In this episode of The Silicon Valley Podcast, we sit down with Tom Eggemeier, CEO of Zendesk, to discuss the transformative power of AI Agents, the evolving landscape of M&A, and the future of customer experience. Tom shares his insights on how businesses can leverage AI to drive growth, the decision-making process behind strategic acquisitions, and what’s next for Zendesk. What You’ll Learn in This Episode: ✅ AI Agents vs. Traditional AI – What sets them apart and how they’re reshaping customer service. ✅ The Role of AI in Business Growth – How AI can enhance both customer and employee experiences. ✅ M&A Strategy at Zendesk – The company’s approach to acquisitions and lessons from past deals. ✅ AI's Impact on Competitive Advantage – Will AI adoption create stronger moats or increase disruption risks? ✅ Zendesk’s Future Vision – What innovations are coming and where the company is headed in the next decade. Key Questions We Discuss: 🔹 How are AI Agents revolutionizing customer service, and how do they differ from traditional tools? 🔹 What are some real-world examples of businesses benefiting from AI adoption? 🔹 How can businesses balance AI-driven efficiency with personalized customer experiences? 🔹 What metrics should companies track to measure AI's impact on operations? 🔹 What’s Zendesk’s M&A playbook, and how does it guide acquisition decisions? 🔹 How can AI enhance the employee experience, not just the customer experience? 🔹 What groundbreaking innovations is Zendesk unveiling at Zendesk Relate? 🔹 What’s Tom’s vision for the next 5-10 years in AI and customer service? 🔹 How does a CEO continually adapt and grow in a fast-changing market? Connect with Tom Eggemeier & Zendesk: 🔗 Tom’s LinkedIn 🔗 Zendesk Website Email: [email protected]

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