Leadership voices
Tips and strategic advice from our leadership team.
AI will transform CX as we know it—and we’re already well underway
Change comes slowly and then all at once. This phrase, often attributed to Ernest Hemingway, perfectly…
Latest stories
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…
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
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
Why IT leaders are eyeing XLAs to enhance employee experience
For decades, Service Level Agreements (SLAs) have held IT teams accountable to measurable targets—respond within an…
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…
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.