Zendesk on CX Today
187 stories · 45 in 2026 · 12 in the last 90 days · 15 sponsored
CX Today coverage mentioning Zendesk, newest first. Sponsored work is identified clearly on each story.
CRM’s Great Escape: Salesforce, HubSpot, Zeotap, and Zendesk Redraw the Data Battle
This week’s CRM news covers Salesforce’s Dreamforce vision, HubSpot’s Smart CRM, Zeotap’s Open CDP, and Zendesk AI agents.
Rhys Fisher · 5 min read · 21 Sept 2026
Contact Center Weekly Roundup: Zendesk Targets Language Barriers as AI Control Wars Heat Up
This week’s contact center news includes Zendesk voice translation, Genesys AI orchestration, RingCentral’s Mets deal, and Verint research
Rhys Fisher · 5 min read · 10 Sept 2026
Can Zendesk Cut Multilingual Contact Center Costs With AI?
Zendesk Real-Time Voice Translation promises lower multilingual contact center costs, but latency and escalation limits remain
Rhys Fisher · 4 min read · 10 Sept 2026
The Ultimate Guide to CX AI Pricing: Which Model is Right for Your Contact Center?
Explore six CX AI pricing models, from per-seat and usage billing to credits and outcomes, and find the best fit for your contact center.
Rhys Fisher · 9 min read · 20 Aug 2026
Zendesk: Your AI Is Only as Good as Your Knowledge
AI-ready knowledge is becoming one of the biggest tests of whether customer service teams can scale AI safely. Many organizations are still most interested i...
Rob Wilkinson · 7 min read · 12 Aug 2026
Zendesk Explain Why The App Sidebar Is Dead
AI is forcing a rethink of the agent workspace. As service organizations move from simple copilots to autonomous AI agents, the old model of tabs, side panel...
Rob Wilkinson · 7 min read · 5 Aug 2026
Zendesk on the Rise of the Agent System and the New Roles Reshaping Customer Service
In this CX Today interview, Rob Wilkinson speaks with Hannah Deveney, Senior Director, Product Management at Zendesk , about the rise of the agent system and...
Rob Wilkinson · 1 min read · 29 Jul 2026
How to Justify AI Investments to Your CFO, According to Zendesk
Discover how you can build a strong financial business case for AI that satisfies both customer experience goals and CFOs.
Francesca Roche · 3 min read · 24 Jul 2026
Always‑On Without Always‑Burned‑Out: The Human Cost of AI‑Led CX
As we explored in Beyond CSAT and AHT: The New Metric Stack for AI-Driven CX , AI is changing the shape of service work. But the pressure on human agents doe...
Rob Wilkinson · 5 min read · 13 Jul 2026
How ODEON Cinemas is Redefining Empathetic Guest Service With Zendesk
How ODEON Cinemas used Zendesk to balance AI efficiency with empathetic, human-centred guest service at scale.
Francesca Roche · 6 min read · 7 Jul 2026
Beyond CSAT and AHT: The New Metric Stack for AI‑Driven CX
As CX leaders race to roll out automation, one reality is getting harder to ignore: traditional contact center metrics were built for a world of human produc...
Rob Wilkinson · 7 min read · 6 Jul 2026
From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like
In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk , about what “AI-native” and “agentic” actually mean ...
Rob Wilkinson · 1 min read · 29 Jun 2026
The Revenue Handoff Problem: Why CX Signals Still Don't Flow Cleanly Into RevTech Stacks
Why CX data still fails to reach CRM, CDP and RevTech systems and what buyers should ask about integration and revenue intelligence.
Nicole Willing · 9 min read · 24 Jun 2026
Why Enter the CX Awards in 2026? The Market Demands Proof.
The market demands proof, not promises. Complete your CX Awards registration today to showcase your customer experience excellence to buyers.
Rob Scott · 3 min read · 18 Jun 2026
Why Knowing Where Not to Use AI Is the New Marketing Advantage, According to Zendesk
As AI saturates the market, the real competitive edge lies in knowing exactly where automation ends and human value begins.
