Best practices
Strategies, how-tos, and ideas to inspire you.
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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
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…
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
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
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
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,…
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,…
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…
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Guides
4 min read
The road to AI maturity (Part 1): Start with a plan to unlock real results
Artificial Intelligence (AI) is rapidly transforming service today and while it’s important to move quickly to…
Guest post
5 min read
From service agents to AI teammates: The human architecture of agentic service
Disclosure: My perspective, shared in partnership with Zendesk. Across every industry, service leaders are feeling the…
Article
5 min read
Rethinking CX metrics in agentic service
Customer experience has entered the AI era, and the metrics used to measure success must evolve…
Article
3 min read
Fuel your AI with a knowledge base built in days, not months
Here’s the truth: without a trusted, accurate source of knowledge to pull from, AI is like…
Article
5 min read
Sleigh your holiday support with AI-ready knowledge
It’s that time of year for extra eggnog, cozy sweaters, holiday lights, and of course the…
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