Hey CX Nation,
In this week's CXWeekly Update episode I walk through AI updates, ideas, goals & CTAs that the team at CXC has been focused on with one of our core strategic partners, Zendesk.
SAN FRANCISCO — November 10, 2026 — Today at AI Summit, Zendesk introduced the Outcome AI™ Platform designed for a seismic shift in how people engage with organizations.
AI assistants and agent-to-agent connections let people and AI agents coordinate work across systems, giving people more control over what they get from the companies they work for and do business with, and helping organizations deliver what people need – not just resolve tickets.
New capabilities will be offered with unlimited seats, a departure from legacy pricing models that now sets a new standard for paying for successful outcomes.
The shift is already underway. Zendesk’s global survey found 52% of consumers are comfortable relying on personal AI assistants for everyday tasks, and 63% say companies will need to redesign customer service to accommodate them.
Consumers also want human help to remain an option: 84% say it should always be available.
“People don’t think about which channels, systems, or departments they need to navigate to interact with an organization. They simply want help to accomplish what they came to do,” said Tom Eggemeier, CEO of Zendesk.
“Outcome AI brings together the context and ability to act to help people reach the right outcome quickly, wherever their experience begins. It learns from each result and improves when it falls short. For organizations focused on loyalty and satisfaction, that’s the standard.”
“The evolution of Zendesk’s outcome-based pricing model reflects a shift in how enterprise buyers want to pay for AI,” says Tapan Patel, Research Director, Customer Data, Analytics, and Decisioning, IDC.
“By tying AI investment directly to verified resolutions and business outcomes rather than traditional seat counts, Zendesk establishes a clear alignment between cost and realized value, providing a differentiator in the customer experience market.”
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