Francesca Roche · 3 min read · 15 Jun 2026
Inside Zendesk's Service Dividend in Action
Zendesk is automating 60% of Tier 1 and 2 enquiries and reinvesting the savings into higher-value service. Understanding 'service dividend'
Adrian Swinscoe · 6 min read · 5 Jun 2026
Is Your Omnichannel Strategy Just Spreading the Same Broken Experience Across More Channels?
Most omnichannel strategies scale broken journeys, not better ones. Find out what causes CX inconsistency across channels and how to fix it at the root.
Alex Cole · 9 min read · 26 May 2026
Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried
Zoom’s Q1 FY2027 call signals aggressive CCaaS disruption, paid AI attach in ZCX deals, and early moves toward outcome-based AI pricing.
Rob Wilkinson · 5 min read · 25 May 2026
Big CX News from Zendesk, Qualtrics, 8x8 & Sprinklr
The latest news and insights from the world of CX and customer service, including Zendesk, Qualtrics, 8x8 & Sprinklr
Rhys Fisher · 3 min read · 22 May 2026
Zendesk Declares the Chatbot Era Dead, Unveils Autonomous Service Workforce
Zendesk has unveiled its Autonomous Service Workforce, replacing deflection-based chatbots with outcome-priced AI agents.
Rhys Fisher · 3 min read · 19 May 2026
How CX Leaders Can Build Customer Trust With AI Agents
Customer trust with AI agents is becoming the defining CX issue. Here’s why the smartest brands are pairing automation with human support.
Sophie Wilson · 4 min read · 14 May 2026
Why Always-On CX Resilience Starts With Security
Cyber attacks are increasingly disrupting always-on customer experience, exposing gaps in resilience and trust across channels.
Nicole Willing · 8 min read · 24 Apr 2026
Vercel's Breach Is a Warning—"Shadow AI" Risks to CX Are Escalating
Shadow AI tools are creating hidden security risks for enterprises. Vercel's recent breach emphasizes the growing threat to customer data.
Nicole Willing · 5 min read · 23 Apr 2026
Is Real-Time CX Analytics Finally Delivering Actionable Insight?
Real-time CX analytics only matters if it drives action. Learn how CX teams use conversational and predictive insight to improve ROI in 2026.
Alex Cole · 6 min read · 14 Apr 2026
How is AI Reshaping CRM & Customer Data Stacks, & How Can Leaders Prove Investments Deliver Value?
In this roundtable, a panel of CX leaders from ServiceNow, Zendesk, Zoho, Freshworks, and Arion Research join CX Today's Nicole Willing.
Nicole Willing · 1 min read · 14 Apr 2026
The Forrester Wave Says AI Will Run Customer Service, CX Leaders Need A New Operating Model
Forrester Wave customer service solutions Q1 2026 shows AI agents becoming the frontline. Here’s what it means for enterprise CX leaders.
Rob Wilkinson · 5 min read · 9 Apr 2026
Why Enterprise Community Platforms Fail to Deliver ROI
Why does enterprise community ROI fail? Discover how governance, KPIs, and strategy turn community platforms into measurable CX outcomes.
Sophie Wilson · 8 min read · 2 Apr 2026
Which Customer Analytics Use Cases Actually Improve CX? High-Impact Contact Center Workflows That Deliver Faster ROI
Explore customer analytics use cases for contact centers, from real-time alerts and QA at scale to journey friction and compliance
Alex Cole · 10 min read · 31 Mar 2026
Which Customer Analytics & Intelligence Trends Actually Matter in 2026? The Contact Center Shift to Real-Time, Predictive CX Insight
Discover the customer analytics and intelligence trends that matter in 2026 from real-time operational intelligence to predictive CX insight.
Alex Cole · 10 min read · 26 Mar 2026
What Are The Biggest Customer Engagement Trends 2026 Buyers Can’t Ignore If They Want Happier Customers?
