IT
IT provides the core foundation that all good customer and employee experiences are built upon. Learn how to create alignment across your organization on digital strategy and transformation.
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5 min read
What is problem management? A complete guide
Problem management definition Problem management is an aspect of IT service management (ITSM) that focuses on…
Article
3 min read
86% of IT leaders rank employee service as a top priority. Here are their next steps.
Gone are the days when IT focused solely on infrastructure and digital transformation. Nowadays, IT teams…
Article
8 min read
What is ITSM? The ultimate IT service management guide
What is ITSM? IT service management (ITSM) is a framework for delivering IT services to customers…
Article
1 min read
10 essential books and podcasts for IT leaders in 2025
These 10 essential resources, curated by our team of experts, will help you design better employee…
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Register now and secure your spot.
Article
1 min read
What is an IT service desk? Definition + benefits
An IT service desk is a central employee service hub that helps streamline support, boost productivity, and improve job satisfaction. Read to learn more.
White Paper
How IT leaders can eliminate siloed service and deliver enhanced employee experiences
Experts warn of decreased employee satisfaction. Here’s how businesses can take action.
Report: IT leaders tackle new challenges with security, AI, and CX
Discover new insights and data from 1,200 IT leaders about AI, data privacy, and CX strategies.
Article
4 min read
The future of work for IT teams is supporting hybrid workforces
IT teams don’t always get the credit they deserve for keeping the company running smoothly; they also don’t always have the tools they need to work effectively and provide a seamless experience.
White Paper
1 min read
Futurum report: How investing in the right digital solution improves CX
Futurum Research reveals why leading brands are investing in new technology and how the Zendesk platform sets itself apart from other enterprise solutions.
3 min read
Deliver better customer and employee experiences with Zendesk and Amazon AppFlow
We’re excited to announce that Amazon AppFlow now allows teams to easily create bi-directional data flows with Zendesk for smarter customer and employee experiences.
Article
5 min read
CX is at a digital tipping point—here’s what IT leaders can prepare for
As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward.
Article
6 min read
Why tech leaders must focus on both the customer and employee experience
Colleen Berube, CIO and SVP of Operations at Zendesk, had been on the job a little…
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5 min read
Delighting customers with modern customer experiences
The customer has changed and so have their expectations on what customer experience means to them.…
Article
5 min read
Addressing customer experience from the CIO perspective
For IT leaders, customer experience was already a hot topic, but the pandemic has amplified the…
Article
7 min read
Through the CIO lens: 5 important CX trends for 2020
Learn more CX trends we're seeing in 2020 and find out how CIOs are in a unique position to drive their organizations toward customer centricity.
Article
3 min read
Boost agent productivity & customer happiness with a complete view of the customer
Customers have high expectations for the speed and quality of their support, and a poorly managed omnichannel environment isn’t just frustrating for agents, it’s ultimately frustrating for customers as well
Article
4 min read
How Envoy builds apps 3x faster with a flexible CRM platform
Envoy, a Zendesk premier partner, shares how they quickly built an app for adding personalized touches to the customer experience, and did so with a flexible CRM platform
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