Zendesk CEO Tom Eggemeier On Building The Autonomous Service Workforce

Zendesk CEO Tom Eggemeier On Building The Autonomous Service Workforce

What happens when customer service stops being a department and starts becoming an autonomous operational system? Recorded live at, this conversation with Tom Eggemeier goes far beyond chatbots, copilots, and AI hype cycles. Instead, we explore why Zendesk believes the future of enterprise service will be built around what it calls an "autonomous service workforce," where AI agents, human experts, workflows, analytics, governance, and orchestration layers all work together as one continuously learning system. Tom shares how Zendesk transformed its own internal operations using AI, achieving more than 60% autonomous resolution rates while simultaneously increasing customer satisfaction. We also discuss why the company is shifting away from measuring ticket deflection and toward measuring actual resolutions, what the Forethought acquisition means for Zendesk's long-term AI strategy, and why governance, permissions, and operational trust may become more important than the AI models themselves. But this episode is about much more than software. Tom explains why he believes the next phase of enterprise AI will fundamentally reshape workflows, organizational structures, and even the role humans play inside modern businesses. We unpack the rise of specialized AI agents, why AI-to-AI interactions could soon outnumber human interactions, and why many organizations are underestimating the operational redesign required to make agentic AI work at scale. We also discuss the hidden risks of fragmented AI systems, why disconnected tools continue to drain businesses, and how companies can balance autonomy with human oversight and empathy. If you've been wondering where enterprise AI is really heading beyond the headlines, this conversation offers a fascinating look at how one of the biggest players in customer experience is attempting to redefine service itself.

Atlassian's Sherif Mansour On Why Context Will Define The Future Of AI

What happens when AI intelligence becomes commoditized? That is the question sitting at the heart of this episode recorded live at Team '26 in Anaheim, where I sat down with Sherif Mansour to unpack one of the biggest shifts happening in enterprise technology right now. For years, the AI conversation has focused on models, prompts, and raw capability. But according to Sherif, the real competitive advantage may no longer come from the intelligence itself. It comes from context. The workflows, relationships, decisions, knowledge, and operational history that exist inside an organization. In this conversation, Sherif takes me deep inside Atlassian's biggest AI announcements around Rovo, Teamwork Graph, AI-powered workflows, and the company's broader vision for what happens when AI moves beyond isolated copilots and starts operating across the flow of work itself. We explore why Atlassian believes organizational context is becoming the defining moat in enterprise AI, why the company is opening Teamwork Graph through MCP and external integrations, and how the industry is rapidly shifting from AI experimentation toward real operational execution. Sherif also myth busts some of the biggest misconceptions surrounding AI adoption today. We discuss the difference between automation and orchestration, why humans still remain central to decision-making, and how enterprises can avoid adding complexity while still moving quickly in the AI era. Along the way, we discuss real-world examples ranging from Formula One race strategy and procurement workflows through to AI-powered onboarding, engineering productivity, and the growing role of agentic systems inside large organizations. One of the most fascinating parts of the discussion centers around the evolution of enterprise software itself. Atlassian no longer sees AI as a standalone assistant sitting in a chat window. Instead, the vision is for AI to become deeply embedded into workflows, helping teams coordinate work, surface insights, and accelerate decision-making in real time. Sherif also shares why he believes the next major platform battle will not be over who owns the smartest AI model, but over who owns the operational context surrounding that intelligence. If you're trying to separate real enterprise AI progress from the hype cycle, this episode offers a thoughtful and refreshingly honest look at where things may actually be heading next. As always, I'd love to hear your thoughts. Is organizational context becoming the real competitive advantage in AI? And how prepared is your business for a future where humans and AI agents increasingly work side by side? Please check the partners of the Tech Tech Talks Network * Learn more about the NordLayer Browser [https://nordlayer.com/browser/] * Visit Denodo.com [https://www.denodo.com/]

Why AI Is Still Blind to the Physical World and How Flexible Chips Could Change Everything

