IT leaders say they can see 'shadow AI.' Their own data says otherwise.
New research reveals a striking gap between how much control mid-market IT leaders believe they have over unsanctioned AI, and how much they actually do.
Teams | Collaboration | Customer Service | Project Management
Collaborating To Help Teams Work Better In The Modern Workplace
Scaling Service Operations: What Oakman's Investment Signals for Service Teams
Service teams are under pressure to scale—but the systems supporting them aren’t keeping pace. More tickets. More channels. Higher expectations. Less tolerance for delays. And yet—many teams are still working with tools that weren’t built for how modern service actually operates.
Zendesk CX Trends 2026: Lead in the AI era with contextual intelligence
AI promised better CX — but 83% of consumers still expect more. Contextual intelligence is the missing link that lets teams deliver smarter, faster, and more meaningful experiences. In this video, we unpack the five trends shaping CX in 2026 and show how contextual intelligence helps you: Watch to learn how to lead in the AI era and start applying contextual intelligence in your organization today.
How this CTO builds the foundation for AI
Robert Lyons has a message for leaders chasing the AI moment: Slow down, clean up your data, and build from a foundation that can support what you're promising.
Custom intent categories: Tailor intelligent triage to your business needs | What's New
Every business has support issues that don’t fit neatly into prebuilt categories. Custom intent categories let admins define intents, categories, and subcategories that reflect their unique support needs. By customizing how tickets are classified, intelligent triage can more accurately predict what incoming requests are about—helping teams organize work and route tickets more effectively. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.
The Modern Tech POV with Dan Keyworth
In this episode of The Modern Tech POV, Dennis Woodside, CEO at Freshworks, sits down with Dan Keyworth, Executive Director of Performance Technology and Systems at McLaren Racing, the reigning Formula One Constructors' Champions. McLaren runs one of the most demanding technology operations in the world. 26 race weekends a year. A new network built from scratch at every circuit. 100,000 telemetry parameters per second. And zero margin for error.
What's New: February 2026 | Zendesk
This month, we’re focused on making the Zendesk Resolution Platform more flexible and easier to manage. From the shift toward AI-powered "agentic" workflows to enhanced governance controls, these updates are designed to help your team deploy automation faster while maintaining a high standard of service quality.
Vivantio Secures Strategic Investment from Oakman to Accelerate Global Growth & Product Innovation
Service organizations are under pressure like never before. More tickets. More channels. Higher expectations. Less tolerance for delays. And yet—many teams are still working with tools that weren’t built for how modern service actually operates.
Change is good, right?
New studies about AI adoption and employee experience show the ups and downs of change—and why workers feel empowered as long as they have the proper supports.
The Definitive Guide to B2B Customer Intelligence Solutions for Success Leaders
Customer intelligence is now the operating system of B2B customer success. The best customer intelligence tool for B2B customer service is one that unifies account-level data, converts signals into prioritized actions, and plugs seamlessly into your support and CRM ecosystem.