Customer experience
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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…
Article
3 min read
Blending AI and human expertise: Zendesk’s approach to CX
Zendesk has been through many transformations over our 18-year history; but none of those are as…
Article
5 min read
How cloud contact centers are powering the future of voice AI
No customer should have to navigate a complex phone tree, only to be forced to connect…
Article
6 min read
5 resolutions every CX leader should commit to in 2026
You might say we take resolutions rather seriously at Zendesk. After all, delivering “resolutions” is quite…
Guest post
3 min read
How multi-agent systems are changing customer service
If you’ve worked in customer service for any length of time, you’ve probably noticed the same…
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…
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
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
8 min read
Zendesk QA: How AI-powered quality reviews help teams improve faster and work smarter
Quality assurance is critical for any support team that wants to scale without losing the personal,…
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…
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…
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…
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