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AI in customer service
Research and trends
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Customer engagement
Customer retention
Customer engagement
Customer experience: strategies, importance and examples
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Best practices
Article
8 min read
What is agentic AI, and how does it work?
What is agentic AI? Agentic AI is an autonomous AI system that independently plans, reasons, and…
Article
1 min read
What is AI transparency? A comprehensive guide
AI transparency builds trust, ensures fairness, and complies with regulations. Dive into the benefits, challenges, and strategies to achieve transparency in AI.
Article
1 min read
Customer service quality assurance: The ultimate guide
Customer service quality assurance helps you deliver consistently high-quality service across every channel. Learn all about the QA process in our guide.
Article
5 min read
AI call centre: How voice and digital channels are changing CX
Implementing AI call centre solutions helps businesses increase customer satisfaction, boost team productivity, and scale operations.
Tools and media
12 min read
How to create customer surveys: 8 tips and examples
Customer surveys are a great way to gather feedback—the challenge is getting people to respond. Here’s how to create engaging surveys your customers will actually complete.
Guides and ebooks
1 min read
The playbook for controlling costs with AI
Boost your productivity. Future-proof experiences. All without compromise. Find out how AI is the best investment and a critical strategy for controlling costs.
Guides and ebooks
Consumers expect AI to radically transform service
In this Zendesk white paper, consumers share their thoughts about how AI will transform customer service and why they think businesses aren't doing enough to embrace the technology.
13 min read
8 great FAQ page examples and how to create your own
An FAQ page should be part of your team’s investment in customer self-service. Get inspired to create your own with these FAQ page examples from well-known brands.
Executive insights
Article
8 min read
Workforce optimisation: The ultimate guide for 2026
Workforce optimisation makes processes more efficient and employees more productive, and gives more flexibility to your bottom line. Learn more about it below.
4 min read
Why CX Champions must continue raising the bar on excellent customer service
You have built a powerful support organisation, an achievement worth celebrating. But now what? Learn what other CX Champions are doing to continue providing innovative service.
4 min read
Rising to the top — these CX leaders are up for solving complex service challenges
Trying to find the right balance between human agents and AI? Customer data split across systems and apps? Struggling to hire and retain support talent? You may be a CX Riser.
5 min read
Early on the path to CX success? Here is why the up-front investment is worth it
Customer service agents overwhelmed? No visibility into real-time data? Weak personalised service? You may be a CX Starter.
Guides, research and more
White Paper
2 min read
How to provide great facebook customer service
Scroll to the bottom to download our white paper “Tips for Providing Great Customer Service on…
Guides and ebooks
1 min read
Three ways AI will reshape HR by 2028
The future of employee service is evolving – and the next three years will be consequential…
Guides and ebooks
6 min read
Zendesk AI Effect: Real Brands, Real Results, Outsized Impact
The best brands aren’t just adopting AI—they’re using it to deliver faster service, increase efficiency, and…
Popular guides
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Latest stories
Article
8 min read
What is agentic AI, and how does it work?
What is agentic AI? Agentic AI is an autonomous AI system that independently plans, reasons, and…
Article
1 min read
What is AI transparency? A comprehensive guide
AI transparency builds trust, ensures fairness, and complies with regulations. Dive into the benefits, challenges, and strategies to achieve transparency in AI.
Article
11 min read
Understanding outcome-based pricing: A results-driven framework
What is outcome-based pricing? Outcome-based pricing (OBP) is a value-based model in which sellers only charge…
Article
6 min read
A complete guide to AI copilots in 2026
What is an AI copilot? An AI copilot is an intelligent, conversational assistant integrated directly into…
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you’ll 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
8 min read
The ultimate guide to change enablement
As the pace of work accelerates, driven by new tools and workflows, many IT teams are…
Article
1 min read
Customer service quality assurance: The ultimate guide
Customer service quality assurance helps you deliver consistently high-quality service across every channel. Learn all about the QA process in our guide.
Article
5 min read
AI call centre: How voice and digital channels are changing CX
Implementing AI call centre solutions helps businesses increase customer satisfaction, boost team productivity, and scale operations.
Subscribe to the blog
The best source of information for customer service, sales tips, guides and industry best practice. Join us.