Zendesk CEO On AI In Customer Experience: What Works, What Doesn't, And What's Next
cxotalk.com, Friday, July 11th, 2025
Zendesk CEO Tom Eggemeier joins CXOTalk episode 886 for a candid discussion on AI in customer experience. Learn what works, common pitfalls, and strategic insights to guide your organization's AI journey.
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.