Zendesk is shifting the focus of customer service from routine metrics to measurable outcomes—placing resolution at the center of its strategy. At the recent Zendesk Relate event in Las Vegas, Zendesk CEO Tom Eggemeier introduced the Zendesk Resolution Platform: a fully integrated, AI-powered system built to solve real customer problems, not just manage tickets.
The platform unifies generative search, AI agents, and seamless human handoffs—eliminating the need for disconnected tools. Customers get faster answers. Agents focus on meaningful conversations. Businesses see real results. Everyone wins.
Eggemeier shared why Zendesk believes resolution is the only metric that matters—and how their new pay-for-outcomes model directly aligns with customer success.
With more than 18 billion graded interactions informing its AI, Zendesk is leveraging massive volumes of feedback to drive loyalty, reduce friction, and personalize support at scale. Their approach to Agentic AI means customers often get help before they even know they need it.
Trusted by over 100,000 organizations globally, Zendesk is helping brands move from reactive support to proactive, intelligent experiences—while keeping the human touch at the heart of every interaction.
In this episode, Zendesk CEO Tom Eggemeier reveals the top three CX trends shaping the future of service—and why AI is just the beginning. Tune in for a front-row look at how leading brands are rethinking loyalty, automation, and customer connection.
🎧 If you’re rethinking how AI fits into your CX strategy, this conversation offers a front-row seat to the future of customer experience.
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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