Presented by
Tom Eggemeier – CEO of Zendesk, Shashi Seth – President of Product, Engineering, and AI, Lisa Kant – SVP Solutions and Product Marketing
Resolution Revolution: Zendesk’s Vision for AI-Powered Service in 2025
About this talk
In this keynote from Zendesk Relate 2025, CEO Tom Eggemeier and leaders from Zendesk unveil a bold new vision for the future of customer and employee service: The Resolution Revolution.
Discover how Zendesk is pioneering a new era of Agentic AI, purpose-built for resolving real issues—not just responding to them. From AI agents that learn and adapt, to a reimagined service platform that unites automation, orchestration, and quality assurance, this session redefines what’s possible in CX, EX, and IT support.
Learn how brands like Dutch Bros, GitHub, and Catapult Sports are transforming service using Zendesk—and get a first look at the new Zendesk Resolution Platform, Copilot upgrades, and Employee Service Suite.
Topics covered:
- The future of Agentic AI in customer and employee service
- Why resolution—not just deflection—is the new standard
- Zendesk’s new AI-powered platform, builder tools, and QA
- Outcome-based pricing and the shift to results-driven service
- Real customer stories from across the globe
Whether you're in CX, IT, HR, or Ops, this is your guide to driving meaningful, measurable change through AI and automation.
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At Zendesk, we’re all about better conversations - whether it’s with your customers or employees. With the Zendesk Resolution Platform, we help over 100,000 businesses deliver faster, more personal service using AI and the world’s largest CX dataset.
Our tools blend automation with a human touch, so your teams can solve problems efficiently while building stronger relationships. Easy to use, easy to scale, and built to grow with you, Zendesk makes every interaction matter.
Topics we cover: Customer Experience (CX) • AI • Support • Help Desk • CRM • Employee Experience