Zendesk CEO on AI for Customer Experience | CXOTalk #866

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 agentsWhy Zendesk only gets paid when AI successfully resolves issuesHow AI is more accurate (and sometimes more empathetic) than humansThe surprising ways AI is changing customer service metricsReal-world examples of AI successes and failuresThe 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