Best practices
Strategies, how-tos, and ideas to inspire you.
Latest stories
Article
3 min read
What is a support bot?
Today’s support chatbots are intelligent, AI-powered game changers In previous articles, we’ve written about virtual agents…
Article
3 min read
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…
Article
5 min read
What is the experience economy? (Plus experience economy examples)
Over the past few centuries our society has transformed. First thanks to the industrial revolution which…
Article
4 min read
Accelerate your CX in 2025: A 5-step AI readiness checklist
This is part 1 of our AI Readiness series, designed to help CX organizations prepare to…
Article
7 min read
AI innovation checklist: How leading companies have stayed ahead in 2025
2024 has been a year like no other. AI has moved from buzzword to business-critical, and…
Article
10 min read
What is shadow AI? Risks and solutions for businesses
Shadow AI is the unapproved use of generative AI tools and features by employees. Learn more about the risks and what IT teams can do to mitigate shadow AI.
Article
25 free and customizable feedback form templates
Feedback forms help you collect opinions from customers, stakeholders, and employees. Download our free templates and collect feedback today.
Reports
1 min read
Revolutionize work: 3 AI strategies to drive productivity and satisfaction
Mariah Schuknecht, Vice President, People Operations at Zendesk, reveals how AI is transforming the workplace by…
Article
Chatbot quality assurance (QA): Definition, importance & more
Quality assurance helps to make sure customer service chatbots function effectively, improve customer experience, and boost operational efficiency.
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Article
10 min read
Generative AI glossary: Key AI terms for 2025 and beyond
Our generative AI glossary covers the common AI words you need to know to understand artificial intelligence, including AI agents, automation, bias, and more.
Article
7 min read
AI in hospitality: Use cases, benefits, and more
AI in hospitality is helping improve customer satisfaction by making it easier for companies to deliver top-tier service and for customers to access it.
Article
6 min read
AI in transportation: Benefits, use cases + what’s next
Learn how AI is shaping the future of transportation, improving customer service so travelers can keep their minds on their destination.
Article
4 min read
No time to waste: 5 AI tactics to scale customer service without adding headcount
Customer engagement rates are about to explode, surging fivefold as customers increasingly reach out over digital…
Article
An introduction to quality assurance for your support team
Quality assurance helps your support team improve performance monumentally. Here is how to introduce a QA program to your team successfully.
Article
AI in finance: Top use cases and benefits to know
AI in finance transforms the customer experience to create more engagement and loyalty. This guide explores the benefits of using AI in the finance industry.
Article
6 min read
AI in e-commerce: How it’s transforming CX
AI in e-commerce enables companies to build long-term customer loyalty, boost conversions, and streamline operations—when done right. Read our guide to discover how.
Article
5 min read
What is total experience? Definition + strategies for success
A successful total experience strategy helps you keep customers and employees satisfied. Here's how to do it right.
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