Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main trends and headlines coming out of the report, what we can learn from them and what sort of things CX leaders need to be thinking about doing in order to deliver that stand out experience.
This interview follows on from my recent interview – Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly – and is number 449 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month.
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Here’s the highlights of my chat with Adrian:
Since 2010, Adrian has led Zendesk’s product management and engineering teams, constantly creating new paths for product innovation and development. As the company’s chief technology officer, he is currently responsible for defining its long-term strategic product direction that will shape the future of customer service. He also helps guide the company’s global customers on how to enhance their customer experience to create better relationships. Previously, Adrian served as chief technical officer at Attributor, where he managed web-crawling and content-identification systems for text, video, and images. He was the first engineer hired by Plumtree Software and remained with the company through its IPO and subsequent acquisition by BEA. Adrian is a Yorkshireman living in San Francisco.