Trends & Insights
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…
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…
Article
3 min read
Zendesk AI Effect: Empowered agents gain clarity, confidence, and career growth with AI
AI is changing what it means to be a customer service agent. And it’s impacting everything…
Article
5 min read
Everyone’s launching AI agents. Few are ready for them.
Just a few years ago AI agents might have felt like something out of a science…
Article
5 min read
Zendesk AI Effect: 3 benefits you can’t afford to miss
Customers who contact your business with an issue or request—and walk away with a smile. Agents…
Article
4 min read
These in-demand skills will define the future of HR teams
It wasn’t that long ago that you had to walk into an HR office to get…
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