What if the biggest limitation holding AI back isn't the model, the data center, or the algorithm, but the fact that most physical objects in the world still cannot communicate digitally? In this episode of Tech Talks Daily, I sat down with Richard Price, CTO and co-founder of Pragmatic Semiconductor, to explore why AI systems remain "half blind" to the physical world and what happens when everyday objects finally become intelligent, connected, and verifiable data sources. Richard shared how Pragmatic Semiconductor is taking a radically different approach to chip design by creating flexible, ultra-thin semiconductors built specifically for item-level intelligence. Rather than competing directly with traditional silicon, Pragmatic is designing lightweight, low-cost electronics that can integrate directly into packaging, labels, healthcare patches, wearable devices, and products that conventional chips cannot support economically or physically. During our conversation, we unpacked why the long-promised "Internet of Everything" has remained frustratingly out of reach for so many years. Richard explained that while silicon has powered decades of incredible innovation, scaling connectivity to billions or even trillions of everyday objects introduces major cost, energy, and sustainability challenges. Pragmatic's flexible semiconductor technology aims to solve that by reducing manufacturing complexity, lowering environmental impact, and enabling intelligence directly at the edge. We also discussed how embedding intelligence at the item level could reshape supply chains, sustainability initiatives, healthcare systems, and even consumer trust. From reducing food waste through smarter logistics to enabling wearable healthcare sensors with entirely new form factors, Richard painted a picture of a future where physical products can actively communicate their identity, condition, and history in real time. One of the most fascinating parts of the conversation centered on how businesses should prepare for this shift. As edge intelligence grows, organizations may need to rethink traditional cloud-heavy architectures and start designing systems in which decisions occur closer to the object itself. Richard explained how this could reduce latency, lower energy usage, and unlock entirely new categories of connected products. We also explored the sustainability side of semiconductor manufacturing at a time when AI infrastructure and hyperscale data centers are drawing increasing scrutiny for their energy and environmental impact. Richard shared how Pragmatic's thin-film manufacturing approach uses fewer chemicals, less water, and lower-temperature processes, while opening the door to more environmentally conscious digital infrastructure. Toward the end of the episode, Richard offered insight into some of the most exciting real-world applications already emerging, including healthcare patches, wearable sensing technologies, AR and VR devices, and electronics that could eventually conform to the human body itself. It is the kind of conversation that makes you rethink what a semiconductor can actually be. If you've ever wondered what comes after smartphones and smart devices, this episode offers a fascinating look at how flexible electronics could quietly become the foundation for the next generation of connected intelligence. Useful Links * Connect with Richard Price [https://www.linkedin.com/in/richard-price-18224aa/] * Learn More About Pragmatic Semiconductor [https://www.pragmaticsemi.com/] Please check the partners of the Tech Tech Talks Network * Learn more about the NordLayer Browser [https://nordlayer.com/browser/] * Visit Denodo.com [https://www.denodo.com/]

