Talent evolution: rethinking roles and upskilling

AI is handling more of the known, repeatable work—so what does that mean for the people who used to do it? In this recorded panel from Zendesk Relate 2026, experts discuss how support roles are shifting from break-fix resolution toward higher-value work like trusted partnerships and strategic problem-solving. You'll explore what the panel calls the "value stack" and sort real tasks into the categories that define the future of service work.

This mini-course is part of a five-part series recorded at Zendesk Relate 2026. Each one stands on its own—start wherever feels most relevant to you.

• Change management: why AI isn't business as usual
• Talent evolution: rethinking roles and upskilling
• Metrics: measuring what matters in AI
• Trust and governance: the backbone of AI success
• Parting advice: beyond the AI technology

Learning objectives

By the end of this course, you will be able to:

• Distinguish between work that AI handles, work that requires human-AI collaboration, and work that remains uniquely human.
• Identify where your team's current tasks fall on the value stack—from break-fix resolution to trusted partnerships.

Audience

This course is intended for all audiences.

Prerequisites

None required.