Zendesk Insights
Equipping organizations with the insights, tools, and best practices to thrive in the age of AI.
Trending
Article
5 min read
How cloud contact centers are powering the future of voice AI
No customer should have to navigate a complex phone tree, only to be forced to connect…
Article
4 min read
How Zendesk ensures you always get the best LLM for the job
In a world where AI is accelerating faster than ever, businesses face an important choice. They…
Guides
4 min read
The road to AI maturity: Start with a plan to unlock real results
Artificial Intelligence (AI) is rapidly transforming service today and while it’s important to move quickly to…
Article
6 min read
5 resolutions every CX leader should commit to in 2026
You might say we take resolutions rather seriously at Zendesk. After all, delivering “resolutions” is quite…
Expertise
Article
5 min read
How cloud contact centers are powering the future of voice AI
No customer should have to navigate a complex phone tree, only to be forced to connect…
Guides
4 min read
The road to AI maturity: Start with a plan to unlock real results
Artificial Intelligence (AI) is rapidly transforming service today and while it’s important to move quickly to…
Article
6 min read
5 resolutions every CX leader should commit to in 2026
You might say we take resolutions rather seriously at Zendesk. After all, delivering “resolutions” is quite…
3 min read
How multi-agent systems are changing customer service
If you’ve worked in customer service for any length of time, you’ve probably noticed the same…
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Innovation
Article
4 min read
How Zendesk ensures you always get the best LLM for the job
In a world where AI is accelerating faster than ever, businesses face an important choice. They…
Article
3 min read
From requests to resolutions: AI-powered employee service with Zendesk and Microsoft
As Zendesk continues to serve the employee service industry, we’ve seen firsthand how IT and HR…
Article
3 min read
Fuel your AI with a knowledge base built in days, not months
Here’s the truth: without a trusted, accurate source of knowledge to pull from, AI is like…
Article
2 min read
Zendesk sets a new baseline for AI transparency: First to achieve CSA STAR AI Levels 1 & 2 certification
Across key markets worldwide, customers and regulators—especially in highly regulated industries and global enterprises—demand detailed, verifiable…
Trends & Insights
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
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…