Discover how AI, paired with human ingenuity, is transforming the future of customer experience. On this episode of The Modern Customer Podcast, Zendesk’s CTO shares how AI is reshaping CX and EX—from RAG to agent co-pilots.
Recorded live at the Zendesk Relate conference in Las Vegas, the conversation centers on a bold idea: we’re no longer limited by what AI can do—we’re only limited by how creatively we use it.
Adrian McDermott, Zendesk’s CTO since 2010, explains where AI is making the biggest impact—and why creative thinking now sets leaders apart.
For CX and EX leaders navigating rapid transformation, Adrian outlines three practical areas where AI is already delivering real value:
1. Retrieval-Augmented Generation (RAG)
Say goodbye to static help articles. Zendesk is turning search into a conversation, offering human-like answers in real time.
2. Agent Co-Pilots
AI tools built into the agent desktop now guide reps through workflows, reduce training time, and improve consistency at scale.
3. Agentic Automation
Zendesk’s AI agents can reason, act, and solve problems—handling complexity and sentiment without needing human intervention every time.
Adrian also shares his personal AI ritual. He regularly uses large language models to boost creativity and refine decision-making.
🎧 Tune in to hear how Zendesk is turning AI into action—and why CX leaders with imagination will lead the future.
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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