Ep 249 The Future of AI Agents, M&A Strategy, and Innovation with Tom Eggemeier

March 31, 2025

Episode Overview:

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?