Research and data
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
Sleigh your holiday support with AI-ready knowledge
It’s that time of year for extra eggnog, cozy sweaters, holiday lights, and of course the…
Article
3 min read
The future of CX is contextual intelligence. Here’s why that matters—and how to level up.
Context is everything is customer service. When a customer reaches out about a return, an issue…
Article
6 min read
Building realistic multi‑turn tests for AI agents
At Zendesk, we invest heavily in making sure our AI agents are not only smart, but…
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
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…
Reports
3 min read
The New IT Playbook: Transforming IT Service with AI
IT leaders are no longer just troubleshooting systems. They’re building the blueprint for how work gets…
Article
3 min read
Zendesk AI Effect: 93% of admins shift their focus to strategy thanks to AI
Today’s admins are ripping up their old job descriptions. Powered by AI, admins’ roles have evolved…
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