Zendesk CEO on AI for Customer Experience | CXOTalk #866

Is AI coming for your job? Boston Consulting Group's Global Lead for People and Organization, David Martin, reveals the truth about workforce disruption, survival strategies, reskilling, and the future of work.With only 20% of employees effectively using AI tools despite 80% expressing excitement, discover why adoption is failing and what leaders must do differently.🎯 Key Insights You'll Gain:-- Why software developers and white-collar workers face unexpected AI disruption-- The shocking adoption gap: 51% frontline vs 85% leadership usage-- How to transform employees into "managers of AI agents"-- Why India's 92% AI adoption dwarfs the US's 64% - and what it means-- The critical cognitive skills that will determine career survival📊 Featured Research:David shares exclusive findings from BCG's global AI at Work study covering 10,000+ employees, revealing surprising patterns in adoption, fear, and success factors.🔷 Full episode and summary: https://www.cxotalk.com/episode/ai-workforce-disruption-rewriting-the-future-of-work🔷 Newsletter: www.cxotalk.com/subscribe🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalk00:00 🤖 AI's Impact on Jobs and Organizations01:48 📈 Workforce Shifts and AI Adoption Challenges04:22 💡 Adoption and Value Realization in AI08:21 🤖 AI's Impact on Employee Behavior and Training10:08 🧑‍💻 Emotional Attachment to AI and HR Governance13:13 🌐 Adoption, Vision, and Cognitive Skills for AI18:15 🧠 The Evolving Role of Creativity and Cognitive Skills in the Workplace19:20 🤖 Managing AI Agents: A New Workplace Dynamic21:09 🏢 AI's Impact on Leadership and Workplace Structures22:47 🌟 The Role of Leadership in Vision and Strategy24:27 💻 The Expanding Role of the CIO27:33 🤖 AI Adoption and Leadership's Role in Driving Change34:47 🔄 Rethinking Workflows and Organizational Structures37:21 🤖 AI's Impact on Jobs and Education41:44 ⏳ The Time Dividend and Strategic Use of AI46:06 🤖 AI's Role in Consulting and Tailored Solutions49:33 🌍 Challenges and Opportunities in AI Adoption Across Organizations53:25 🌟 Optimism for AI's Future Impact

When AI systems hallucinate, run amok, or fail catastrophically, the consequences for enterprises can be devastating. In this must-watch CXOTalk episode, discover how to anticipate and prevent AI failures before they escalate into crises.Join host Michael Krigsman as he explores critical AI risk management strategies with two leading experts:• Lord Tim Clement-Jones - Member of the House of Lords, Co-Chair of UK Parliament's AI Group• Dr. David A. Bray - Chair of the Accelerator at Stimson Center, Former FCC CIOWhat you'll learn:✓ Why AI behaves unpredictably despite explicit programming✓ How to implement "pattern of life" monitoring for AI systems✓ The hidden dangers of anthropomorphizing AI✓ Essential board-level governance structures for AI deployment✓ Real-world AI failure examples and their business impact✓ Strategies for building appropriate skepticism while leveraging AI benefitsKey ideas include treating AI as "alien interactions" rather than human-like intelligence, the convergence of AI risk with cybersecurity, and why smaller companies have unique opportunities in the AI landscape.This discussion is essential viewing for CEOs, board members, CIOs, CISOs, and anyone responsible for AI strategy and risk management in their organization.Subscribe to CXOTalk for more expert insights on technology leadership and AI:🔷 Full episode and summary: https://www.cxotalk.com/episode/when-ai-goes-off-the-rails-an-executive-action-plan🔷 Newsletter: www.cxotalk.com/subscribe🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalk00:00 🤖 Introduction to AI Challenges and Expert Backgrounds01:08 ⚠️ Understanding Generative AI and Its Risks07:11 🔍 Trust, Skepticism, and Responsible AI Deployment10:51 🤖 AI Risk Management and Corporate Integration14:01 ⚠️ AI as Insider Threat and Workforce Adaptation20:09 🤝 AI as a Sparring Partner and Policy Implications21:52 ⚖️ AI Regulation and Public Trust25:27 ⚠️ AI Risks and Corporate Governance29:41 🌐 Agent Management and Spatial Web Protocols31:45 🚀 AI in Space and Business Applications33:28 📜 AI Policy Creation and Regulation40:02 🌱 Opportunities for Smaller AI Players42:04 🤖 AI Innovation and Edge Computing43:28 📊 Future of Jobs and Data Stakeholderism49:42 ⚖️ Ethics, Misconceptions, and Trust in AI53:05 🙏 Closing Remarks and Gratitude53:21 📅 Upcoming Shows and Farewell#AI #ArtificialIntelligence #AIRisk #AIGovernance #EnterpriseAI #AIStrategy #CyberSecurity #DigitalTransformation #AIRegulation #GenerativeAI #AIHallucination #RiskManagement #CXOTalk #TechLeadership #AIEthics

