What is AI transparency? A comprehensive guide
AI transparency builds trust, ensures fairness, and complies with regulations. Dive into the benefits, challenges, and strategies to achieve transparency in AI.
Teams | Collaboration | Customer Service | Project Management
Collaborating To Help Teams Work Better In The Modern Workplace
Understanding outcome-based pricing: A results-driven framework
Learn how outcome-based pricing ties AI investment to measurable results, so businesses can evaluate value based on what agents achieve, not just what they cost.
Knowledge builder: Automatically create a ready-to-use knowledge base | What's New
Turn your historical tickets into a ready-to-use knowledge base automatically. Knowledge builder analyzes past conversations and your key business context to generate structured content you can publish and refine. Launch faster with relevant knowledge grounded in real customer interactions. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.
When Service Platforms Don't Fail - They Drift
Most service platforms don’t fail in dramatic ways. There’s no system outage. No catastrophic SLA breach. No obvious breaking point that forces an emergency decision. Instead, something quieter happens. Requests take a little longer to resolve than they used to. Teams spend more time coordinating work. Escalations feel more frequent, even when ticket volume hasn’t changed. Dashboards still look green — but the work behind them feels heavier.
The making of a new-era IT leader
AI has changed what IT does. The job of leading has changed even more.
How customer service goes from 'help' to a strategic intelligence layer
Every customer interaction is a data point. An AI-native approach turns it into competitive advantage.
IT leaders say they can see 'shadow AI.' Their own data says otherwise.
New research reveals a striking gap between how much control mid-market IT leaders believe they have over unsanctioned AI, and how much they actually do.
Scaling Service Operations: What Oakman's Investment Signals for Service Teams
Service teams are under pressure to scale—but the systems supporting them aren’t keeping pace. More tickets. More channels. Higher expectations. Less tolerance for delays. And yet—many teams are still working with tools that weren’t built for how modern service actually operates.
Zendesk CX Trends 2026: Lead in the AI era with contextual intelligence
AI promised better CX — but 83% of consumers still expect more. Contextual intelligence is the missing link that lets teams deliver smarter, faster, and more meaningful experiences. In this video, we unpack the five trends shaping CX in 2026 and show how contextual intelligence helps you: Watch to learn how to lead in the AI era and start applying contextual intelligence in your organization today.
How this CTO builds the foundation for AI
Robert Lyons has a message for leaders chasing the AI moment: Slow down, clean up your data, and build from a foundation that can support what you're promising.