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Strategies, how-tos, and ideas to inspire you.
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6 min read
Building realistic multi‑turn tests for AI agents
At Zendesk, we invest heavily in making sure our AI agents are not only smart, but…
Article
3 min read
Raising the bar for enterprise-grade security in AI-powered CX: Zendesk gets Cyber Essentials Plus certified
Security and resilience are essential for CX platforms as AI‑powered support operations scale up. At Zendesk,…
Article
3 min read
Lessons from AI Summit: How to build the right foundation for your AI strategy
Today’s leading CX organizations are gaining a competitive edge with AI. At this year’s Zendesk AI…
Article
5 min read
Knowledge has evolved: 4 tips to help service leaders catch up
Knowledge guides every service interaction—whether it’s a customer returning an item, an AI agent escalating an…
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.
Article
5 min read
Transform your contact center: The power of unified omnichannel and self-service
Customers expect seamless, personalized service on whichever channel they choose. The era of single-channel support is…
Article
5 min read
3 ways UX Research strengthens your CX strategy
Most CX strategies are built around outcomes like improving CSAT, raising NPS, or reducing churn. These…
Article
3 min read
Zendesk achieves ISO 42001 certification: Raising the bar for AI governance in customer experience
AI is transforming how businesses engage with customers, but adoption hinges on trust. IT and security…
Article
5 min read
Why IT leaders are eyeing XLAs to enhance employee experience
For decades, Service Level Agreements (SLAs) have held IT teams accountable to measurable targets—respond within an…
Article
6 min read
The hidden costs and complexities of building AI for service
When it comes to AI agents, companies are once again grappling with the age-old question: should…
Article
5 min read
Unlocking new possibilities: Revolutionizing service with the Zendesk AI MCP client
Customer support interactions heavily depend on personalized, real-time information, like order statuses, account details, interaction history,…
Article
4 min read
Redefining Zendesk's customer care for the AI age
For over 15 years, we’ve built our reputation as a leader in great customer experiences, delivering…
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
3 min read
Zendesk AI Effect: 93% of admins shift their focus to strategy thanks to AI
Today’s admins are ripping up their old job descriptions. Powered by AI, admins’ roles have evolved…
Article
3 min read
What really builds trust in AI-powered experiences?
AI is transforming customer and employee service, but too often it’s being deployed without the policies…
Article
4 min read
Agentic AI vs. generative AI: What sets them apart
When most people hear artificial intelligence (AI), they think of tools like ChatGPT or Google Gemini.…
Article
3 min read
Quality score: Performance reviews for your AI agents
AI agents are handling a growing share of the customer service workload. But many companies still…
Article
5 min read
Resolution is the only customer service outcome that matters
It’s hard to deliver great service if you aren’t actually resolving a customer’s issue. Most customers…
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