Prompt Literacy: The New Essential Skill for Modern CX Teams Customer experience is entering a new phase—one where AI doesn’t just assist behind the scenes, but actively shapes how service is delivered. As Zendesk introduces powerful tools like App Builder and generative AI–driven workflows, one skill is quickly becoming critical for CX leaders and teams alike: prompt literacy. Prompt literacy isn’t about knowing how to “talk to AI” casually. It’s about clearly translating business intent, customer context, and operational rules into instructions that AI can reliably execute. In many ways, prompts are becoming the new interface between people, systems,...