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Article
5 min read
Semantic observability: How we understand and measure AI intelligence
In traditional software, observability was about keeping systems running. If the dashboard graphs were green, the…
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…
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…
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…
Article
6 min read
What is technical debt and how to manage it effectively
What is technical debt? Technical debt refers to the future cost of reworking code as a…
Article
8 min read
Wrap up the year with smarter integrations
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Tasks for…
Article
4 min read
Zendesk named a Leader in the IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement Management 2025–2026 Vendor Assessment
In a rapidly evolving CX landscape, AI-enabled workforce engagement is becoming a critical differentiator – and…
Guest post
6 min read
Leading in the AI era with contextual intelligence
Most of us have experienced a moment like this. You contact support, explain the issue, and…
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…
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Article
5 min read
iGaming customer support strategies for high-demand moments
Mastering iGaming & Betting peak seasons iGaming and Betting peak seasons are an inevitable part of…
Article
5 min read
To drive AI adoption in legal, you have to make time to play
A few months ago, I came across a LinkedIn post by one of our lead AI…
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…
Article
4 min read
The AI advantage: How smart automation gives IT teams their lives back
IT teams are facing a critical challenge. The demand for support is growing exponentially, driven by…
Article
5 min read
Prompt literacy is the new core skill for service
In September 1985, a new piece of software launched that would transform how people worked with…
Guides
5 min read
The road to AI maturity (Part 2): Deliver value with automation
In part 1 of our road to AI maturity series, we covered why aligning your teams…
Article
5 min read
What tech companies need according to Zendesk's 2026 CX Trends Report
The tech industry has always moved quickly, but the pace of change today is unprecedented. As…
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