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…
Article
4 min read
Create a foundation for voice success
From the moment they reach out to a business, customers expect a seamless, personalized experience. They…
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…
Reports
1 min read
Three ways AI will reshape HR by 2028
The future of employee service is evolving—and the next three years will be consequential for HR…
Article
3 min read
86% of IT leaders rank employee service as a top priority. Here are their next steps.
Gone are the days when IT focused solely on infrastructure and digital transformation. Nowadays, IT teams…
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