Remote work is no longer a niche perk, and a detailed study on hybrid work found that some employees will trade up to 25% of ...

An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Someone is sending hundreds of pointless emails to people, using Zendesk's ticketing system.

In using AI with customers, organizations face a challenge in getting them to trust it. They must balance explaining to ...