Best practices

Article
4 min read

Agent copilots: The essential ingredient for AI success in 2026

This is part 2 of our AI Readiness series, designed to help CX organizations prepare to…

Article
7 min read

How to improve soft skills in customer service teams

What are soft skills? Soft skills are the personal attributes and non-technical abilities that allow people…

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…

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 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 2026: 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 2026

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.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

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.

Article
10 min read

Generative AI glossary: Key AI terms for 2026 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.

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

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.