Punk CX: Customer Experience Insights with Adrian Swinscoe

Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk

·58 min·5 clips

Zendesk's CEO reveals they are attempting a second revolution in customer service, focusing entirely on solving customer problems.

The Punk CX podcast episode features a two-part interview recorded at the Zendesk Relate conference in Las Vegas. In the first segment, host Adrian Swinscoe speaks with Tom Eggemeier, CEO of Zendesk. They discuss Zendesk's history of democratizing customer service and its new 'resolution revolution' platform, which aims to focus entirely on solving customer problems rather than counting seats or interactions. Tom announces several product developments, including next-generation AI agents, a generative search upgrade for help centers, and a new 'knowledge builder' that can auto-create support articles from ticket data. A major announcement is Zendesk's move towards resolution-based pricing, where customers are only charged for AI agent interactions if the problem is solved. Tom also discusses the pending acquisition of CCaaS provider Local Measure to build an 'agentic AI' based contact center platform and shares results from customers like Etsy and Catapult Sports. The second segment features Adrian McDermott, CTO of Zendesk, and Matthias Göhler, CTO for EMEA. They elaborate on the technological shift towards 'agentic AI', explaining how large language models enable AI agents to reason, plan, and adapt like humans rather than follow rigid flowcharts. They discuss the importance of knowledge management as the foundation for AI, the evolution of Zendesk's 'knowledge builder' from earlier 'content cues' technology, and the benefits of automated content creation and translation. The conversation covers regional differences in AI adoption, with Europe emphasizing data privacy and governance. Both executives offer advice on navigating AI-driven change, emphasizing starting with a clear business goal, involving human agents in the process, and using concrete examples like a Nordic telco that successfully automated repetitive tasks selected by its staff.

As heard by us

Zendesk's leaders tie AI, automation, and service outcomes to practical customer and employee examples.

Recorded at Zendesk Relate in Las Vegas, this single-episode review keeps its focus on service automation as brands weigh current pressure against new product direction.

Read the full review in PlayNext →

Why you'd press play

You get a close look at Zendesk's Relate-stage view of automation, with service satisfaction kept firmly in the frame.

Read the full recommendation in PlayNext →

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