Insights
Discover practical strategies and expert guidance to elevate your customer experience with Zendesk. Our Insights articles cover AI automation, analytics, and best practices for support teams, helping you optimize workflows, boost agent productivity, and build stronger customer relationships.
🌼 Zendesk March 2026 Release: 8 Great Features for SMBs
Every month, Zendesk ships new features and enhancements designed to simplify workflows, improve agent productivity, and deepen AI-driven customer insights. Below is a breakdown of the Zendesk March 2026 release with updates, along with practical steps to get started....
Zendesk vs Jira Service Management: Which platform fits your needs in 2026?
Choosing between Zendesk and Jira Service Management feels like comparing apples to oranges. Both are help desk solutions, but they're built for fundamentally different purposes. One is designed for customer-facing support teams who need to deliver seamless...
Zendesk vs Hubspot – 2026 Update
A buyer’s guide for customer experience leaders, support heads, team leads, and Directors of CX. If you lead customer support, manage a CX team, or hold accountability for customer retention, you have almost certainly encountered the question: “Should we consolidate...
5 Signs Your CX Strategy is Reactive
Many businesses think they have a solid customer experience (CX) strategy, but most operate reactive support desks—handling complaints as they arise instead of proactively shaping experiences. This approach costs revenue. I've reviewed three recent reports from...
❤️ Zendesk February 2026 Release: 8 Features We Love
Every month, Zendesk ships new features and enhancements designed to simplify workflows, improve agent productivity, and deepen AI-driven customer insights. Below is a breakdown of the Zendesk February 2026 release with updates, along with practical steps to get...
The Car Rental ‘Hostage Situation’: Why the industry needs a CX revolution
Last year, a car rental brand (who shall remain nameless, OK?) refused my Revolut Visa credit card for the deposit but happily accepted it for an overpriced insurance upgrade. That single interaction is a neat case study in how short-term revenue tactics destroy...
My €10 Amazon Voucher (And Why Customer Support is a Major Revenue Engine)
Love them or hate them, Amazon has amazing customer service. Recently, they incorrectly charged me for delivery. Without fuss, they refunded the charge, apologised profusely and then as I was about to smugly...
❄️ Zendesk January 2026 Release: Key Features & How to Use Them
Every month, Zendesk ships new features and enhancements designed to simplify workflows, improve agent productivity, and deepen AI-driven customer insights. Below is a breakdown of the Zendesk January 2026 release with updates, along with practical steps to get...
The Agentic Shift: Why Q4 2025 Changed the CX Landscape
Zendesk has made clear its commitment to becoming an AI-first customer experience platform, and the roadmap for late 2025 reflects just that. The focus is squarely on expanding automation, improving knowledge access, and giving businesses more control over how AI is deployed.
🚀 Zendesk December 2025 Release: Key Features & How to Use Them
Every month, Zendesk ships new features and enhancements designed to simplify workflows, improve agent productivity, and deepen AI-driven customer insights. Below is a breakdown of the Zendesk December 2025 release with updates, along with practical steps to get...