Zendesk Relate 2026 - Zendesk prepares for an outcome-based future built on ‘verified resolutions’
To understand the consequential announcement at this year’s Relate event in Denver, you have to start with a different lens.
Not because Zendesk doesn’t have plenty of new features to talk about — it does. But because underpinning those announcements is a clear intent to build a different business model, not just a better toolset.
A future in which companies increasingly pay for outcomes, not just licenses.
Because as Zendesk pushes to become what it calls an “Autonomous Service Workforce” provider, its Resolution Platform is no longer best understood merely as a set of tools. Instead it’s best understood as an attempt to package the capabilities needed to turn outcome-based pricing into a viable commercial model.
Directly taking responsibility for delivering a resolution to customer issues is a much more difficult problem than simply supporting human service workflows or deflecting tickets with chatbots — and so any attempt to use...
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