Is Your Automation Driving Escalation? with Zendesk CTO Adrian McDermott
Every customer interaction leaves an impression. The question is: what kind?
In the latest episode of the Speechless podcast, host Matthew Storm sits down with Adrian McDermott, Chief Technology Officer at Zendesk, to discuss the transformation of customer experience in the contact center.
For years, call centers were treated like operational “factories,” designed to process high volumes of customer interactions as quickly and cheaply as possible. Success was measured by speed and efficiency alone.
Today, that mindset has changed completely. Delivering a smooth and omnichannel experience is now one of the biggest differentiators for your brand and a strong driver of customer loyalty.
Matthew and Adrian’s conversation dives into why businesses need to move beyond traditional CX metrics and design automation that feels intentional, thoughtful, and human-centered.
They also cover:
- What metrics businesses should focus on, and which are outdated
- Why not everything should be automated
- Where voice matters, and where interactions can be automated
- The role of empathy and care in memorable customer experiences
- New Zendesk updates to look forward to
- Real-life Speechless customer experience moments
The truth is: Your customers aren’t looking for perfection. They’re looking for brands that make them feel understood and cared for.
Don’t miss this conversation on how to create experiences that leave a lasting impact.
Listen now 👉