Show Notes
Zendesk CEO Tom Eggemeyer joins Michael Krigsman to discuss the impact of AI CX on customer expectations. They explore real-world lessons from the Zendesk AI journey, including what has worked and what hasn't. Learn how customer service is being reshaped by ChatGPT and artificial intelligence and machine learning. Key Topics Covered: The shift from traditional chatbots to reasoning AI agents Why Zendesk only gets paid when AI successfully resolves issues How AI is more accurate (and sometimes more empathetic) than humans The surprising ways AI is changing customer service metrics Real-world examples of AI successes and failures The future of work in an AI-dominated landscape
🔷 Newsletter: www.cxotalk.com/subscribe 🔷 LinkedIn: www.linkedin.com/company/cxotalk 🔷 Twitter: twitter.com/cxotalk 🔷 Episode takeaways: https://www.cxotalk.com/episode/zendesk-ceo-on-ai-in-customer-experience-what-works-what-doesnt-and-whats-next 00:00 🤖 Introduction to Zendesk and AI in Customer Support 01:04 ⚙️ The Realities and Challenges of AI Implementation 05:32 🌊 Zendesk's Transformation and the Future of AI in Customer Support 09:21 🔄 Transitioning to AI: Challenges and Reactions 11:23 🤖 AI in Customer Support: From Reactive to Proactive 16:38 🔍 Transparency and Use Cases in AI Decision-Making 19:12 ✅ The Role of Quality Assurance in AI-Driven Customer Service 21:39 🤖 AI Adoption and Industry-Specific Applications 28:05 🤝 Balancing AI and Human Touch in Customer Service 31:16 🤖 AI as a Strategic Differentiator in Customer Experience 35:22 📊 Evolving Metrics and Challenges in AI-Driven CX 38:27 🌐 AI's Broader Implications and the Future of Work 42:33 📊 The Role of Data in AI Development 45:33 🤖 AI's Impact on Jobs and Customer Experience 47:52 🔒 Preparing for the AI Era and Data Privacy
#AI #CustomerService #CustomerExperience #Zendesk #ArtificialIntelligence #CX #CustomerSupport #DigitalTransformation #CXOTalk #TechLeadership #cxotalk
More from CXOTalk
Check out Gartner Symposium: https://cxo.news/KGg8XY === Tamar Yehoshua is Chief Product and AI Officer at Atlassian, where AI agents are now direct users of the software her team builds. She led product at Google Search and Slack before joining Atlassian, and in this conversation she explains how the company designs products for both people and agents: the teamwork graph that gives an agent the organizational context it arrives without, who stays accountable when a chain of agents goes wrong, how Atlassian measures AI spending with its CFO, and why she never believed agents would kill SaaS.
Check out Gartner Symposium: https://cxo.news/KGg8XY ======== More than 90% of the code at Snap is now written by AI agents, and a code review agent checks most of it within ten minutes. Saral Jain, SVP, Head of Engineering and CIO at Snap Inc., built the system that makes that safe for nearly a billion monthly users. He explains the golden path of 14 managed agents, the guardrails that account for more than half of the investment, and why accountability still rests with a named human for every change that ships.
Enterprise AI has moved past experimentation and now has to prove its return. Ed Sim, Founder and General Partner of boldstart ventures, ranked the No. 1 seed investor in the Business Insider Seed 100 two years running, sees hundreds of AI startup pitches a year, and writes the first check into companies enterprises buy from years later. He wrote the first check into Snyk and backed Protect AI, which Palo Alto Networks acquired for more than $700 million.
Most enterprise AI pilots stall or fail before production, and the blocker is rarely the model.
Are AI agents ready for banking and financial services? Former UBS Group CIO Oliver Bussmann explains the risks to trust and reputation in banking.