Is SaaS dead? Zendesk CEO Tom Eggemeier on AI Agents, Outcome-Based Pricing, and more | Human[X]
Is the SaaS apocalypse real, or is software just evolving? In this Human[X] interview, Zendesk CEO Tom Eggemeier discusses how artificial intelligence is transforming customer service, software pricing, and the tech landscape.
Tom shares why he believes traditional seat-based pricing is officially dead, how Zendesk is shifting toward outcome-based models and automated resolutions, and what it takes for software companies to survive the AI transition over the next few years.
Key topics covered in this video:
✅ The "SaaS Apocalypse": Are SaaS companies bound to fail, or are we entering a normal tech shift with clear winners and losers?
✅ Seat-Based vs. Outcome-Based Pricing: Why Zendesk declared "seats are dead" and moved to automated resolutions and outcome-driven models.
✅ AI Agents vs. Human Agents: Predictions on why AI will handle over 80% of customer interactions within three years, and how human agents fit into the equation.
✅ Voice, Email, & Messaging AI: The current state of latency, accuracy, and customer preferences across different channels.
✅ Build vs. Buy Strategy: How Zendesk uses acquisitions, OpenAI models, open-source solutions, and custom models to stay ahead.
✅ Cybersecurity in the Age of AI: Addressing offensive vs. defensive AI threats and protecting business operations.
✅ Global Tech Adoption: How the gap in AI adoption between Silicon Valley, European capitals, and rural areas is shifting.
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