The world is experiencing a defining moment for humanity: after years of advances, artificial intelligence is having its coming out party. When experts compare it to the invention of the printing press or the Internet, that’s not hyperbole. AI will revolutionise huge segments of our society, and while the full ramifications of this technology cannot be fully known – after all, AI continues to rapidly evolve – Zendesk expects it to affect every single customer touchpoint.

Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays – and even dad jokes.

Lots of companies have asked us: why should we buy a CX solution when we could work with in-house developers to build our own? Building your own CX solution is time- and labour-intensive, and it requires an ongoing investment of developer resources to maintain. Many of our customers started with homegrown solutions only to realise that their systems couldn’t meet their needs or deliver the ease and efficiency that Zendesk can.

The retail industry is under enormous pressure to change. Over the past few years, shoppers have moved from in-store to online and are now somewhere in between. And they expect the same level of excellent service on every shopping channel (even emerging ones like livestream commerce). What does this mean for retailers? It’s no longer enough to offer great products. Brands are now competing on the quality of customer experiences.

The retail industry is constantly evolving, and businesses and retailers need to stay on top of the latest trends. This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends.

Service teams have lots on their plates right now, and customers expect seamless, instantaneous customer support. And while AI can certainly be used to make support agents' lives easier, it's too difficult to implement without an army of developers and accruing high costs…right? Not quite. Zendesk has made AI tools that are accessible to companies and teams of all sizes.

Customer expectations are changing – shoppers want instant answers to their questions at any time of the day. More importantly, they expect their interactions with customer service teams to lead to a resolution. No friction, no bumps. Technology is changing, too. AI has never been more available, and bots are more sophisticated than ever before. That's why businesses are looking for ways to introduce bots in customer conversations.

Reducing customer service costs while still providing a five-star customer experience doesn’t happen by magic. Find out how tailoring your customer service into tiers can solve this challenge.

Financial services are at a pivotal point in the industry. The meteoric rise of NFTs and cryptocurrency has given way to rumblings of a pending recession, fuelled by the collapse of several notable banks in recent months. As we emerge from the pandemic, however, some things haven’t changed: virtual work is the new normal. Many employees are still remote and customers expect to connect with your company on their mobile devices.

A new sales rep isn’t going to magically outsell the top performers the first day on the job. Before a new rep can begin to hit and exceed quotas, they need time and a well defined plan. One of the most popular plans for success in a new environment is the 30-60-90 day plan. In this guide, we’ll show you how to create a useful three month plan for managers, sales reps and new territories.