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Leadership voices

Tips and strategic advice from our leadership team.

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Burning AI questions answered

Burning AI questions answered

Zendesk’s senior CX strategist, Peter Neels, tackles the hard-hitting AI questions and explains why a smart implementation strategy might look different than you'd expect.

AI and automation
Zendesk’s Joey Edwards-Lebair

Zendesk’s Joey Edwards-Lebair

Unpack more insights from Zendesk’s 2026 CX Trends report, including immersive experiences, the rising responsibility to protect customer data, and why you shouldn’t abandon your voice channels just yet.

Customer experienceResearch and trends
To drive AI adoption in legal, you have to make time to play

To drive AI adoption in legal, you have to make time to play

To drive AI adoption in legal, you have to make time to play

Blending AI and human expertise: Zendesk’s approach to CX

Blending AI and human expertise: Zendesk’s approach to CX

Blending AI and human expertise: Zendesk’s approach to CX

5 resolutions every CX leader should commit to in 2026

5 resolutions every CX leader should commit to in 2026

With major changes coming to every role on the support team, here are the resolutions that will set you up for success in the year ahead.

From service agents to AI teammates: The human architecture of agentic service

From service agents to AI teammates: The human architecture of agentic service

How human-centered design, clear roles, and thoughtful AI support help teams create faster, more empathetic, and more efficient customer experiences at scale.

Building teams, choosing joy, and getting personal: Meet Beth Held

Building teams, choosing joy, and getting personal: Meet Beth Held

Building teams, choosing joy, and getting personal: Meet Beth Held

Startup Central — How to stay connected to your customers with Digit, Fandom, and Lever

Startup Central — How to stay connected to your customers with Digit, Fandom, and Lever

See how they've modified their practices to meet customers' changing needs.