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Zendesk + Ultimate: Setting a new standard of service with AI agents

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market.

Editor’s picks

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Best practices

Article
6 min read

5 ways WFM for agents is great - explained by a former agent

Everyone has needs – our customers, our company, and the agents too. I was an agent…

Article
1 min read

Zendesk WFM: Introducing customizable business hours in Forecast

Ask and you shall receive in the form of forecast flexibility! You can now show staffing…

White Paper
4 min read

Shaping the future of service operations with Zendesk’s Workforce engagement management solutions

Discover how Zendesk’s workforce engagement management solutions can help organizations improve their service operations.

Industries

Podcast
1 min read

Translating iconic experiences to a digital space—with Aesop’s Carine McGinnity

Luxury skincare retailer, Aesop, gained a cult following for offering deeply personal experiences—and yes, those amazing free samples—in its physical stores. Carine McGinnity explains how it’s working to rebuild those experiences online.

Article
1 min read

How healthcare organizations can embrace conversational CX while maintaining HIPAA compliance

See how healthcare organizations can embrace the trend of conversational service while maintaining their HIPAA compliance requirements.

Article
2 min read

How tech companies are using AI to control costs amidst "year of efficiency"

Find out how leading tech and SaaS companies are using AI to reduce customer service costs and increase productivity.

Tools and media

Article
4 min read

Unlocking Sentry's success: Insights from David Cramer's unconventional journey to successfully raising $217 million

The founder shares why it pays to stop convincing prospects and instead focus on finding the ones who inherently understand and appreciate your vision.

Podcast
1 min read

Building the experiences your customers actually want—with Bitly’s Brad Harris

Bitly's Brad Harris explains how 2024 became his “year of testing” and why there are no stupid questions in CX.

Article
4 min read

Navigating turbulent waters: The rise of Arc in the aftermath of Silicon Valley Bank's collapse

Founder Donald Muir dives into the power of unity and cross-collaboration, especially during times of rapid, exponential growth.

Article
1 min read

Free customer persona templates and examples

A customer persona template can help your business better understand your customers. Download our free templates and create your own customer personas today.

Executive insights

Article
5 min read

Zendesk Agents of Change program: Empowering communities with CX agent training

Zendesk Agents of Change program celebrates nearly 200 agents trained and five new partners at the start of 2024. Learn more about the unique program, the success stories, and what the future holds.

Article
4 min read

CX Trends 2024: Unlock the power of intelligent CX

Ten trends every CX leader needs to know in the era of intelligent CX, a seismic shift that will be powered by AI, automation, and data analytics.

Article
3 min read

4 key lessons from the frontlines of critical customer service

Critical customer service teams must be agile, responsive, and easily scalable—something that all CX leaders, no matter what issues they’re tackling, should strive for.

White Paper
1 min read

Transforming customer service: The impact of AI

Check out the highlights from an Economist Impact event featuring leaders from Zendesk, Mastercard, Forrester Research, and McKinsey discussing how AI is evolving customer service.

Guides, research, and more

Infographic

The benefits of adopting an AI-powered workforce engagement management solution

Discover how investing in an AI-powered workforce engagement management (WEM) solution can boost your service operations.

White Paper

2023 Gartner® Magic Quadrant™

Every year, Gartner evaluates vendors in the customer service and support space. The Gartner Magic Quadrant…

White Paper

How IT leaders can eliminate siloed service and deliver enhanced employee experiences

Experts warn of decreased employee satisfaction. Here’s how businesses can take action.

Latest stories

Article
6 min read

5 ways WFM for agents is great - explained by a former agent

Everyone has needs – our customers, our company, and the agents too. I was an agent…

Article
1 min read

Zendesk WFM: Introducing customizable business hours in Forecast

Ask and you shall receive in the form of forecast flexibility! You can now show staffing…

White Paper
4 min read

Shaping the future of service operations with Zendesk’s Workforce engagement management solutions

Discover how Zendesk’s workforce engagement management solutions can help organizations improve their service operations.

Article
1 min read

Monthly view and 1-minute increments in schedule in Zendesk WFM

It’s simple: when you need them, you really need them. That’s why we are excited about…

Article
3 min read

Default reports is the key to long-term agent attendance reports

Not only is this going to be a great feature long term (we have some fun…

Article
6 min read

Improving employee experience to improve customer experience

Annette Franz, CCXP, founder and CEO of CX Journey Inc, explains how and why improving the Employee Experience also improves your customer experience.

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