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Zendesk’s Specialist Bet Is the Right One; and Here’s What Would Make It a Moat

Zendesk’s Specialist Bet Is the Right One; and Here’s What Would Make It a Moat

by Thomas Wieberneit | May 22, 2026 | Blog

If you only read the press releases, Zendesk Relate 2026 told a strong, clean story. The era of the chatbot is over. Welcome the Autonomous Service Workforce. Resolution replaces deflection. Outcome-based pricing is the new norm. Specialization beats generalist...
Does Zendesk enable a true human – AI partnership?

Does Zendesk enable a true human – AI partnership?

by Thomas Wieberneit | Oct 11, 2024 | Analysis, Blog

The news On October 9, 2024, Zendesk held its AI Summit in New York’s Chelsea Industrial. The AI Summit is an event mainly for customers to inform themselves about what is new at Zendesk but also to network with each other. The event featured an interesting lineup of...
How Zendesk builds the future of AI-powered service

How Zendesk builds the future of AI-powered service

by Thomas Wieberneit | May 2, 2024 | Analysis, Blog

The News On April 15 to April 18, 2024, Zendesk held its annual Relate event, including a half day analyst track on April 15. The event was attended by around 1,600 customers, partners and analysts. It was about Zendesk’s strategy, which revolves around – no...
How Zendesk moves the needle in customer service

How Zendesk moves the needle in customer service

by Thomas Wieberneit | Jan 12, 2024 | Analysis, Blog, News

The news On January 8, 2024, Zendesk announced the acquisition of Klaus, “the industry leading AI-powered quality management platform”. With AI driving a rapid increase in customer service interactions it is necessary for customer service teams to become more...
How Zendesk Intelligent Triage steps up the customer service game

How Zendesk Intelligent Triage steps up the customer service game

by Thomas Wieberneit | Sep 18, 2022 | Analysis, Blog

The News On September 14, 2022, Zendesk announced the release of its new customer sentiment and intent functionality: Intelligent Triage and Smart Assist. These new AI based solutions shall “enable businesses to triage customer support requests automatically and...
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