Zendesk AI is transforming the way businesses connect with customers, and behind every breakthrough are the visionaries making it happen. At AI Technology Insights, we celebrate those at the forefront of innovation—leaders who turn cutting-edge tech into real-world impact. This month, we’re excited to spotlight Tom Eggemeier, CEO at Zendesk, our AI Tech Top Voice of the Month. With a career spanning software, cloud, and customer experience, Tom has been a driving force in solving real problems with technology. Join us as we explore his journey and what inspired him to join Zendesk.
Here’s the full interview.
AI Technology Insights (AIT): Hi Tom, Welcome to our interview series. You are our AI Tech Top Voice of the Month. Please tell us a little bit about your journey in the tech industry and how you arrived at Zendesk.
Tom: Thank you. I’m honored to be part of this. My career in tech has always centered around solving real problems for real people. I have led teams across software, cloud, and customer experience, but what drew me to Zendesk was its purpose. This is a company built on the belief that service should be simple, personal, and effective. What excites me today is that we are pushing that vision even further using AI to help businesses deliver the kind of support that builds trust and keeps people coming back.
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AIT: Customer expectations are continually evolving. How does Zendesk stay ahead of these changes to ensure its solutions remain relevant and effective?
Tom: The short answer is, we listen.
We are deeply customer-obsessed, and that drives everything we do – from how we build products to how we show up in the market. Expectations are rising fast. People want answers right away, and they do not want to be passed around or stuck in a loop. That is why we are focused on Agentic AI, which does not just assist but actually acts. It helps resolve issues quickly and clearly, without losing the human touch. And behind the scenes, we are investing in tools like AI-powered quality assurance, so companies can ensure their service is not just fast, but consistently excellent.
AIT: Zendesk has been at the forefront of customer service solutions. How has Zendesk’s customer acquisition strategy changed in the last two years? Any unique milestone that you would like to share with our audience?
Tom: Over the past two years, we have seen a big shift in what businesses are looking for. It is no longer about adding more tools. It is about finding a smarter way to solve customer issues. That has led us to build stronger partnerships, especially with companies looking to rethink service from the ground up. One milestone I am proud of is the growing adoption of our AI Agent Workspace. It is helping teams resolve issues faster, with less effort, while still delivering the personal, thoughtful support people expect.
AIT: How do you envision the role of AI and automation transforming customer support in the next 12 to 18 months?
Tom: We are entering a new phase where AI will not just support agents. It will actually resolve customer issues end-to-end. That is what we call Agentic AI. It is AI that can take action on behalf of a customer, learn from experience, and improve over time. This shift will free up teams to focus on the human side of service – empathy, connection, and trust. As the largest AI provider in service, with more than 10,000 companies using our AI tools today, we are seeing firsthand how this technology is helping businesses deliver faster, smarter, and more personal support at scale.
AIT: In your experience, what are the most significant challenges businesses face when integrating new customer service technologies, and how can they overcome them?
Tom: The biggest challenge is fragmentation. When companies add new tools without a clear strategy, it often creates more work instead of solving problems. The key is to focus on resolution, making sure every issue has a clear path from start to finish. That is why we are building Resolution Platforms that bring AI, agents, and processes together in one place. To ensure quality and consistency, we are embedding AI into quality assurance as well. That helps businesses spot issues early, coach more effectively, and keep raising the bar on service.
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AIT: Each year, Zendesk Relate unveils the biggest and hottest trends in CX and customer service. What would be special in 2025?
Tom: Relate 2025 marked a real turning point. We introduced a new category – the Resolution Platform – which is designed to help businesses move from managing tickets to actually resolving issues with speed and intelligence. We also showcased how Agentic AI is no longer theoretical. Customers shared real stories of how they are using it to streamline operations, improve satisfaction, and empower their teams. The energy at Relate made it clear that the future of service is already here – and businesses are ready for it.
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AIT: Zendesk has a strong community of users and partners. How did you plan to engage with this community to gather feedback and drive product development during the Zendesk Relate 2025?
Tom: At Relate 2025, we spent time listening as much as sharing. We created space for customers to give direct feedback, participate in product discussions, and shape what’s next. From roundtables to customer-led sessions, it was clear that our community is not just using our platform – they are helping us build it. That level of engagement is a core part of how we move forward together.
AIT: Can you share an example of a recent innovation at Zendesk that has had a substantial impact on enhancing CX?
Tom: One of the most impactful innovations is our AI-powered Copilot for agents. It helps draft responses, summarize long conversations, and suggest the next steps, all in real time. That means agents can focus on the conversation, not the clicks. Companies across industries, from e-commerce to healthcare, are seeing faster resolution times and higher customer satisfaction. It is a simple, powerful example of how AI can make service feel more human, not less.
AIT: As a leader in the industry, what advice would you offer to companies looking to build a customer service strategy that balances technology with a personal touch?
Tom: Keep people at the center. It is easy to get excited about technology, but the best service strategies start with empathy. Ask yourself: what does your customer really need in that moment?
Use AI to remove friction and give your team the tools to be more present, not more robotic.
The right balance happens when technology does the heavy lifting, and people get to focus on what they do best, which is being human.
AIT: With the increasing importance of data security and privacy, how does Zendesk ensure that your platforms comply with global standards and protect customer information?
Tom: Trust is the foundation of everything we do. We follow strict global standards – from GDPR to ISO certifications – and we build security into every part of our platform. But, beyond compliance, we give our customers transparency and control over their data.
As we expand our AI capabilities, we are committed to doing it responsibly, with fairness, accountability, and customer choice at the core.
AIT: Looking ahead, what upcoming events or initiatives is Zendesk most excited about, and how do you see them shaping the future of customer service?
Tom: Relate 2025 was a major moment for Zendesk and for the future of service. It set the stage for where we are going next – deeper investments in Agentic AI, stronger partnerships around our Resolution Platform, and expanded tools for AI-powered quality assurance. We are especially focused on helping businesses put these innovations into practice quickly, with real outcomes. What comes next is not just more automation. It is smarter, faster resolution, and more time for humans to do what they do best.
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To share your insights, please write to us at sudipto@intentamplify.com
Tom Eggemeier is the CEO of Zendesk and a member of the board. Our AI Technology analysts attended the recently concluded Zendesk Relate Digital 2025 event, covering all the Agentic AI updates and announcements. During the event, Tom delivered the keynote on Zendesk’s AI roadmap for 2025 and new agentic AI-powered features for the CX, IT, and HR professionals.
Most recently, Tom was a partner at the private equity firm Permira, where he was the head of the Menlo Park office and focused on investing and value creation in the Technology sector. In addition to the Zendesk board, Tom serves on the boards of Axiom, G2, Seismic, and Mimecast.
Prior to joining Permira, Tom was the President of Genesys, a Permira fund portfolio company and global leader in omnichannel customer experience and contact center software.
During his more than ten-year tenure with Genesys, he focused on developing and implementing strategic and operational initiatives aimed at driving value creation across the business. Tom’s previous global experience includes working in Paris, France, for almost five years along with over 20 years of operational experience in the technology sector leading teams from sales to research and development.
Tom holds a B.A. from the University of Dayton and a J.D. from the University of Chicago Law School.
About Zendesk: Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites, and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world.
