Leadership voices
Tips and strategic advice from our leadership team.
The future of service belongs to self-improving AI
We’re at a watershed moment in service, one where systems of record give way to intelligent…
Latest stories
Article
5 min read
Ditch the IVR: How Voice AI turns frustration into resolution
The era of rigid, impersonal phone menus is over. For decades, the Interactive Voice Response (IVR)…
Article
3 min read
The contact center’s next chapter is agentic
The ‘cost center’ label has been the limiting narrative for CX leaders for decades. For years,…
Article
4 min read
How Zendesk navigates AI governance and data privacy risks in automated customer support
I sometimes say that trust is like a one-day contract – it is only valid for…
Article
2 min read
Becoming a "Service Architect": The evolution of the human agent
A narrative that has long hung over the heads of contact center leaders is that of…
Article
5 min read
To drive AI adoption in legal, you have to make time to play
A few months ago, I came across a LinkedIn post by one of our lead AI…
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
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…
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