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Adrian McDermott

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  1. RAISE Summit26 min

    Adrian McDermott, CTO, Zendesk: What CX Teaches Us About AI And The Future Of Work

    Adrian McDermott, Joseph

    During a presentation on enterprise AI transformation, Zendesk representatives detailed how their platform now supports 15,000 generative AI users and redefines customer service as a critical revenue engine where 94% of value derives from support interactions. The company outlined a strategic shift toward outcome-based pricing and the development of voice-enabled agents, aiming to reduce the customer service market's dependence on human labor by the end of the decade. Data from 33 million analyzed tickets suggests that AI will primarily address upstream business failures and low-value queries, allowing human agents to focus on high-empathy tasks that prevent churn.