Customer experience
Expert tips for building a customer-obsessed organization.
Elevating API security to keep pace with AI innovation
Today, Zendesk announced enhancements to how third-party software developers are permitted to build apps and integrations…
Latest stories
Article
2 min read
Becoming a "Service Architect": The evolution of the human agent
A narrative that has long hung over the heads of contact center leaders is that of…
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…
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…
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…
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…
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