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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.
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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…
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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.
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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…
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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…
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10 essential books for HR leaders in 2025
These 10 books for HR leaders, curated by our team of experts, will help you enhance…
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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…
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New year, new January integrations
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. KiteSuite (Support)…
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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,…
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Latest customer service innovations for 2025
Over the last year, we have seen more change and innovation in the world of support…
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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…
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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…
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What is natural language understanding (NLU)?
Native speakers often bend the grammatical rules of their mother tongue. Their language (both spoken and…
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Intelligent virtual assistants: The ultimate guide
A version of this article first appeared as a guest post on G2’s Learn Hub. Intelligent…
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What is a virtual agent?
What is a virtual agent? A virtual agent—which is used synonymously with “intelligent virtual assistant” or…
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What is a support bot?
Today’s support chatbots are intelligent, AI-powered game changers In previous articles, we’ve written about virtual agents…
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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…
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