Best practices
Strategies, how-tos, and ideas to inspire you.
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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…
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…
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
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…
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…
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Join the Zendesk Experience Research Panel and help shape the future of our products.
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…
Guides
7 min read
Getting AI buy-in can be difficult. That's where change enablement comes in.
AI is everywhere in service right now. It is in our chats, our tickets, our workflows,…
Article
5 min read
HR and IT fusion teams are the future
The most enduring organizational designs are the ones that evolve as the work itself changes. Today,…
Article
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…
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