Customer engagement trends 2026 highlight AI, orchestration, and real-time personalization as key to delivering faster, smarter CX.
Sophie Wilson · 6 min read · 26 Mar 2026
Crunchyroll Hack Exposes Customer Support Data in Vendor Security Incident
Crunchyroll investigates cyberattack after a vendor breach exposed millions of support records, raising concerns over customer data security.
Nicole Willing · 4 min read · 25 Mar 2026
Big CX News from Salesforce, Zendesk, NiCE & AWS
The biggest news and announcement from the world of CX: Salesforce, Zendesk, NiCE, AWS, Enterprise Connect
Rhys Fisher · 4 min read · 13 Mar 2026
Zendesk Moves to Acquire Forethought, Expand Agentic Service Capabilities
Zendesk plans to acquire Forethought to expand autonomous AI agents and accelerate its Resolution Platform for customer service automation.
Nicole Willing · 3 min read · 12 Mar 2026
Zendesk-Linked Contractor Breach Exposes Data of 38MN ManoMano Customers
ManoMano’s breach through a third-party contractor using Zendesk shows the risk of exposing customer data through CX support workflows.
Nicole Willing · 4 min read · 2 Mar 2026
No Plug-Ins, No Hassle: Payments Go Native in Zendesk
In the contact center world, integration isn’t just another box to tick; it’s becoming a competitive edge. As companies chase faster, frictionless experience...
Rhys Fisher · 3 min read · 2 Mar 2026
CX Dominates G2's Agentic AI List, Makes up 6 of Top 10
G2’s 2026 Agentic AI rankings highlight Fin by Intercom, Zendesk, and Genesys Cloud CX, pointing to early agent adoption in customer support.
Rob Wilkinson · 4 min read · 27 Feb 2026
Omnichannel Risk Check: Are You Adding Channels, or Adding Ways to Lose Trust?
Time for an omnichannel risk check? Here's how you can find out if you're adding channels, or losing ways to gain trust.
Rebekah Carter · 13 min read · 17 Feb 2026
From Queue to Conversation: Redesigning the Service Journey
The queue is dead. Or at least, it should be. For decades, customer service was designed around scarcity. Limited agents, finite capacity, customers waiting ...
Rob Wilkinson · 5 min read · 17 Feb 2026
Which CX Platforms Actually Protect Your Data? Security, Privacy & Compliance Compared
We compare how five leading CX vendors handle security, compliance, encryption, access control, and privacy
Thomas Walker · 6 min read · 14 Feb 2026
Voice Isn't Dead, It's Just Got Smarter
There's something a bit odd about the moment we're in with Voice AI. For years, chatbots were clunky, frustrating things that mostly made you want to yell "a...
Rob Wilkinson · 5 min read · 10 Feb 2026
The Death of Hold Music Why Waiting on the Line Is Over
Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when suppor...
Rob Wilkinson · 1 min read · 2 Feb 2026
The Limitations of Agentic AI: Why AI is Cracking at the Edges
The limitations of agentic AI are growing as edge cases expose risks in CX. Learn how governance and smart design keep AI agents safe.
Rebekah Carter · 9 min read · 29 Jan 2026
From Fragmentation to 90% SLAs In Aterian’s Genesys Contact Center Migration
Aterian’s legacy contact center migration to Genesys unified its CX channels, cut handle times by 25%, and lifted SLAs above 90%.
Nicole Willing · 10 min read · 16 Jan 2026
Why Shared Customer Memory is the Number One Thing You Should Demand from Cross-Channel Vendors
Looking for the best cross-channel vendors to support your AI and automation strategy? Here's why shared customer memory matters.
Rebekah Carter · 12 min read · 16 Jan 2026
The Rising Popularity of SMBs: Why Are Smaller Enterprises Gaining Traction in the CX Space?
SMB popularity is on the rise, and more vendors are suddenly starting to take notice of their customer platform results. Traditionally, smaller-sized enterpr...