Art Hu, Global CIO at Lenovo, shares proven strategies for implementing AI at scale in one of the world's largest technology companies. Learn how to navigate uncertainty, build organizational agility, and drive real business value from AI investments.In this episode, you'll learn:Why "no regret" AI investments beat waiting for perfect solutions • How to transform fear of job loss into workforce empowerment • The framework Lenovo uses to evaluate AI opportunities across every business function • Why pull-based learning environments outperform top-down AI mandates • How software engineers are expanding beyond code to become business architectsKey insights covered:✓ Agility as competitive advantage: Accept that AI technologies chosen today won't remain cutting-edge in six months. Build organizational agility instead of seeking guaranteed outcomes.✓ Reframe the AI conversation: AI automates specific tasks within jobs, not entire positions. Leaders must help teams decompose roles and reconstruct them around uniquely human contributions.✓ Create environments, not mandates: Lenovo built hundreds of approved AI agents across legal, marketing, finance, and HR. When employees experiment with relevant tools, they naturally request advanced training.✓ Leadership requires hands-on experience: Senior executives must personally engage with AI tools to lead effectively. You cannot manage what you don't understand.Art Hu oversees technology strategy for a company selling four devices per second globally. His dual perspective as both Global CIO and Chief Delivery & Technology Officer provides unique insights into bridging the gap between AI potential and practical business outcomes.Perfect for: CIOs, CTOs, business executives, and technology leaders navigating AI transformation in their organizations.🔷 Full video episode and summary: https://www.cxotalk.com/episode/lenovos-global-cio-advice-on-scaling-ai-managing-global-uncertainty-and-ai-nomics🔷 Newsletter: www.cxotalk.com/subscribe🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalk00:00 🤖 Lenovo's AI Strategy and Integration02:52 💡 AI Investment Strategy and Agility09:32 🌐 Technological Evolution and New Possibilities12:20 📚 The Importance of Reskilling in the AI Era17:26 🤖 Overcoming Fear of AI Replacing Jobs20:00 💻 The Evolving Role of Software Engineers in the Age of AI23:39 🏭 AI's Impact on Industries and Regulatory Challenges25:43 🤖 Understanding Generative AI's Strengths and Weaknesses28:40 🏢 The Role of Technology in Business Contexts29:45 🌟 AI's Impact on Leadership and Adaptability36:27 ♟️ The Human Element in AI and Chess38:15 💻 Lenovo's Role in AI and Hybrid Cloud42:40 📊 AI-nomics and Ethical Considerations45:57 🌍 AI's Role in Addressing Global Challenges47:03 🤝 Ethical Considerations in Outsourcing AI50:05 🚀 Challenges and Strategies for CIOs in Scaling AI#AI #ArtificialIntelligence #DigitalTransformation #CIO #Leadership #EnterpriseAI #Lenovo #TechLeadership #AIStrategy #FutureOfWork #CXOTalk

