Zendesk

04/01/2026

More self-aware than your ex. 👀 Self-improving AI agents are here.

03/26/2026

We’re thrilled to welcome the Forethought team to the Zendesk family.

We’re changing how AI agents reach customers — introducing Forethought AI Agents by Zendesk: best‑of‑breed, self‑improving agents that run natively in Zendesk and extend across any platform so teams can plug powerful AI into their existing stack without ripping and replacing. This accelerates our roadmap and delivers faster resolutions, sharper automation, and more choice for organizations adopting agentic service.

Read the announcement: https://zdsk.co/47W6N6B

03/16/2026

, AI style: Zendesk CEO Tom Eggemeier writes about how he built an AI scouting app with his son to show why leaders should code, not coach, from the sidelines: https://zdsk.co/4brDlGr

03/11/2026

We have signed a definitive agreement to acquire Forethought, which will take 's ability to learn from every interaction and will amplify it across every channel and platform. Read more: https://zdsk.co/4uhllY1

12/31/2025

Phone trees are out. Intelligent voice is in.

Cloud contact centers are the launchpad for Voice AI that understands intent, carries context, and knows when to hand off to a human. See how AI-first CCaaS is powering faster resolutions, happier customers, and smarter service at scale in this Zendesk Insights blog:

Article • 5 min readHow cloud contact centers are powering the future of voice AIVoice AI is creating experiences that are streamlined, personalized, and efficient. By embracing an AI-first approach, businesses can deliver intelligent support at scale.Neil WeldonVice President, Product Management,...

12/30/2025

Retail service has changed: Waiting is out. Fast, personalized support is the baseline.

See how brands like New Look, NOBULL, and Papier are scaling customer service with AI, without losing the human touch.

Smarter automation. Faster resolutions. Happier teams. Read the Zendesk Insights blog:

Article • 3 min readHow retailers are scaling customer service with AIAI is reshaping modern retail service by boosting efficiency, elevating agents, and improving the customer journey.Ciera NahaleSenior Product Marketing Manager at ZendeskLast updated December 9, 2025Best practicesCustomer servic...

12/29/2025

AI is making service work better for humans. Not just faster replies and higher CSAT, but calmer teams, steadier operations, and less burnout.

See six ways AI is quietly improving the human side of service and creating more dependable experiences for customers. Read our Zendesk Insights blog:

Article • 4 min readSix ways AI is making service work better for humansAI is transforming service from the inside out, creating calmer teams, steadier operations, and more reliable experiences for customers.Vanessa KahnProduct Marketing Manager for Analytics at ZendeskLast updated December 9, 202...

12/26/2025

AI works best when it works with people.

Zendesk blends AI agents and human expertise to deliver faster, deeper resolutions without sacrificing trust. From Zea handling routine work to experts stepping in when it matters most, this is CX built for what customers actually need.

See how we are raising the bar for blended, human-first AI in service:

Article • 3 min readBlending AI and human expertise: Zendesk’s approach to CXPurnima JandialChief Transformation OfficerLast updated December 8, 2025Best practicesCustomer serviceExecutive insightsZendesk has been through many transformations over our 18-year history; but none of those are as si...

12/24/2025

In financial services, instant response is the baseline and trust is everything. Leading institutions are using AI to move faster, stay compliant, and create space for real human connection.

See how Siemens Financial Services, SB Finance, and Xe & Ria are redefining CX with :

Article • 4 min readFrom transactions to trust: How AI is transforming CX in financial servicesHow financial institutions are overcoming legacy systems and regulatory complexity with AI-driven CXCiera NahaleSenior Product Marketing Manager at ZendeskLast updated December 9, 2025Best practicesCusto...

12/23/2025

Customers want to know why AI makes the decisions it does.

AI transparency is no longer optional — it’s expected. As AI becomes a natural part of service, consumers demand clear, plain-language explanations for automated decisions.
• 95% of consumers expect an explanation from AI-made decisions
• 80% of CX leaders say AI transparency will be non-negotiable within two years
• Zendesk agents are 1.3x more likely than non-Zendesk agents to say trust and transparency is a top expectation

Transparent AI builds trust, strengthens loyalty, and turns automation into a competitive advantage.

Learn more in the Zendesk 2026 report: https://zdsk.co/4j9a0Eh

12/19/2025

Sleigh your holiday support rush with AI-ready knowledge.

Don’t let peak season turn your ticket queue into a tangle of tinsel. With a strong knowledge foundation powering AI and self-service, your team can resolve questions faster, keep customers merry, and focus on the tricky stuff that only humans can handle.

Deck the halls with smarter support this holiday season:

Article • 5 min readSleigh your holiday support with AI-ready knowledgeHow to unwrap faster resolutions and happier customers during the holiday rush.Michelle AtkinsonProduct Marketing Manager at ZendeskLast updated November 19, 2025Best practicesCustomer serviceCustomers and partnersKnowledge man...