Customer experience
Expert tips for building a customer-obsessed organization.
Latest stories
Video
2 min read
Four big shifts shaping customer service and our own strategy—from CTO Adrian McDermott
Great customer service used to be a nice-to-have. It was also almost economically impossible to scale.…
Guest post
3 min read
Cutting through the noise: How AI transparency is changing CX for good
Love it or hate it, AI is here to stay. It’s become a must-use tool in…
Article
4 min read
3 things startups get wrong about customer support
It’s been a busy quarter. Sales are up and you’ve onboarded a whole set of new…
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…
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
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…
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
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…
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
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…
Guides
7 min read
Getting AI right starts with knowledge: A guide for service leaders
The AI era is here—and CX leaders are racing to move fast and prove ROI. It’s…
Article
4 min read
Promptable analytics: How CX teams can have a two-way conversation with data
Imagine your own personal data scientist, sitting by your side and able to take a nebulous…
Article
3 min read
How leaders in media and entertainment use AI to transform CX
From binge-worthy streaming to high-stakes gaming and live betting, entertainment companies are handling customer interactions around…
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.