ITSM metrics: What to measure and why it matters

What are ITSM metrics? ITSM metrics are measurable indicators used to track the performance, efficiency, and…

6 contact centre trends to watch

If you’ve needed help with an order recently, chances are you’ve interacted with a contact centre.…

Article
10 min read

AI in contact centres: How technology is shaping the CX

With everything from groceries to rideshares available at the push of a button, today’s customers have…

Guides and ebooks
6 min read

Zendesk AI Effect: Real Brands, Real Results, Outsized Impact

The best brands aren’t just adopting AI—they’re using it to deliver faster service, increase efficiency, and…

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
5 min read

ITSM vs. ESM: Differences between IT and enterprise service management

Evaluating tools for employee service management can lead to a debate between ITSM vs. ESM as…

Article
5 min read

What is IT asset management? a complete guide

IT asset management definition IT asset management (ITAM) is the process of tracking and managing all…

Article
14 min read

What is customer care? Definition, importance and best practice

Investing in customer care can build lasting brand loyalty and boost customer satisfaction.

Article
5 min read

What is problem management? a complete guide

Problem management definition Problem management is an aspect of IT service management (ITSM) that focuses on…

Article
8 min read

What is agentic AI, and how does it work?

Agentic AI definition Agentic AI refers to autonomous software that takes initiative to accomplish service-related goals…

Guides and ebooks
3 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…

Article
7 min read

IT services: What they are + 15 types you can use

What are IT services? IT services are the procedures and processes that help businesses manage and…

Article
12 min read

How to deal with difficult customers: 13 tips + examples

Understanding how to deal with difficult customers is essential in customer service. Learn how to turn a challenging situation into a great customer experience.

Article
8 min read

What is ITSM? The ultimate IT service management guide

What is ITSM? IT service management (ITSM) is a framework for delivering IT services to customers…

Article
12 min read

What is CSAT? (+ how to measure it)

Customer satisfaction score is one of the most-used metrics for measuring customer loyalty. Here’s how CSAT can help you meet consumer expectations and elevate your business.

Article
7 min read

Workflow automation: What it is, benefits, and examples

What is workflow automation? Workflow automation accelerates traditional workflows, replacing manual effort with the automation of…

Article
16 min read

Employee experience journey mapping: Full guide (+ template)

Enhance employee satisfaction and productivity with employee experience journey mapping. Try our template today.

Article
7 min read

AI for home furnishing: Use cases and future trends

What is AI for home furnishing? AI in home furnishing refers to the use of artificial…

Article
5 min read

Human-centred AI for HR: What it is + why it matters

What is human-centred AI for HR? Human-centred AI for HR is an employee service (ES) solution…

Article

16 ways to use AI for restaurants to cook up business success

AI in restaurants is transforming the food industry through smarter service and more streamlined operations. Explore the benefits and possibilities in our guide.