Case Study: Zendesk builds a shared language for adaptability with AQai

Zendesk builds a shared language for adaptability with AQai as 47% score high in Mindset

Zendesk, a global enterprise SaaS company, faced a significant challenge as it accelerated AI integration and restructured roles. A 17-person leadership team was dealing with relentless change, continuous upskilling, and uncertainty, where the real pressure was not on adopting new tools but on sustaining the people expected to absorb that change. The gap between their bold AI strategy and the team's readiness to execute it risked stalling the entire transformation.

AQai addressed this by having AQ® Certified coach Sheila Drum run the AQme® assessment for the entire leadership team. The data provided a shared language for adaptability, which normalized change fatigue and allowed the team to openly discuss their struggles. This led to a shift from passive concern to actively proposing solutions during their offsite workshops. As a result, the team introduced monthly innovation-sharing sessions to sustain momentum, with the client sponsor rating the engagement a 9 out of 10 NPS.

Zendesk