In a Q&A with Zendesk’s VP Marketing EMEA, Emma Acton reflects on how enterprise marketing is evolving. She discusses the shift towards brand-led demand, the continued evolution of account-based marketing, and the growing complexity of measuring customer journeys in an AI-driven environment.
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At its 2026 Relate event in Colorado, Zendesk outlined its push towards an autonomous service workforce, revealing new AI platform capabilities. The event focused on balancing AI-driven scale with trust, governance, and operational resilience.
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Zendesk EMEA CTO Matthias Goehler discusses how AI is reshaping customer service, from automation and cross-channel experiences to security, human empathy, and the shift toward more proactive support.
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Zendesk has outlined a new AI-focused strategy for customer service centred on combining AI capabilities with human support workflows to improve operational efficiency and service delivery.
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Cequence Security has introduced Agent Personas to provide more granular control over AI agent access and actions within enterprise environments.
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Cybercrime in the financial sector has intensified, with AI posing new challenges. CrowdStrike report finds that asset theft reached record levels in 2025 due to advanced tactics.
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