How AI Agents Are Redefining Customer Experience with Adrian McDermott, CTO at Zendesk
Update: 2025-12-01
Description
When will customer service be run entirely by bots?
Today, we're talking to Adrian McDermott, CTO at Zendesk, about how AI agents are transforming customer experience. We discuss why automation drives escalation instead of elimination, how Zendesk is moving from seat-based to outcome-based pricing with their resolution platform, and why the future of leadership requires being more like a slot machine than a vending machine.
Thank you to Digital Ocean for sponsoring this episode. For simple cloud and powerful AI that’s built to scale, check out Digital Ocean here.
All of this right here, right now, on the Modern CTO Podcast!
To get learn more about Zendesk, check out their website here.
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