Research and trends

How AI governance became a top priority in service

Set practical guardrails for AI that protect customers and employees while improving compliance, security, and trust at scale.

From reactive to proactive: how agentic AI changes service delivery

Why our AI partner ecosystem matters more than ever — and what we're doing to protect it

Zendesk achieves ISMAP authorization in Japan

We are enabling secure CX and AI innovation for our Japanese customers.

The quiet shift behind customer expectations

Instant resolution is becoming the new measure of confidence.

5 superpowers AI gives startup teams

From centralized communication to actionable insights, the AI turbocharge effect is invaluable for startups.

Four big shifts shaping customer service and our own strategy—from CTO Adrian McDermott

The rules of customer service are changing. Here’s where the industry, and Zendesk, is headed next.

The next CX frontier: Prompt-driven analytics deliver AI-powered insights

Drawing on insights from Zendesk's CX Trends Report, TTEC Digital's Marcy Riordan unpacks how CX leaders should be rethinking dashboards, data access, and decision speed.