6 min read

Voice AI’s big year — the secret to more scalable CX in 2025

Voice AI is taking center stage in 2025. According to our research, nearly 80 percent of…

Article
12 min read

Escalation management: Best practices + how to manage it

Escalation management can help organizations solve customer issues quickly and efficiently. Learn how you can bring it to your organization.

Article
2 min read

Human-centric AI adoption powers startups to scale strategically

Leaner teams don’t have to mean lower impact—especially with AI as your advantage. And most consumers…

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
1 min read

10 essential books and podcasts for IT leaders in 2025

These 10 essential resources, curated by our team of experts, will help you design better employee…

Article
1 min read

10 essential books for HR leaders in 2025

These 10 books for HR leaders, curated by our team of experts, will help you enhance…

Article
4 min read

Agent copilots: The essential ingredient for AI success in 2025

This is part 2 of our AI Readiness series, designed to help CX organizations prepare to…

Article
5 min read

New year, new January integrations

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. KiteSuite (Support)…

Article
3 min read

Zendesk and Local Measure partner to deliver advanced voice solutions for enterprises

Earlier today at our annual company meeting, Zendesk announced an exciting strategic partnership with Local Measure,…

Article
7 min read

Latest customer service innovations for 2025

Over the last year, we have seen more change and innovation in the world of support…

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
8 min read

The role of automation in contact center quality assurance

Unless you’ve been living under a rock these last couple of years, chances are you are…

Article
6 min read

What is natural language understanding (NLU)?

Native speakers often bend the grammatical rules of their mother tongue. Their language (both spoken and…

Article
12 min read

Intelligent virtual assistants: The ultimate guide

A version of this article first appeared as a guest post on G2’s Learn Hub. Intelligent…

Article
4 min read

What is a virtual agent?

What is a virtual agent? A virtual agent—which is used synonymously with “intelligent virtual assistant” or…

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…

Subscribe to the blog

The best source of information for customer service, sales tips, guides, and industry best practices. Join us.