Zendesk CEO Tom Eggemeyer joins Michael Krigsman to discuss the impact of AI CX on customer expectations. They explore real-world lessons from the Zendesk AI journey, including what has worked and what hasn't. Learn how customer service is being reshaped by ChatGPT and artificial intelligence and machine learning.Key Topics Covered:The shift from traditional chatbots to reasoning AI agentsWhy Zendesk only gets paid when AI successfully resolves issuesHow AI is more accurate (and sometimes more empathetic) than humansThe surprising ways AI is changing customer service metricsReal-world examples of AI successes and failuresThe future of work in an AI-dominated landscape🔷 Newsletter: www.cxotalk.com/subscribe🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalk🔷 Episode takeaways: https://www.cxotalk.com/episode/zendesk-ceo-on-ai-in-customer-experience-what-works-what-doesnt-and-whats-next00:00 🤖 Introduction to Zendesk and AI in Customer Support01:04 ⚙️ The Realities and Challenges of AI Implementation05:32 🌊 Zendesk's Transformation and the Future of AI in Customer Support09:21 🔄 Transitioning to AI: Challenges and Reactions11:23 🤖 AI in Customer Support: From Reactive to Proactive16:38 🔍 Transparency and Use Cases in AI Decision-Making19:12 ✅ The Role of Quality Assurance in AI-Driven Customer Service21:39 🤖 AI Adoption and Industry-Specific Applications28:05 🤝 Balancing AI and Human Touch in Customer Service31:16 🤖 AI as a Strategic Differentiator in Customer Experience35:22 📊 Evolving Metrics and Challenges in AI-Driven CX38:27 🌐 AI's Broader Implications and the Future of Work42:33 📊 The Role of Data in AI Development45:33 🤖 AI's Impact on Jobs and Customer Experience47:52 🔒 Preparing for the AI Era and Data Privacy#AI #CustomerService #CustomerExperience #Zendesk #ArtificialIntelligence #CX #CustomerSupport #DigitalTransformation #CXOTalk #TechLeadership #cxotalk

What does it take to keep global financial markets stable during extreme volatility and AI-driven trading? Chris Isaacson, Chief Operating Officer of Cboe Global Markets, the world's largest options market exchange, reveals the high-stakes playbook for building resilient systems, people, and processes that handle over a trillion messages a day without failure.In CXOTalk episode 885, we go behind the scenes of one of the world's largest exchange operators to learn how they prepare for and manage market crises. Chris shares concrete strategies and the leadership mindset required to operate in an environment where nanoseconds and trillions of dollars are on the line.Topics Discussed:Building Holistic Resilience: The framework of "resilient people, processes, and platforms."Preparing for Volatility: The "2X rule" for engineering systems to handle extreme scenarios.Managing AI Risk: How to control AI-driven trading by focusing on effects, not intent.Leadership Under Fire: The critical importance of composure and a codified cultural framework.The Future of Trading: The operational realities of moving toward a 24/7 market.Chris Isaacson is the Executive Vice President and Chief Operating Officer of Cboe Global Markets, one of the world's leading derivatives and securities exchange networks. He oversees all of Cboe's technology, operations, and risk management.🔷 Newsletter: www.cxotalk.com/subscribe🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalk🔷 Episode notes: https://www.cxotalk.com/episode/inside-the-worlds-largest-options-exchange-where-milliseconds-mean-millionsVideo Chapters:[00:00] Introduction to Cboe Global Markets and the Importance of Resilience[01:04] Building Resilient Systems, Teams, and Processes[10:01] Handling Market Volatility and Preparing for Extreme Scenarios[13:15] Role of a COO in Maintaining Market Stability[14:14] Lessons from Market Crises and Risk Management[16:41] Generative AI and Risk Controls in Financial Markets[19:33] Managing Risks in AI-Driven Trading[23:53] The Evolution and Limits of Trading Speeds[27:52] Leadership During Market Turbulence[29:53] Exploring 24/5 and 24/7 Trading in Financial Markets[35:35] Leadership and Building a Global Team Culture[37:42] Navigating Market Volatility and Personal Reflections[40:25] Efficiency and the Role of Data in Financial Markets[43:02] Managing Risk and Educating Investors in Derivatives Trading[49:00] Future of Markets: Cross-Asset Trading, Digital Assets, and AI

