The Impact Issue: AI gets to work

AI isn’t just in pilot mode anymore, it’s scaling rapidly, and the impact is real. In this month’s newsletter, our CTO shares how leading companies embed AI across their organizations to drive self-service and streamline support. You'll see how CX teams gain back significant time through smarter automation and how Canva uses AI to close the loop with 225 million users. We also revisit the CX predictions we made last year to see what’s on track, what’s evolving, and what’s moving faster than expected.

👉 If you haven’t already, be sure to subscribe to our monthly newsletter here.

Change always feels sudden, until you trace the steps that got you there. In this month’s newsletter, Zendesk CTO Adrian McDermott breaks down how AI is no longer a future promise, but a present force reshaping customer service. From automating 80% of inquiries to giving agents copilots and saving admins hours each week, the impact is already visible. Adrian explores how brands like Superbet, Next, and Conservice are seeing results today, and what this means as we head toward 2030.

He also dives into why the smartest companies aren’t just experimenting with AI, they’re rearchitecting their service models around it. The shift is already changing team structures, customer expectations, and how companies measure success. If you want to understand the real-world transformation underway, this is a must-read.

👉 Learn more about the specific ways AI is transforming CX by checking out this blog.

Great customer experience isn’t just a goal, it’s a competitive advantage. The Zendesk AI Effect report shows how companies like Catapult, Unity, and UrbanStems are using #ZendeskAI to improve service quality, increase efficiency, and reduce costs.

By automating routine tasks and personalizing support, teams are saving time, boosting satisfaction, and delivering measurable ROI — all while elevating customer experience and empowering agents, admins, and leaders to focus on more strategic, high-impact work. See what’s working, what’s next, and how you can achieve real business impact with AI.

👉 Download this full report to see how AI is having a real impact. 

Rob Giglio, Chief Customer Officer of Canva, shares insights into how Canva has become a CX powerhouse by doing one thing exceptionally well: Closing the loop.

With 225 million users, they gather feedback at scale, use AI to prioritize what matters most, and make closing the loop a cross-functional effort, not a side project. And crucially, they make sure customers know when something’s been fixed. In 2024 alone, they closed a million loops and sent a million thank-you notes. The result? A better product, stronger trust, and lasting loyalty.

👉 Read the full story on our blog to see how Canva approaches closing the loop in customer service conversations or watch Rob’s presentation on-demand.

The future of CX is arriving faster than expected, and AI is both the driver and the accelerant. Zendesk revisits six bold predictions for 2027 made one year ago, which range from proactive AI agents to voice-first support and personal AI assistants.

Some are moving steadily, others are rocketing forward. The throughline? The future of CX isn’t some far-flung vision. It’s unfolding in real time and moving at unprecedented speed. The challenge and the opportunity is staying ahead of the curve, while staying ready for the surprises and pivots that inevitably emerge.

👉 Read which predictions have the greatest momentum and which ones are trailing on our blog.

Want more insights on where CX is headed? Introducing Zendesk Insights, your new destination for staying ahead in the age of AI-powered customer and employee service.

Expect a curated collection of data-driven trends, executive perspectives, and product innovations designed to help you lead with clarity, confidence, and speed.

👉 The future of service is already unfolding. Zendesk Insights helps you stay one step ahead.