Zendesk Insights
Equipping organizations with the insights, tools, and best practices to thrive in the age of AI.
Trending
Report
1 min read
The quantifiable impact of Zendesk AI Solutions
Customer service leaders are under pressure to scale, control costs, and improve consistency—without compromising quality. In…
Article
5 min read
Ditch the IVR: How Voice AI turns frustration into resolution
The era of rigid, impersonal phone menus is over. For decades, the Interactive Voice Response (IVR)…
Article
3 min read
The contact center’s next chapter is agentic
The ‘cost center’ label has been the limiting narrative for CX leaders for decades. For years,…
Article
4 min read
7 key CX metrics every startup should track
Not sure where to get started tracking your CX? You’ve come to the right place. We…
Expertise
Article
5 min read
Ditch the IVR: How Voice AI turns frustration into resolution
The era of rigid, impersonal phone menus is over. For decades, the Interactive Voice Response (IVR)…
Article
4 min read
7 key CX metrics every startup should track
Not sure where to get started tracking your CX? You’ve come to the right place. We…
Article
4 min read
How Zendesk navigates AI governance and data privacy risks in automated customer support
I sometimes say that trust is like a one-day contract – it is only valid for…
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…
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Innovation
Report
1 min read
The quantifiable impact of Zendesk AI Solutions
Customer service leaders are under pressure to scale, control costs, and improve consistency—without compromising quality. In…
Article
3 min read
The contact center’s next chapter is agentic
The ‘cost center’ label has been the limiting narrative for CX leaders for decades. For years,…
Article
3 min read
The future of service belongs to self-improving AI
We’re at a watershed moment in service, one where systems of record give way to intelligent…
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…
Trends & Insights
Guest post
4 min read
The quiet shift behind customer expectations
For a long time, speed shaped the customer service conversation. Faster responses signaled attentiveness. Shorter queues…
Article
5 min read
5 superpowers AI gives startup teams
Think adopting AI is all about immediate ROI? That may be true for some CX teams,…
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
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…