Expert view: Tomasz Krzyżak

The industry is rapidly shifting to adoption of GenAI, and Zendesk and our Poland teams are at the center of this transformation and revolution.

When I look at our broader strategy, Zendesk is positioning itself as the definitive AI-first 'Resolution Platform.' We aren't just managing support tickets anymore; we are driving actual resolutions by seamlessly blending human expertise with AI agents. Our platform now powers nearly 5 billion customer resolutions annually. We’ve aggressively expanded our capabilities through strategic acquisitions — like Ultimate for virtual agents, Klaus for QA, and Local Measure for voice AI — ensuring we deliver exceptional service to every person on the planet.

But we don't just sell AI; we live it in our own engineering culture. Internally, also in Krakow, we’ve made a massive push for GenAI adoption to accelerate how we build software. By the end of 2025, over 75% of our code-contributing engineers were using GenAI tools daily, which exceeded our own targets.

The impact has been tangible: our high-usage engineers increased their throughput by 24% year-over-year and cut their cycle times in half compared to low users. On average, our engineers reported saving about 46 hours a month—essentially gaining a '5-week month' in productivity. Moving into 2026, we are shifting our internal focus from pure adoption to 'Workflow Automation at Scale' - Agentic Workflows -  targeting high-toil tasks like PR reviews to keep our teams fast and efficient.

Poland, and Krakow in particular, continues to be seen as an attractive location for building product development teams, especially when companies are looking to access strong engineering talent. At the same time, scaling AI and ML teams can be more demanding, mainly due to the still-developing depth of experience in these fields. This creates a clear opportunity for further growth. Strengthening university programs and investing in upskilling existing employees can help accelerate the development of advanced AI expertise and support the next phase of the market’s evolution.