Research and data
AI will transform CX as we know it—and we’re already well underway
Change comes slowly and then all at once. This phrase, often attributed to Ernest Hemingway, perfectly…
Latest stories
4 min read
What employees expect from HR—and how AI helps teams deliver
Employees have a clear vision of what’s required to do their best work—and that’s quick access…
Article
2 min read
Future of CX: Check in on our predictions for 2027 and beyond
If there’s one prediction we could guarantee, it’s that by 2027, CX will look quite different.…
Article
5 min read
Build a foundation for AI success: Why your knowledge base is key
This is part 4 of our AI Readiness series, designed to help CX organizations prepare to…
Article
4 min read
The rise of Shadow AI in CX: 4 benefits to an integrated strategy
If your agents aren’t equipped with the right AI tools, there’s a strong chance they’re using…
Reports
6 min read
Zendesk AI Effect: Real Brands, Real Results, Outsized Impact
The best brands aren’t just adopting AI—they’re using it to deliver faster service, increase efficiency, and…
Article
4 min read
Stay competitive: 3 AI investments CX trendsetters use to surge ahead
Thanks to AI, there’s another seismic shift taking place in customer service. Teams fully integrating AI—not…
Article
4 min read
The AI advantage: How CX leaders are freed up to focus on what matters most
What could you do with an extra day each week? That’s the question many of our…
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