Is Your Automation Driving Escalation? Reimagining CX with Zendesk CTO Adrian McDermott

Is Your Automation Driving Escalation? Reimagining CX with Zendesk CTO Adrian McDermott

In this episode of Speechless, I sit down with Adrian McDermott, CTO of Zendesk, to explore a pivotal question: Is your automation driving escalation in customer service? We delve into the transformation from efficiency-focused metrics to creating enjoyable customer experiences. Adrian shares insights on how the role of human agents is evolving in a world increasingly augmented by AI and automation. We discuss the importance of understanding customer journeys and the risks of over-automating interactions that could lead to escalated issues. Join us for a thought-provoking conversation that reimagines customer experience in the digital age, emphasizing the balance between automation and genuine human connection.

Why the Best Customer Experience Is No Experience with Bob Furniss

Explore the gap between advancing technology and actual customer experience. While AI and automation are making interactions faster and more efficient, many organizations are using them to reduce cost - not improve the experience- leaving customers stuck in workflows with no clear path to real help. The conversation highlights what great CX should look like: proactive, seamless, and often invisible. But when things go wrong, customers still want access to a human who can think, adapt, and show empathy. The key isn’t choosing AI or people—it’s knowing when to use each.

Breaking Down End-to-End CX with Vikram Modgil

In this episode of Speechless, Matt sits down with Vikram Modgil from Amazon Connect to break down what end-to-end customer experience really means—and why it’s still so hard to deliver. They explore the gaps in today’s CX journeys, the role of AI, and what it takes to create more connected, seamless experiences.

Double Click on That: Drilling into Customer Experiences

In episode 5 of Speechless, host Matthew Storm is joined by CX analyst and industry fixer Stephanie Shaffer for a deep dive into what’s really happening beneath the surface of today’s customer journeys. Together, they “double click” on the moments most brands overlook; frontline friction, broken feedback loops, misleading metrics, and the gap between CX strategy and reality. You’ll hear why agents already have the answers, how AI should support (not replace) human connection, and what it takes to turn insight into action. If you want to move past surface-level CX and understand what actually drives loyalty, trust, and memorable experiences, this episode is worth a listen.

Automate the CX Task, Not the Relationship with Thomas Helfrich

Join Matthew and guest Thomas Helfrich, founder of Instantly Relevant and host of Cut the Tie, as they dive into the CX of modern outreach. Discover why customers tune out cold DMs, how authenticity creates trust, and what AI can (and can’t) do to improve the experience. This episode is packed with insights on using AI intentionally while keeping human connection at the center.