Agentic AI, Customer Resolution, and the Future of Zendesk’s CX Vision

In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what’s next for CX—and why the future is all about outcomes, not tickets.

The conversation explores Zendesk’s new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include:

✅ The shift from interactions to real resolution ✅ Agentic AI that acts, adapts, and anticipates ✅ A business model that only wins if customers do ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch

If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what’s possible. 🎧 Tune in now!

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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