Customer experience
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Article
3 min read
The future of CX is contextual intelligence. Here’s why that matters—and how to level up.
Context is everything is customer service. When a customer reaches out about a return, an issue…
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
4 min read
Zendesk Named a Leader in the 2025 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center
We’re proud to share that Gartner has named Zendesk a Leader in its 2025 Magic Quadrant™…
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…
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
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…
Article
5 min read
Advancing the Resolution Platform to set a new standard for service
Here at Zendesk, we’re focused on a singular goal: delivering resolutions that help customers and companies…
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
5 min read
Customer experience: the hidden ace in iGaming & Betting
The true ace up the sleeve? Customer Experience (CX). As a Sales Director at Zendesk, I…
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
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,…
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
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…
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
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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