[CXOTALK 886] Zendesk CEO: AI in Customer Experience

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Artificial intelligence is transforming customer experience, but separating practical reality from industry hype isn’t always easy. In this candid CXOTalk conversation, Zendesk CEO Tom Eggemeier shares real-world insights on implementing AI effectively, addressing pitfalls and misconceptions head-on.

Discover what Zendesk learned while integrating AI into their products and organization, including the surprises, challenges, and strategic decisions involved. Tom reveals how AI is reshaping customer expectations, discusses common AI implementation mistakes, and provides an honest look at what genuinely delivers value versus what's oversold. 

Watch this episode to learn:

• Practical lessons from Zendesk’s experience using AI at scale.

• How to balance human touch with automation to deliver better experiences.

• Common missteps organizations encounter when adopting AI for customer service.

• Key insights into the future direction of AI in customer interactions.

Join the conversation and ask Tom your questions during the live discussion!

During the live show, share your views and ask questions on Twitter and in the LinkedIn event chat.

Episode Participants

Tom Eggemeier is the CEO of Zendesk and a member of the board. Most recently, Tom was a partner at the private equity firm Permira, where he was the head of the Menlo Park office and focused on investing and value creation in the Technology sector. In addition to the Zendesk board, Tom serves on the boards of Axiom, G2, Seismic and Mimecast. Prior to joining Permira, Tom was the President of Genesys, a Permira fund portfolio company and global leader in omnichannel customer experience and contact centre software. During his more than ten-year tenure with Genesys, he focused on developing and implementing strategic and operational initiatives aimed at driving value creation across the business. Tom’s previous global experience includes working in Paris, France for almost five years along with over 20 years operational experience in the technology sector leading teams from sales to research and development.

Michael Krigsman is a globally recognized analyst, strategic advisor, and industry commentator known for his deep expertise in business transformation, innovation, and leadership. He has presented at industry events worldwide and written extensively on the reasons for IT failures. His work has been referenced in the media over 1,000 times and in more than 50 books and journal articles; his commentary on technology trends and business strategy reaches a global audience.

July 11: Tom Eggemeier, CEO, Zendesk

July 18: Art Hu, Global CIO and SSG Chief Delivery & Technology Officer, Lenovo

July 25: Lord Tim Clement-Jones, Member, UK House of Lords, and Dr. David Bray, Distinguished Fellow and Chair of the Accelerator with the Alfred Lee Loomis Innovation Council at the nonpartisan Henry L. Stimson Center

Aug 8: David Martin, Managing Director & Senior Partner, Global Lead, People & Organization, Boston Consulting Group

Aug 15: Dr. Hamilton Mann, Group Vice President, Global Digital and AI Transformation for Strategy, Marketing and Sales, Thales

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