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.…

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

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.

Infographic
3 min read

7 insights driving IT Service transformation

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…

Article

What is employee service? A complete guide

Employee service definition Employee service refers to the internal support and resources a business provides its…

Article
5 min read

AI agent vs. AI chatbot: Key differences and features

Customer service technology has come a long way since the days of endless hold music and…

Article
5 min read

Agentic AI in ITSM: The future of IT service management

What is agentic AI in ITSM? Agentic AI in ITSM refers to the use of autonomous…

Article
5 min read

Top ITSM trends to watch now

Your ITSM team is like your phone's operating system, working quietly in the background to keep…

Article
1 min read

What is an omnichannel contact centre? a complete guide

Omnichannel contact centre software streamlines communication channels so customer service reps can provide consistent and personalised support.