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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...
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...
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...
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...
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.
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