Zendesk Insights
Equipping organizations with the insights, tools, and best practices to thrive in the age of AI.
Trending
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.…
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…
Expertise
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…
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…
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Innovation
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
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…
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
4 min read
From transactions to trust: How AI is transforming CX in financial services
In financial services, customers expect both security and speed—a balance that’s becoming more difficult to maintain.…
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…