In this Cube Conversation from the Palo Alto studio, theCUBE’s John Furrier sits down with Tom Eggemeier, chief executive officer of Zendesk, to unpack why 2026 is shaping up as the “year of adoption” for AI in customer service. Eggemeier explains how leading enterprises are moving beyond pilots to measurable outcomes – higher automated resolutions, improved accuracy and better personalization – while treating service not as a cost center, but as a lever for loyalty and revenue. Instead of chasing shiny demos, Eggemeier argues for the unglamorous work that makes AI stick: rewiring workflows, training teams through the change and building guardrails so answers are trustworthy at enterprise stakes. He describes how Zendesk turns feedback-rich service data into a continuous improvement engine, where both AI and humans teach the system what “good” looks like. The payoff is a service dividend that automates low-friction issues to free up talent and budget for higher-empathy, higher-impact customer moments – while pushing agentic capabilities beyond chat and into real actions across connected systems.
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Customer service is emerging as the proving ground for enterprise AI, says Zendesk CEO

Across large enterprises, AI adoption is shifting from experimentation to operational pressure, with customer service often emerging as the first system that must work at scale.The difference between pilots and production is no longer theoretical — it shows up in resolution rates, satisfaction scores and revenue impact. Zendesk Inc., a customer service software company, sits directly inside this shift, where automation, workflow redesign and data quality now determine whether AI improves outcomes or simply adds complexity

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Tom Eggemeier, Zendesk | Cube Conversation
January 28, 2026
In this Cube Conversation from the Palo Alto studio, theCUBE’s John Furrier sits down with Tom Eggemeier, chief executive officer of Zendesk, to unpack why 2026 is shaping up as the “year of adoption” for AI in customer service. Eggemeier explains how leading enterprises are moving beyond pilots to measurable outcomes – higher automated resolutions, improved accuracy and better personalization – while treating service not as a cost center, but as a lever for loyalty and revenue.

Instead of chasing shiny demos, Eggemeier argues for the unglamorous wor... Read more
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