Research and trends

The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.

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…

AI and automation Artificial intelligence Customer experience Reports Research and trends

Latest stories

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…

AI and automation

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…

AI and automation Artificial intelligence Customer experience Workflow efficiency

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.

Employee experience

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…

AI and automation Artificial intelligence

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.