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...
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...
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...