The generative AI revolution has created an insatiable demand for efficient, powerful computing. How is a key industry leader like AMD navigating this critical inflection point?In CXOTalk episode 884, Michael Krigsman sits down with Mark Papermaster, CTO and Executive Vice President of AMD, to explore the future of AI infrastructure. Discover AMD's strategy for winning in the AI era, which hinges on a tight integration of hardware and software, a commitment to open ecosystems, and a relentless focus on energy efficiency.Mark shares invaluable insights for technology leaders on the rise of hybrid AI, the future of tailored language models, and the leadership practices required to foster innovation and agility in this fast-paced environment. ===+🔷 Newsletter: www.cxotalk.com/subscribe🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalk🔷 Episode: https://www.cxotalk.com/episode/inside-amds-ai-strategy-with-evp-and-cto-mark-papermaster====00:00 🚀 AMD's Journey and AI Evolution03:34 🧠 AMD's Strategy in the AI Era09:38 🤝 Building Expertise and Collaborating with AI Leaders11:40 🏃‍♂️ Agility and Cultural Transformation at AMD15:25 🤖 Navigating AI Infrastructure Challenges19:13 🔮 The Future of AI: Tailored and Efficient Models19:36 🤖 AMD's AI and Product Innovations20:50 🏗️ AMD's Internal AI Adoption and Development Process23:51 🌍 AMD's Technology Strategy and Sustainability Goals30:01 🌱 Energy Efficiency and Technological Milestones31:07 🤖 Holistic Design and Competition in AI Technology34:39 🗣️ Leadership, Communication, and AI Integration40:03 🧠 Exploring Reasoning Models and Computational Challenges43:12 🌍 AMD's Global Expansion and AI Strategy47:01 🔮 Future Trends in AI and Agentic AI Applications50:12 🤖 The Role of Agentic AI in Enhancing Efficiency52:07 💡 Advice for CIOs and CTOs in the AI Era54:06 🎤 Closing Remarks and Future Outlook

AI expert Nate B. Jones joins Michael Krigsman on CXOTalk episode 883 to discuss prompting strategies and how they impact the performance of large language models (LLMs). Learn how to use ChatGPT to generate better results and understand the importance of AI prompt engineering. Discover effective methods to improve AI productivity using proper prompting techniques.🔷 Newsletter: www.cxotalk.com/subscribe🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalk🔷 Episode: https://www.cxotalk.com/episode/ai-prompting-for-business-leaders-what-works-and-why#AI #PromptEngineering #CXOTalk #Leadership #ArtificialIntelligence

