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

from Modern CTO · host ProSeries Media

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. All of this right here, right now, on the Modern CTO Podcast! To get learn more about Zendesk, check out their website here.

What this episode covers

NOW PLAYING

0:00 59:00

1×

No transcript for this episode yet

We transcribe on demand. Request one and we'll notify you when it's ready — usually under 10 minutes.

Share this episode

Similar Episodes

The Field 38 Glory to God!

Mar 3, 2026 ·44m

The Field 37 Weakened Christianity

Feb 21, 2026 ·30m

The Field 36 The Conversation Continues

Dec 17, 2025 ·30m

The Field 35 Conversation between a Monk and Layman

Dec 11, 2025 ·26m

The Field 34 The Cup of Christ!

Dec 11, 2025 ·29m

Episode 31 Chapter 27 Rule for Laypeople

Dec 11, 2025 ·33m

Similar Podcasts

Modern Day Modern Day Weekly convos between Emma Lembke and Jules Terpak The Field Priest Methodius Chwastek The Field is a place of cultivation and of battle. In the Church, we learn to cultivate a life pleasing to God. This life is shaped in the spiritual battle. This series examines, chapter by chapter, the Christian classic The Field, by Saint Ignatius Brianchaninov. Please join me as I explain this great work in terms the modern Orthodox Christian can understand. Powering the Middle TJ Wilde The podcast that celebrates the backbone of America, our middle class and small businesses. We dive into the challenges that harm consumers. Threaten businesses and undermine our economy. How do we blend timeless values and traditions with modern technology to secure a brighter future? Come explore how middle class values and small businesses can keep driving the economy, creating jobs, and offering the American dream The Health Odyssey: Navigating Tomorrow's Medicine Podcast Welcome to 'The Health Odyssey: Navigating Tomorrow's Medicine,' where we embark on an adventurous journey through the ever-evolving world of healthcare. Each episode is like a treasure map, guiding you through the rich tapestry of ancient healing arts mixed with futuristic tech wizardry. We’ll chat about the wild west of health data privacy, the corporate giants reshaping our care, and the mind-bending potential of psychedelics for mental wellness. Think of us as your trusty sidekicks, unraveling the mysteries of modern medicine while keeping it real and relatable. Let’s dive into the stories, the science, and the soul of healthcare, paving the way for a healthier tomorrow.

Frequently Asked Questions

How long is this episode of Modern CTO?

This episode is 59 minutes long.

When was this Modern CTO episode published?

This episode was published on December 1, 2025.

What is this episode about?

Can I download this Modern CTO episode?

Yes, you can download this episode by clicking the download button on the episode player, or subscribe to the podcast in your preferred podcast app for automatic downloads.

URL copied to clipboard!