Customers and partners
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
Guest post
4 min read
The quiet shift behind customer expectations
For a long time, speed shaped the customer service conversation. Faster responses signaled attentiveness. Shorter queues…
Guest post
4 min read
The next CX frontier: Prompt-driven analytics deliver AI-powered insights
For years, brands have relied on dashboards as the backbone of performance reporting. While they provide…
Guest post
2 min read
From single-channel support to multimodal intelligence: Why visual evidence is the future of CX
Over the past decade working in support, one pattern has always stood out to me: the…
Guest post
4 min read
Goodbye, Groundhog Day: Memory-rich AI and the new era of personalization at scale
How do you establish a relationship with someone who can’t remember you? This is the core…
Guides
5 min read
The road to AI maturity (Part 3): Empower your team with AI assistance
As we wrap up our AI Maturity series, the focus shifts from foundational work to higher-order…
Article
4 min read
Power of a resolution: How FreeWorld creates second chances with Zendesk
FreeWorld Founder and CEO Jason Wang carries with him a mission that is both deeply personal…
Article
5 min read
Breaking through the automation glass ceiling with the Resolution Learning Loop™
It’s almost 2026. Can we all agree that AI is proving its ability to help automate…
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