In episode 882 of CXOTalk, Michael Krigsman sits down with Kevin De Liban, founder of TechTonic Justice and former legal aid attorney, who reveals the shocking truth about AI's impact on vulnerable communities. De Liban shares how 92 million low-income Americans now have critical life decisions, such as healthcare, housing, employment, and government benefits, that are determined by algorithms that often fail catastrophically.Drawing from his groundbreaking 2016 legal victory in Arkansas, where he successfully challenged an algorithm that devastated the lives of disabled Medicaid recipients, De Liban exposes the myth of AI neutrality and demonstrates how these systems reflect the biases and incentives of their creators. He explains why self-regulation and "ethical AI" initiatives often fail when they conflict with business interests, and why effective regulation is crucial.What you'll learn: The real scale of AI harm affecting 92 million Americans Why AI systems aren't neutral decision-making toolsHow algorithms denied healthcare to disabled people in ArkansasWhy ethical AI initiatives fail without enforceable accountabilityPractical steps technology leaders can take to prevent harmThe expansion of AI monitoring into middle-class professionsWhy regulation benefits ethical companiesHow to determine if AI is appropriate for high-stakes decisionsThis conversation challenges conventional wisdom about AI adoption and offers essential guidance for executives, developers, and policymakers navigating the intersection of technological innovation and social responsibility.Whether you're a C-suite executive, technology professional, policymaker, or concerned citizen, this discussion provides crucial insights into one of the most pressing issues of our time: ensuring AI serves humanity rather than harming those who need protection most.=====Subscribe to CXOTalk: www.cxotalk.com/newsletterRead the episode summary and transcript: www.cxotalk.com/episode/ai-failure-injustice-inequality-and-algorithmsLearn more about TechTonic Justice: www.techtonicjustice.org

How do you transform a tech giant into an AI-first (or AI-native) organization? In CXOTalk episode 881, Cisco's President and Chief Product Officer, Jeetu Patel, reveals the blueprint for building AI-native companies in 2025.Discover why AI won't replace your job – but someone using AI better than you will. Learn how Cisco is revolutionizing its entire operation, from engineering to customer support, with artificial intelligence at the core.Key topics covered:Building an AI-first culture and overcoming employee resistanceManaging non-deterministic AI systems and security challengesThe global AI race and why speed matters more than perfectionAutonomous agents and the future of workEthical AI implementation across international bordersReal-world AI applications transforming enterprise operationsPatel shares candid insights about jailbreaking AI models, the importance of "market-in" thinking, and why he spends 2-3 hours nightly learning with AI. Plus, hear his perspective on global AI partnerships and why regulatory restraint is crucial for maintaining competitive advantage.Whether you're a C-suite executive, technology leader, or business strategist, this conversation delivers actionable strategies for thriving in the AI era.🔔 Subscribe for more enterprise AI insights📧 Get the CXOTalk newsletter: www.cxotalk.com/subscribe💬 Share your AI transformation questions belowRead the episode summary: https://www.cxotalk.com/episode/how-to-build-an-ai-first-enterprise-from-culture-to-code#AI #ArtificialIntelligence #DigitalTransformation #CXOTalk #Cisco #EnterpriseAI #Leadership

AI strategist and TikTok commentator Nate B. Jones joins CXOTalk host Michael Krigsman to explain the high-stakes race among OpenAI, Google, Meta, and others to advance large language models. The discussion explores token economics, model specialization, and hands-on prompting skills every executive needs to translate AI progress into business results. Watch Episode 880 now and subscribe for weekly conversations with top tech leaders.🔔 Don’t forget to like, subscribe, and share for more thought-provoking conversations with top industry leaders.🔷 Newsletter: www.cxotalk.com/subscribe🔷 Read the summary and key points: https://www.cxotalk.com/episode/inside-the-ai-arms-race-llms-economics-and-strategy🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalk00:00 The Evolution of the AI Arms Race02:11 Diverging Strategies in AI Development07:14 Economic and Business Impacts of AI13:20 The Role of Specialization and Prompting in AI Usage16:17 Building Relationships with AI and Shifting Mindsets23:01 Maximizing Value from AI Interactions24:09 Operationalizing AI for Business ROI26:14 The Next Generation and AI's Evolution31:18 Human Psychology and AI's Persuasive Power35:24 Exploring Cognitive Parasitism and Model Personalities37:53 Comparing AI Models and Their Applications39:47 Specialized AI Models for Coding and Learning40:31 Exploring LLM Ecosystems and Tools44:30 Economics and Efficiency of LLMs48:55 Challenges and Norms in AI Usage52:47 Wrapping Up with Gratitude and Reflections53:08 Announcements and Farewell