Adrian McDermott

Chief Technology Officer at Zendesk, leading product and engineering efforts around AI agents, customer experience, and the Zendesk Resolution Platform with extensive experience scaling engineering organizations.

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Dec 1, 2025 • 59min

How AI Agents Are Redefining Customer Experience with Adrian McDermott, CTO at Zendesk

Adrian McDermott, CTO at Zendesk, shares his insights on how AI agents are revolutionizing customer service. He argues that rather than replacing teams, automation expands their capabilities and drives innovation. Adrian explores three AI application modes and the evolution of support from phone calls to intelligent agents. He highlights the need for strong REST APIs to support automation and discusses the financial shift to outcome-based pricing. Adrian's personal approach to leadership leans on being adaptable and prioritizing grit when hiring.

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