Is Your Automation Driving Escalation? Reimagine CX w Zendesk CTO Adrian McDermott | Speechless Ep.8
In this episode of Speechless, host Matthew Storm interviews Adrian McDermott, CTO of Zendesk, about the evolution of customer ...
Chief Technology Officer, Zendesk
Verified interview transcripts, podcast appearances, and direct quotes from Adrian Mcdermott, Chief Technology Officer at Zendesk. AI-verified speaker identity with full-text searchable transcripts.
In this episode of Speechless, host Matthew Storm interviews Adrian McDermott, CTO of Zendesk, about the evolution of customer ...
Send us Fan Mail (https://www.buzzsprout.com/520474/fan...) Adrian McDermott is Chief Technology Officer at Zendesk, where he leads the company’s product management and engineering teams and helps shape the technology behind one of the world’s most widely used customer service platforms. He joined Zendesk in 2010 and has played a key role in guiding the company’s product and platform strategy as customer experience continues to evolve in the age of AI. Drawing on years of experience building enterprise software used by service teams around the world, Adrian brings a thoughtful perspective o…
The rules of customer service are changing. Zendesk CTO Adrian McDermott takes us through where the industry, and Zendesk, is headed next. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync. 🙌 Trial Zendesk for free: https://zdsk.co/Zendesk2026 🎥 Subscribe to our YouTube channel: https://zdsk.co/ZendeskYouTube Join us on other social media channels: 👉 LinkedIn: https://zdsk.co/ZendeskLinkedIn2026 👉 X: https://zdsk.co/ZendeskX 👉 Facebook: https://zdsk.co/ZendeskFacebook 👉 Redd…
Adrian McDermott is the Chief Technology Officer of Zendesk. McDermott joins Big Technology to discuss how AI is actually changing customer service and what that means for the people doing the work. Tune in to hear how generative search, copilots, and AI agents are reshaping support workflows, productivity, and job design, and whether the models are good enough today. We also cover model orchestration, messy back-office integrations, the future of voice-based support, AI memory and continual learning. Hit play for a clear discussion of how AI is being applied concretely in customer service tod…
When will customer service be run entirely by bots? Today, we're talking to Adrian McDermott, CTO at Zendesk, about how AI agents are transforming customer experience. We discuss why automation drives escalation instead of elimination, how Zendesk is moving from seat-based to outcome-based pricing with their resolution platform, and why the future of leadership requires being more like a slot machine than a vending machine. Thank you to Digital Ocean for sponsoring this episode. For simple cloud and powerful AI that’s built to scale, check out Digital Ocean here: https://www.digitalocean.com…
Thank you for the presentation Adrian these are fascinating numbers to see i'm curious to know from your perspective what are ...
Adrian McDermott, CTO of Zendesk, spoke at the 2025 RAISE Summit and shared how AI is transforming the customer service industry, and what it could mean for the future of work as a whole. Timestamps: 0:00 Start 0:40 CX is the industry that will be most disrupted by AI 5:58 What is job to be done for AI in CX? 10:43 Determine the right tasks for AI vs humans 16:36 Q&A Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync. 🙌 Trial Zendesk for free: https://zdsk.co/Zendesk2025 🎥 Subscribe to our YouTube ch…
In a candid conversation with Zendesk CTO Adrian McDermott, it's become clear that enterprise AI has reached a pivotal moment. We're witnessing the end of AI theater and the emergence of practical platforms delivering real business value. "We're moving from chapter one to chapter two of the application of generative AI," McDermott explains. "It's not just party tricks anymore - it's platforms. And we're really building things that have value and meaning." The Rise of Platform Thinking The shift from isolated AI features to comprehensive platforms marks a significant evolution in enterprise t…
In this special ICT Talk episode, Zendesk CTO Adrian McDermott takes us behind the buzzwords and into the real potential of AI in customer service. From automation and copilots to the rebirth of voice and agentic AI, we explore what’s changing, what’s already working – and why empathy, data, and well-designed escalation paths matter more than ever. A must-hear for anyone shaping the customer experience of tomorrow. *********************************************** In dieser besonderen ICT Talk-Episode gibt Zendesk-CTO Adrian McDermott spannende Einblicke in den echten Einsatz von KI im Kunde…
In this episode of Cards Against Complexity, we speak with Adrian McDermott, Chief Technology Officer at Zendesk, about how large-scale enterprises are navigating service transformation in the era of generative AI. Drawing on Zendesk’s journey and his own evolution as CTO, Adrian shares actionable insights for technology leaders operating at enterprise scale. From shifting organizational models to integrating AI across customer touchpoints, this conversation examines the realities of digital transformation in complex service environments. *Key Takeaways*: • Leading Enterprise Service Throug…
Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk (https://www.zendesk.com/) ’s recent Relate (https://www.zendeskrelate.com/) event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhler is EMEA Chief Technology Officer at Zendesk. We talk about all of the latest developments at Zendesk, some of the big product announcements, starting another revolution and how knowledg…
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