Article
Zendesk + Ultimate: Setting a new standard of service with AI agents
Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market.
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Best practices
Infographic
The benefits of adopting an AI-powered workforce engagement management solution
Discover how investing in an AI-powered workforce engagement management (WEM) solution can boost your service operations.
Article
2 min read
The fresh approach to tracking daily attendance
This will save you time on Zendesk WFM when you need to understand who’s in and…
Industries
Podcast
1 min read
Translating iconic experiences to a digital space—with Aesop’s Carine McGinnity
Luxury skincare retailer, Aesop, gained a cult following for offering deeply personal experiences—and yes, those amazing free samples—in its physical stores. Carine McGinnity explains how it’s working to rebuild those experiences online.
Tools and media
Article
4 min read
Unlocking Sentry's success: Insights from David Cramer's unconventional journey to successfully raising $217 million
The founder shares why it pays to stop convincing prospects and instead focus on finding the ones who inherently understand and appreciate your vision.
Podcast
1 min read
Building the experiences your customers actually want—with Bitly’s Brad Harris
Bitly's Brad Harris explains how 2024 became his “year of testing” and why there are no stupid questions in CX.
Executive insights
Article
5 min read
Zendesk Agents of Change program: Empowering communities with CX agent training
Zendesk Agents of Change program celebrates nearly 200 agents trained and five new partners at the start of 2024. Learn more about the unique program, the success stories, and what the future holds.
Article
4 min read
CX Trends 2024: Unlock the power of intelligent CX
Ten trends every CX leader needs to know in the era of intelligent CX, a seismic shift that will be powered by AI, automation, and data analytics.
Guides, research, and more
White Paper
2023 Gartner® Magic Quadrant™
Every year, Gartner evaluates vendors in the customer service and support space. The Gartner Magic Quadrant…
Popular guides
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Latest stories
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Customize your forecast analysis period
You can now tell your forecast to ignore data before a specific date that you define by workstream to remove outliers and up your forecast accuracy.
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Introducing tailored staffing parameters by channel type
Increase your forecast's accuracy by tailoring it specifically to the channels you and your teams use.
Article
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Introducing the newest way to keep track of your agents' activity
Agent Activity provides real-time Intraday monitoring that showcases what agents have been working on throughout the day as well as their current activity.
Article
4 min read
Unlocking Sentry's success: Insights from David Cramer's unconventional journey to successfully raising $217 million
The founder shares why it pays to stop convincing prospects and instead focus on finding the ones who inherently understand and appreciate your vision.
Podcast
1 min read
Building the experiences your customers actually want—with Bitly’s Brad Harris
Bitly's Brad Harris explains how 2024 became his “year of testing” and why there are no stupid questions in CX.
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The best source of information for customer service, sales tips, guides, and industry best practices. Join us.