Francesca Roche · 11 min read · 5 Jan 2026
Zendesk Acquires Unleash, Introduces AI Enterprise Search Tool
Zendesk has acquired technology provider Unleash to integrate AI search capabilities into its customer services offerings. By implementing its capabilities w...
Francesca Roche · 4 min read · 22 Dec 2025Big CX News from Salesforce, AWS, Coupang & IBM
From Salesforce’s Agentforce expansion to Zendesk's collaboration with AWS to accelerate contact center adoption of AI, here are extracts from some of this w...
Nicole Willing · 3 min read · 12 Dec 2025
AWS and Zendesk Unite to Modernize Outdated Contact Center Stacks
Explore the Zendesk AWS collaboration and its impact on AI-powered contact center solutions for enhanced customer service.
Rhys Fisher · 4 min read · 8 Dec 2025
Zendesk and Microsoft Targets The Small Business Market in Latest Partnership
Discover the benefits of the Microsoft and Zendesk collaboration for small businesses, empowering productivity and customer experience.
Francesca Roche · 3 min read · 1 Dec 2025
2025 CX Trends Part 1: How Agentic AI is Set to Deliver on Decades of Broken Promises
Gain valuable forecasts in CX Trend Series 2025 Part One, highlighting significant trends in customer experience and AI advancements.
Francesca Roche · 6 min read · 1 Dec 2025
AI Agents For Customer Support: Trends, Predictions & Providers
AI agents have become a topical focus during CX discussions. Now, with their popularity soaring across industries, one might wonder what's next for agentic A...
Francesca Roche · 8 min read · 10 Nov 2025Big CX News from Amazon, Zoom, Gartner & Zendesk
Catch up on this week’s top customer experience news, including Amazon’s legal battle, Zoom’s small business acquisition, Gartner’s CEC 2025 report, and Zendesk phishing alerts.
Rhys Fisher · 4 min read · 7 Nov 2025
Phishing Campaign Targets Cloudflare Pages and Zendesk to Mimic Support Portals
A phishing campaign is exploiting Cloudflare Pages and Zendesk, using AI-generated sites and human-operated chats to impersonate brands.
Nicole Willing · 3 min read · 5 Nov 2025
Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) 2025: The Rundown
See who leads Gartner’s 2025 CRM Customer Engagement Center Magic Quadrant as AI reshapes service, automation, and customer experience.
Rhys Fisher · 6 min read · 3 Nov 2025
Trust in AI: How Customer Confidence Defines the Future of CX Automation
Trust in AI for customer experience starts with confidence. Learn how transparency, fairness, and human oversight build safe CX automation.
Rebekah Carter · 10 min read · 31 Oct 2025
Free Agents: How Slow AI Adoption Is Pushing Vendors to Drop the Paywall
When Zoho announced that it would add free agentic AI tools across its collaboration, customer experience, and human resources apps, it framed the move as a ...
Nicole Willing · 3 min read · 21 Oct 2025The Latest BIG News from Salesforce, Zendesk, SAP & Qualtrics
From Salesforce's major ITSM push to Zendesk's slew of fresh AI features, here are extracts from some of this week’s most popular news stories. Salesforce Ma...
Rhys Fisher · 4 min read · 10 Oct 2025
Zendesk Unveils Major AI Push – Voice, Admin Co-Pilot, and HyperArc Take Center Stage
Zendesk has announced a major expansion of its AI portfolio, introducing a series of new capabilities that bring more automation, intelligence, and flexibili...
Rhys Fisher · 4 min read · 8 Oct 2025
Discord Joins List of Companies Hit by CRM Breaches After Attack on Its Zendesk Implementation
Discord has confirmed a significant security breach of its third-party customer service platform. That platform was Zendesk, according to security researcher...
Francesca Roche · 3 min read · 7 Oct 2025The Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk
From more big event coverage to the sunsetting of a widely-deployed CRM solution, here are extracts from some of this week’s most popular news stories. Zoomt...
Charlie Mitchell · 3 min read · 19 Sept 2025