{"id":73914,"date":"2025-09-15T16:10:37","date_gmt":"2025-09-15T15:10:37","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73914"},"modified":"2025-09-15T16:10:37","modified_gmt":"2025-09-15T15:10:37","slug":"ai-at-the-core-zendesk-bold-vision-for-the-future-of-contact-centers","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/ai-at-the-core-zendesk-bold-vision-for-the-future-of-contact-centers\/","title":{"rendered":"AI at the Core: Zendesk\u2019s Bold Vision for the Future of Contact Centers"},"content":{"rendered":"<p><a href=\"https:\/\/www.youtube.com\/watch?v=niRV8wov4gI\" target=\"_blank\" rel=\"noopener\">Watch on YouTube<\/a><\/p>\n<p>Introduction: Contact centers have seen disruption before\u2014but nothing like this. In this forward-looking conversation, Rob Scott speaks with <strong>Tom Eggemeier, CEO at Zendesk, and Jonathan Barouch, VP &amp; GM of Zendesk for Contact Center<\/strong>, to explore how AI is transforming CX from the ground up. If you think the move from on-prem to cloud was big, Tom argues, &#8220;AI is 100 times bigger.&#8221;<\/p>\n<p>This episode dives deep into why that is\u2014and what it means for the future of customer engagement, enterprise operations, and the role of the human agent. Key discussion points include:<\/p>\n<ul>\n<li><strong>From Prem to Proactive: Why the AI shift makes the cloud migration look small\u2014and what \u201cAI-first\u201d truly means for customer service.<\/strong><\/li>\n<li><strong>The End of Fragmentation: How Zendesk\u2019s unified resolution platform simplifies tech stacks, integrates AI at the core, and enables smarter agent assistance.<\/strong><\/li>\n<li><strong>Rethinking Metrics &amp; Models: The shift from handle time to resolution, and how AI is changing everything from pricing to KPIs.<\/strong><\/li>\n<li><strong>The Human Role in an AI World: Why agents aren\u2019t going away\u2014but will need to evolve with the complexity of customer interactions.<\/strong><\/li>\n<\/ul>\n<p>Whether you&#8217;re a CX leader, a digital transformation strategist, or simply navigating the future of contact centers, this conversation is packed with insight, honesty, and a clear call to action.<\/p>\n<p><strong>Next Steps:<\/strong> Interested in reimagining your contact center around outcomes, not just channels? Explore Zendesk\u2019s AI-first platform and start testing today. Learn more at\u00a0<a href=\"http:\/\/Zendesk.com\">http:\/\/Zendesk.com<\/a> or reach out for a consultation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Watch on YouTube Introduction: Contact centers have seen disruption before\u2014but nothing like this. In this forward-looking conversation, Rob Scott speaks with Tom Eggemeier, CEO at Zendesk, and Jonathan Barouch, VP &amp; GM of Zendesk for Contact Center, to explore how AI is transforming CX from the ground up. If you think the move from on-prem [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":73916,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,60908],"class_list":["post-73914","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-contact-center","category-tv","tag-artificial-intelligence","tag-ccaas","post_format-post-format-video","brands_to_track-zendesk","editorial_type-interview","intent-evaluation","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>AI at the Core: Zendesk\u2019s Bold Vision for the Future of Contact Centers - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, CCaaS and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/ai-at-the-core-zendesk-bold-vision-for-the-future-of-contact-centers\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI at the Core: Zendesk\u2019s Bold Vision for the Future of Contact Centers\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center &amp; 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