How Quantum-Inspired Computing Is Solving Aerospace's Biggest Challenges

What happens when an Air Force engineer with experience in intelligence, venture capital, and deep tech startups starts applying quantum-inspired computing to some of the hardest problems in aerospace and defense? In this episode of Tech Talks Daily, I sat down with Nathan Mason, VP of Strategic Growth at BQP, to unpack how quantum-inspired software is already helping organizations solve massive computational challenges without waiting years for fully mature quantum hardware. Nathan shared his fascinating career journey from military service after 9/11 through the intelligence community, business school, venture investing, and ultimately into the world of advanced simulation and optimization. He emphasized how data-driven thinking shaped his approach to high-stakes decision making and why gut instinct alone no longer suffices in an era driven by AI, complex systems, and operational risk. His insights provide valuable guidance for those interested in careers at the intersection of tech and aerospace. We also explored a question many business leaders are asking right now: what does "quantum in practice" actually look like today? Nathan explained how BQP is applying quantum-inspired approaches on existing CPUs and GPUs to improve simulation accuracy, accelerate modeling workloads, and help aerospace organizations make faster, smarter engineering decisions without simply throwing more hardware at the problem. This shows the tangible progress already happening, inspiring the audience with real-world impact. The discussion also tackled the commercial realities behind deep tech innovation. Nathan spoke candidly about the funding challenges facing startups working in quantum and defense technologies, emphasizing that moving beyond theory into operational deployment is difficult but achievable. This perspective encourages the audience to see obstacles as opportunities for innovation and persistence. Toward the end of the episode, Nathan shared thoughtful advice for students, engineers, and professionals looking to build careers in AI, aerospace, quantum, and defense. His message was simple but powerful: stay curious, keep learning, and never underestimate how a single conversation can completely change your career trajectory. If you've ever wondered how quantum computing moves from science fiction headlines into real-world business value, this episode offers a practical and honest perspective on how quantum-inspired software is already making a difference in aerospace and defense industries today. Useful Links * Connect with Nathan Mason on LinkedIn [https://www.linkedin.com/in/natemason-] * Learn More about BQP [https://www.bqpsim.com/product-overview] Please check the partners of the Tech Tech Talks Network * Learn more about the NordLayer Browser [https://nordlayer.com/browser/] * Visit Denodo.com [https://www.denodo.com/]

Atlassian's Chief Design Officer on AI, Creativity, and the Future of Work

What happens when AI stops being a feature and starts reshaping the very craft of design itself? Live from, I sat down with Charlie Sutton for a conversation that went far beyond product interfaces and pixels. As Atlassian unveiled its latest AI ambitions around agents, context, and the Teamwork Graph, Charlie offered a fascinating look at the human side of that transformation and why design may become even more important as AI becomes embedded into the way we work. Charlie shared how Atlassian approaches design at scale across products like Jira, Confluence, Loom, and Rovo, explaining why every interaction should feel intentional and cohesive, even when built by hundreds of people across dozens of teams. But this conversation quickly moved into much bigger territory. We explored how AI is changing the relationship between designers, developers, and business teams, and why the traditional barriers between idea and execution are rapidly disappearing. One of the most thought-provoking parts of the discussion centered around democratization. Charlie argued that while AI tools have dramatically lowered the floor for creativity, they have also raised the ceiling for what users now expect from software experiences. Anyone can prototype an app today, but expectations around quality, coherence, trust, and usability are climbing just as quickly. We also unpacked the growing shift from prompting AI to delegating work to AI agents. Charlie explained why assigning work to agents increasingly resembles managing human teammates, from defining goals and success criteria to understanding strengths, limitations, and context. That naturally led us into a deeper conversation about trust, transparency, and why users must always feel they can "pop the bonnet" and understand what AI systems are doing on their behalf. Another major theme throughout the episode was context. Charlie shared why Atlassian sees organizational context as one of the defining challenges of the AI era and how the Teamwork Graph is helping connect people, projects, conversations, and knowledge across the company. He compared this moment to the first time many of us used Google search and suddenly realized the scale of what was possible. We also discussed how AI adoption is unfolding differently from previous technology waves. Instead of adoption trickling down from hardcore technical users, Charlie is seeing rapid experimentation from marketing, HR, and design teams looking to reduce repetitive work and communicate ideas more effectively. Even his own mother, he joked, has become an AI power user before he has. From AltaVista nostalgia and Ask Jeeves memories to serious conversations about the future of human creativity, this episode captures a rare and honest perspective on where design, collaboration, and AI may be heading next. How will organizations balance personalization with shared experiences as AI becomes embedded into every workflow, and what role will human creativity play when everyone suddenly has access to the same powerful tools? Please check the partners of the Tech Tech Talks Network * Learn more about the NordLayer Browser [https://nordlayer.com/browser/] * Visit Denodo.com [https://www.denodo.com/]