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Strategies, how-tos, and ideas to inspire you.
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6 min read
Elevating API security to keep pace with AI innovation
Today, Zendesk announced enhancements to how third-party software developers are permitted to build apps and integrations…
Article
3 min read
Zendesk AI Effect: Empowered agents gain clarity, confidence, and career growth with AI
AI is changing what it means to be a customer service agent. And it’s impacting everything…
Article
10 min read
ITSM metrics: What to measure and why it matters
What are ITSM metrics? ITSM metrics are measurable indicators used to track the performance, efficiency, and…
Article
5 min read
Why service design should be at the core of your CX strategy
While you may not be familiar with service design, you’ve almost certainly experienced the frustration of…
Article
6 min read
How Zendesk uses agentic AI to deliver instant, human-like support at scale
We use what we build. Zendesk’s own support team runs on the same agentic AI and…
Article
5 min read
Everyone’s launching AI agents. Few are ready for them.
Just a few years ago AI agents might have felt like something out of a science…
Article
5 min read
ITSM vs. ESM: Differences between IT and enterprise service management
Evaluating tools for employee service management can lead to a debate between ITSM vs. ESM as…
Article
10 min read
AI in contact centers: How technology is shaping the CX
With everything from groceries to rideshares available at the push of a button, today’s customers have…
4 min read
Results, not hype: How SeatGeek and TransferGo use AI to deliver real CX impact
AI might be the hot topic in CX, but for Whitney Thomas at SeatGeek and Marta…
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
8 min read
What is agentic AI, and how does it work?
Agentic AI definition Agentic AI refers to autonomous software that takes initiative to accomplish service-related goals…
Article
5 min read
The power of listening: 3 ways Lush drives brand growth with CX
Today’s top brands are transforming their customer experience with actionable feedback that not only helps customers…
Article
3 min read
86% of IT leaders rank employee service as a top priority. Here are their next steps.
Gone are the days when IT focused solely on infrastructure and digital transformation. Nowadays, IT teams…
Article
4 min read
Designing the future of CX: 3 ways Notion creates seamless experiences
What does it take to deliver a five-star customer experience at every interaction? At Zendesk Relate,…
Article
7 min read
IT services: What they are + 15 types you can use
What are IT services? IT services are the procedures and processes that help businesses manage and…
Article
4 min read
How Twilio and Match Group elevate CX with human-centric AI
Early AI adopters are blazing new trails in customer experience—achieving unprecedented results and capturing customers’ attention…
Article
8 min read
What is ITSM? The ultimate IT service management guide
What is ITSM? IT service management (ITSM) is a framework for delivering IT services to customers…
Article
5 min read
Inside Dutch Bros HR: Embracing failure to redefine employee service
What does it take to be one of the fastest-growing companies in the U.S.? It’s more…
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