Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company’s existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.

Demand generation can be the initial step to building a long-lasting relationship with your customers. So, making a good first impression is critical. Forget about the age-old cold calls and impersonal ads – now it’s all about creating genuine connections, becoming a trusted resource and guiding potential customers on a value-driven journey. If you need a demand-generation refresher: The goal is to generate and nurture leads. The key to this process?

Every business needs software solutions to thrive, and building the right tech stack means companies can put customer experience front and centre. But with so many options out there, finding the best integrations for each of your clients can be a head scratcher. In the context of Zendesk, ‘tech stack’ refers to a combination of tools and technologies that work together with our products – all geared toward improving a business’s customer experience (CX).

Artificial intelligence has the potential to not only improve the customer experience, but also drastically improve the admin and service operations experience. We believe AI can make service operations much faster and more efficient, allowing service teams to focus on delivering better CX instead of being bogged down by time-consuming admin work. As such, we acquired Tymeshift in June 2023 to give organisations using Zendesk an easier way to manage their teams.

Living in a digital world, our concept of community transcends geography to include the virtual spaces from which we connect, share, learn and grow. Zendesk has held to this same notion of community for many years, as Partners in our ecosystem seek one another’s expertise across industries, technologies and languages.

It’s fair to say that the Zendesk Marketplace is buzzing with app activity. In my four years as Marketplace Operations Manager, the number of apps available has skyrocketed from 927 to 1,542 – that’s a leap of more than 600! And it’s not slowing down. We’re currently adding 200 to 300 net apps per year, which begs the question: with so many great options vying for customers’ attention, how can you make your app listings stand out? First things first.

We’re facing a seismic shift in the world of customer experience with rapid advancements in artificial intelligence, data analytics and other emerging technologies shaking the very foundations of our industry. Businesses are rethinking the structure of everything, from their tech stacks to their teams. In just a few years time, these forces will radically transform the pivotal connection between customers getting support and the organisations that provide it.

Long gone are the days when customer service was just a department and customer experience (CX) just a strategy. As more and more companies fight it out on the CX battlefield, customer service has evolved into an engine for growth. Organisations are continually looking for better ways to evaluate, predict, and improve the customer experience—and, as a result, their bottom line.

AI for employee experience means leveraging artificial intelligence technology to improve all aspects of the employee journey, including onboarding, performance, development, support from internal service teams and access to information to perform daily tasks. The key to running a successful business is creating an environment that fosters an exceptional employee experience (EX).

Recent technological advancements have empowered many organisations to finally offer the level of personalisation most consumers want. According to our research, 61% of consumers say the faster a company is to offer personalised experiences, the more likely they are to purchase from them. From that same research, 66% of consumers are also willing to share their data if it means getting more relevant and personalised experiences. However, with better personalisation comes great risk.