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
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…
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,…
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…
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