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Article
1 min read

How to create an effective customer success plan (+ a template)

Deliver successful customer experiences with data-driven strategies and operational processes with a customer success plan.

Article
6 min read

What is quality assurance (QA)? a complete guide

Quality assurance can reduce customer churn, help improve team performance, and cut operational costs. Increase confidence in your QA process with our guide.

Article
7 min read

All bets on AI: scaling iGaming customer support

A new landscape redefining scalability in iGaming As regulations tighten in some markets and new jurisdictions…

Article
4 min read

Accelerate your CX in 2026: A 5-step AI readiness checklist

This is part 1 of our AI Readiness series, designed to help CX organisations prepare to…

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.

Article
14 min read

AI in customer service: All you need to know

Leverage AI in customer service to increase efficiency, reduce operational costs and provide fast and personalised support at scale.

Podcast

From scripts to Agentic AI: how Bally’s is redefining iGaming customer support

In this podcast, Zendesk’s Sarah Al-Hussaini (VP, AI GTM) sits down with Matt Litherland, Director of…

Article
8 min read

AI in manufacturing: Top use cases and benefits

AI is transforming manufacturing by making operations more adaptive and data-driven. Read on to see how it's reshaping the future of manufacturing.

Article
5 min read

Advancing the Resolution Platform to set a new standard for service

Here at Zendesk, we’re focused on a singular goal: delivering resolutions that help customers and companies…

Guides and ebooks
3 min read

Guidance on blending AI and empathy to reimagine retail

The world of retail is changing at a pace, and so are the expectations of shoppers.…

Article

How to create an employee development plan + free templates

Discover the organisational impact of an employee development plan and how it can affect the employee experience. Use our free templates to get started today.

Article
5 min read

Customer experience: the hidden ace in iGaming & Betting

The true ace up the sleeve? Customer Experience (CX). As a Sales Director at Zendesk, I…

Article

Call centre analytics: Key types, KPIs, and how to use them

What are call centre analytics? Call centre analytics involve monitoring and analysing customer interactions within a…

Article
4 min read

Agentic AI vs generative AI: What sets them apart

When most people hear artificial intelligence (AI), they think of tools like ChatGPT or Google Gemini.…

Article
8 min read

AI in government: How it's being used and future trends

Governments worldwide are using AI to automate tasks, improve citizen support, and increase efficiency. See how these changes are unfolding today.

Article
9 min read

What are large language models? A guide to LLMs in CX

Discover what large language models are, their use cases, and the future of LLMs and customer service.

Whitepaper
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
9 min read

8 ITSM best practices for modern service management

Every modern business relies on technology to keep operations moving. Even something as simple as a…

What is incident management? Types and solutions explained

What is incident management? Incident management is a structured approach to responding to unplanned disruptions or…

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