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

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

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.

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#137 Christian Reilly - CTO at Citrix

#137 Christian Reilly - CTO at Citrix

Today we are talking to Christian Reilly, the CTO at Citrix. And we discuss becoming an agent for positive change, learning to ask the right questions by practicing active listening and the importance of putting your team in the roles and positions where they can be most effective. All of this, right here, right now, on the Modern CTO Podcast!

13 Nov 201942min

#136 Aneesh Chopra - First CTO of the USA

#136 Aneesh Chopra - First CTO of the USA

Today we are talking to Aneesh Chopra, the First CTO of the United States of America. And we discuss what it was like to report directly to the president, how he helped lead the open data revolution in government, and his 3 philosophies on leadership and innovation management. All of this, right here, right now on the Modern CTO Podcast!

6 Nov 201954min

#135 Ashley Goodall - SVP - Leadership & Team Intelligence at Cisco

#135 Ashley Goodall - SVP - Leadership & Team Intelligence at Cisco

Today we are talking to Ashley Goodall, the SVP of Leadership and Team Intelligence at Cisco. And we discuss topics from his new book Nine Lies About Work, the link between technology and human interaction, and the role the leader plays in the amplification of team productivity. All of this, right here, right now, on the Modern CTO Podcast!

30 Okt 201949min

#134 Ilan Twig - Co-Founder & CTO at TripActions

#134 Ilan Twig - Co-Founder & CTO at TripActions

Today we are talking to Ilan Twig, the Co-Founder and CTO at Trip Actions. And we discuss the challenge in scaling culture during hyper growth, how he uses methods from the Israeli Air Force to strengthen his team, and why those that can scale themselves earn a seat at the table. All of this, right here, right now, on the Modern CTO Podcast!

23 Okt 201956min

#133 Marcelo Lopez - Co-Founder & CEO at UruIT

#133 Marcelo Lopez - Co-Founder & CEO at UruIT

Today we are talking to Marcelo Lopez, the Founder and CEO of UruIT. And we discuss Ways to beat attrition and retain top talent, benefits of working with a near shore team and creating better relationships by treating your vendors as key partners. All of this, right here, right now, on the Modern CTO Podcast!

18 Okt 201945min

#132 - Tim Dickson VP, Digital Business Platform at Laureate

#132 - Tim Dickson VP, Digital Business Platform at Laureate

Today we are talking to Tim Dickson, the VP of Digital Business Platform at Laureate International Universities. And we discuss the 3 lenses of Innovation, the 4 quadrants of leadership, and the exact skills necessary to make digital transformation successful. All of this, right here, right now, on the Modern CTO Podcast!

16 Okt 201948min

#131 Lei Yang - VP of Engineering at Quora

#131 Lei Yang - VP of Engineering at Quora

Today we are talking to Lei the VP of Engineering at Quora. And we discuss ways to evaluate and track developer velocity, why there's no substitute for experience when it comes to learning, and the benefits of quarterly hack weeks to drive collaboration and innovation. All of this, right here, right now, on the Modern CTO Podcast!

9 Okt 201932min

#130 Prakash Kota - CIO at Autodesk

#130 Prakash Kota - CIO at Autodesk

Today we are talking to Prakash, the CIO at AutoDesk. And we discuss the ratio between being bold and being reckless, tips for having an MVP Mindset to keep things simple, and ways to break down walls between teams to build a culture of collaboration. All of this, right here, right now, on the Modern CTO Podcast!

2 Okt 201936min

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